Posting Date: August 2nd, 2024
Closing Date: Until Filled
Employment Type: Part Time 

The Member Service Representative (MSR) plays a key role in providing outstanding service to our members.  As the first point of contact, this position provides a personalized and friendly experience by helping our members with their financial needs, responding to inquiries, and providing recommendations on our products and services to help reach their financial goals. 

PRIMARY PURPOSE OF POSITION

Reporting to the Office Manager, the Member Service Representative (MSR) provides a high standard of financial service to existing and potential members, processing transactions and building relationships while promoting the products and services of the credit union.

KEY RESPONSIBILITY AREA(S)

• Support the credit union’s business strategy by understanding member needs and identifying opportunities to promote Credit Union products and services.
• Provides outstanding member service and maintain effective member relationships.
• Processes member transactions such as deposits, withdrawals, cheque cashing, money orders, credit card services etc.
• Recognizes member needs and promotes and cross sells credit union deposit services to members.
• Resolves routine member concerns and complaints in accordance with service standards and escalates issues when appropriate.
• Applies knowledge of policies and procedures guidelines when performing member transactions to mitigate risk or loss to the credit union.
• Contributes positively to branch morale and works collaboratively within the work environment.
• Embraces continued growth and development.

With advanced learning:

• Performs a variety of duties relating to the promotion and sale of deposit products and services, such as registered products, term deposits, safety deposit boxes and card products.
• Processes new accounts and account closure requests.
• Other duties and learning as assigned.

REQUIREMENTS

To qualify for this position, you much have experience in customer services or sales, cash-handling experience, and a high school diploma.   Although not required, previous working experience within a financial institution and a post-secondary education would be a valuable asset. 

CORE SKILLS AND BEHAVIOURS

This position is the first point of contact for our members.  Some of the skills required to succeed in this position include; strong communication and interpersonal skills, computer/technical literacy, customer service, adaptability, attention to detail, teamwork and cooperation and continued learning and development. 

This is a Part Time Permanent position. If this position interests you, please drop off or email your cover letter and resume to Holly Matias (Holly.Matias@turtlefordcu.ca).

We thank everyone for their interest, however, only those selected for an interview will be contacted.

PRIMARY PURPOSE OF POSITION

The Deposit Services Supervisor supports the credit union’s business strategy by supervising and directing the day-to-day activities of the Member Service Representatives to ensure efficient operations and quality member service. 

This position will identify training and development needs for all Member Service Representatives.  They are responsible for ensuring that deposit staff are supported and engaged and have access to training and development opportunities.  This position will be responsible for the performance management of Member Services Representatives and collaborate closely with the Office Manager to communicate organizational goals.

The position maintains deposit processes and procedures, so they are compliant with regulation, legislative requirements and consistently applied across the Deposit Services area.  The Deposit Supervisor also provides deposit services to members as required. 

KEY RESPONSIBILITY AREAS

The following is intended to illustrate the type and level of work typically performed in this role and is not intended to be a comprehensive description of duties performed.

Member Service

• Serve as a role model to the team, by providing and exemplifying superior member service.
• Responsible to ensure the highest quality of member experience is produced by the frontline team provided through training, coaching and accountability.
• Resolving more complex problems and member complaints referred by member service staff to ensure the needs of members and the credit union are met; escalate to management as required.
• Knowledgeable in all areas related to personal banking services and products.
• Monitor cash flow and maintain adequate levels of cash to meet requirements; shares joint custody of combinations, treasury cash, securities and other negotiable items.
• Ensure that General Ledger treasury accounts and cash for the department are balanced daily; provide assistance in reconciling variances and initiate corrective action where required to resolve balancing problems.
• Introduce new or revised procedures relevant to Member Service. Ensure activities conform to policies, procedures, legislation and regulations.
• Within established limits, provide overrides and maintain department signing authority.
• Introduces new and revised procedures, policies and regulations; conducts a variety of audit activities to ensure compliance with procedures, policies, and regulations. Identifies potential problems including suspicious transactions and initiates action to rectify the situation and refers more serious concerns to Office Manager.
• Adhere to security procedures as the relate to the position.

Human Resources and Leadership

• Professionally train, coach and support team members to ensure maximum quality of service is maintained and staff growth is promoted.
• Establishes performance standards; evaluates performance of direct reports; identifies training and development needs; recommends to senior staff appropriate action to take regarding staff performance issues; initiates disciplinary procedures as directed; participates in the selection of new member services staff.
• Organizes, schedules, and monitors deposit service activities to ensure for the provision of maximum service levels and the smooth flow of work
• Provides input into deposit services goals and plans, aligned to credit union business plans and strategic goals.
• Ensures effective communication with staff. Works closes with Office Manager to lead and organize regular and ongoing team meetings.
• Demonstrated leadership throughout the organization, role modeling TCU values.

Maintains Deposit Processes and Procedures

• Provides input into deposit services processes and procedures, making recommendations to improve efficiency and effectiveness. Monitors internal effectiveness and external market and regulations to identify requirements for updates and changes.
• Maintains deposit procedure and process documentation, and ensures changes are communicated to all staff.
• Monitors the processing of member transactions and provides overrides, authorizations for cashing cheques over MSR limits; maintains signing authorities.
• Prepares deposit department reporting for the GM and board, as additional reports assigned by the GM.
• Works closely with the Office Manager to ensure compliance with all areas of Anti-Money Laundering (AML) and Compliance Legislation is adhered to.

Sales, Marketing and Promotion

• Differentiate between credit union and competitor products and services.
• Foster business development through service excellence, recognizing member needs, product/service knowledge and cross-sell products and services to members.
• Develop new business opportunities by utilizing the sales and service process.
• Support promotion of marketing campaigns/plans and provide input into the development and support of the achievement of sales targets; encourage Member Service Representatives to do likewise.
• Ensure the creation of a warm, safe and receptive atmosphere for members and team members. Maintain an orderly, effective and efficient office and workspace.
• Provide banking system support to staff in the delivery of products and services to members and potential members.

DECISION MAKING AND FREEDOM TO ACT:

Under general supervision; guided by established standards and procedures.  Work is varied and occasional complex; judgement is required in choosing among a variety of guidelines.

CONTACTS:

• Members/clients/potential members
• General Manager & Department Managers
• other staff
• Community Groups
• Audits and Regulatory bodies
• Consultants, Business Advisors, Suppliers and Vendors

EXPERIENCE, KNOWLEDGE, SKILLS, AND ATTRIBUTES REQUIRED

Grade 12 diploma plus three - five years of job-related experience, or an equivalent combination of education and experience.

• Knowledge of credit union products and services.
• Proven ability to plan, schedule, organize, prioritize and assign workload.
• Demonstrated ability to lead, coach, and motivate staff.
• Strong interpersonal skills with an aptitude for teamwork and building relationships.
• Self-starter with the ability to encourage and motivate others and sound judgment in solving problems.
• Strong computer skills including office applications, banking and product applications.

Turtleford Credit Union offers competitive wages and a full range of employee benefits.  If you are interested in this role, we invite you to submit your resume and cover letter in confidence to Holly Matias, Office Manager at Holly.Matias@turtlefordcu.ca.

We appreciate the interest of all applicants; however, only those selected for interviews will be contacted.