Member Experience Representative

FirstOntario Credit Union; St. Catharines; On-site; CAD 30,000 - 60,000; Full time

Job summary

A financial institution in the Niagara Region seeks a Member Experience Representative to deliver exceptional service and identify financial solutions for members. The role includes business development and providing operational support, requiring a Grade 12 education and 3 years of relevant experience. Ideal candidates will possess skills in customer service and communication. This full-time position offers $27.24 per hour and is suitable for entry-level applicants.

Qualifications

• 3 years of experience in an office, credit union, or bank setting.
• Demonstrated efficiency and technical knowledge relevant to the role.
• Ability to work independently and in a team environment.

Responsibilities

• Provide exceptional member service and identify financial solutions.
• Engage in business development activities outside the branch.
• Ensure timely and accurate transactional services to members.

Skills

Customer service

Interpersonal skills

Communication skills

Sales techniques

Education

Grade 12 or equivalent

Tools

Microsoft Office Suite

Job description

Member Experience Representative – FirstOntario Credit Union – St. Catharines, Ontario.

Job Overview

The Member Experience Representative is responsible for providing exceptional member service and identifying and providing solutions for members' financial needs. They will offer timely, accurate financial advice, foster member relationships, and support branch business development.

Role

Sales

• Uncover and identify opportunities with members and prospective members.
• Responsible for proactive business development activities, both internally and outside the branch.
• Provide products and services to increase share of wallet and ensure we are the primary institution of choice.
• Utilize the sales cycle to capture all sales & service opportunities and follow up with the Membership Relationship Management (MRM) system.
• Provide relevant and qualified referrals based on business plan and assigned goals (e.g., Wealth Management, Commercial, Investments).
• Accountable for achieving goals for a portfolio of members as set out by the Branch Manager.

Service

• Adhere to Member Experience standards with all members and external partners.
• Promote all alternative delivery channels (online banking, PAT, mobile banking, etc.).
• Operate and make decisions within prescribed delegated authorities.
• Provide timely, accurate transactional service: deposits, withdrawals, cheque cashing, member cards, pinning, cheque ordering, statement inquiries.
• Back up traditional MSR and MC roles.
• Assist or relieve other positions with duties in the branch or region.

Operations

• Complete branch opening and closing activities as required.
• Perform all audits, processes, and proofing required.
• Balance cash daily or as instructed.
• Provide credit and non-credit administration support to Management.
• Assist in maintaining safety deposit box records and controls.
• Perform custodian functions (cash orders, teller crosses, branch cash holding).
• Consider health & safety as a primary concern.

Job Specifications

• Complete other job-related courses and certificates as required.
• Competent knowledge of Microsoft Office Suite.
• Knowledge of the financial services industry and competitor benchmarks.
• Demonstrated interpersonal and communication skills.
• Can work with minimal supervision.
• Team player, willing to assist other staff.
• Positive attitude and exceeds expectations.
• Position expectation meeting required prior to award.

Job Requirements

• Grade 12 or equivalent.
• Demonstrated efficiency, technical knowledge, and ability to perform the job.
• 3 years office, credit union, or bank experience, or demonstrated experience.

We encourage diverse applicants

We encourage you to apply! If you do not meet every requirement, we welcome diverse backgrounds and perspectives. Inclusion, diversity, and equity are essential to our success and we support accessibility. Please let us know if you require accommodation during the recruitment process.

Salary

$27.24 per hour

Seniority Level

• Entry level

Employment Type

• Full‑time

Job Function

• Management and Manufacturing
• Banking