Member Experience Representative

FirstOntario Credit Union; Thorold; On-site; CAD 33,000 - 47,000; Full time

Benefits offered by this job

Health and wellness benefits

Mental health benefits

Pension Plan

Professional development stipend

Volunteer program

Employee and Family Assistance Program

Exclusive banking benefits

Job summary

FirstOntario Credit Union is seeking a Member Experience Representative to deliver exceptional service and identify financial solutions for members and prospective members, helping them reach their goals and becoming their primary financial institution. The role requires teamwork and going above and beyond to ensure the best member experience across branches.

The position involves uncovering opportunities, proactive business development, offering products to grow share of wallet, and supporting

Qualifications

• Demonstrated interpersonal and communication skills.

Responsibilities

• Uncover and identify opportunities with members and prospective members.
• Proactive business development activities and fulfilment both internally and outside the branch.
• Provide products and services to members to increase share of wallet.
• Utilize the sales cycle to optimize value for members and capture sales & service opportunities using MRM.
• Provide relevant and qualified referrals based on business plan and assigned goals (Wealth Management, Commercial, Investments).
• Achieve goals for a portfolio of members as set out by the Branch Manager.
• Adhere to Member Experience standards with all members and external partners.
• Promote all delivery channels to the Member (online banking, PAT, mobile).
• Operate within delegated authorities as per letter of authority.
• Provide prompt, accurate transactional service (deposits, withdrawals, cheques, cards, PINs).
• Backup traditional MSR & MC roles; assist other branches within region.
• Complete branch opening and closing activities.
• Perform audits, processes and proofing.
• Balance cash daily.
• Provide credit and non-credit administration support.
• Maintain safety deposit box records and controls.
• Perform custodian functions with cash custody, shipments, and related duties.
• Prioritize health & safety.

Education

Grade 12 or equivalent

Tools

Microsoft Office Suite

Job description

• Top-tier health and wellness benefits, including comprehensive benefits packages and a yearly Personal Spending Account
• Enhanced mental health benefits through SunLife and TELUS Health
• Pension Plan
• Up to $1000 per year towards professional development
• Company-wide Employee Volunteer program (Blue Wave Program)
• Employee and Family Assistance Program

• Competitive compensation packages
• Top-tier health and wellness benefits, including comprehensive benefits packages and a yearly Personal Spending Account
• Enhanced mental health benefits through SunLife and TELUS Health
• Exclusive banking benefits
• Pension Plan
• Up to $1000 per year towards professional development
• Company-wide Employee Volunteer program (Blue Wave Program)
• Employee and Family Assistance Program

Job Overview

The Member Experience Representative is responsible for providing the optimal member experience through exceptional member service and identifying and providing solutions for members' financial needs. The Member Experience Representative will provide relevant, timely and accurate financial advice to members and prospective members to meet their financial goals, and to become the financial institution of choice. The Member Experience Representative must be a team player and willing to go above and beyond to provide the optimal member experience. The Member Experience Representative will assist with achieving the goals and objectives relating to business development as set forth by the Branch Manager at multiple branches.

Role

Sales

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

Service

• Must adhere to FirstOntario Credit Union's Member Experience standards with all of our external and internal members along with external partners.
• Must promote all alternative delivery channels to the Member including but not limited to online banking, PAT, mobile banking etc.
• Operate and make decisions within prescribed delegated authorities including but not limited to guidelines outline in your "letter of authority"
• Provide prompt, accurate efficient transactional service to members, including deposits, withdrawals, cheque cashing, member cards and pinning, cheque ordering and general statement inquiries
• Required to backup traditional MSR, & MC roles
• Assist / relieve other positions or with duties in the home branch or other branches within region as

Operations

• Complete branch opening and closing activities, as required or
• Perform all audits, processes and proofing as required
• Balance cash daily or as instructed
• Provide credit and non-credit administration support to Management and other staff as required (reporting, member correspondence, etc.)
• Assist in maintaining combinations and safety deposit box records and controls
• Perform custodian functions according to policy and procedures with respect to cash custody, safeguarding and securities. This includes cash orders and shipments, teller crosses, and managing branch cash holding
• Consider health & safety as a primary concern to ensure the overall well-being of the department and members

Job Specifications

• Must complete other job-related courses and certificates as required
• Competent knowledge of Microsoft Office Suite
• A knowledge of the Financial Services Industry as well as active correspondence of competitors benchmarks and standards
• Must have demonstrated interpersonal and communication
• Must be able to work well with a minimum of supervision
• Must be capable of working as a team player, willing to assist other staff as required
• Must have a positive attitude and will go above and beyond
• Position expectation meeting will be required prior to awarding the position

Job Requirements

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

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know.

This position is for an existing vacancy.

Salary: $28.88 per hour