Member Service Team Lead

Coastal Community; Prince George; On-site; CAD 47,000 - 53,000; Full time

Job summary

Integris, a division of Coastal Community Credit Union, is seeking a Member Service Supervisor 2 (MSS) to lead the MSR team at the Prince George branch in BC. You will mentor staff, oversee daily operations, and ensure service excellence while meeting sales goals.

The role requires 2–3 years in leadership, 1–3 years in financial services, and strong customer service and regulatory knowledge. On-site work with a focus on AML/KYM/privacy compliance and branch performance.

Qualifications

• 2–3 years in leadership roles, with strong organizational skills.
• 1–3 years in financial services, with solid banking product knowledge and regulations.
• 3–5 years in customer service, with excellent communication skills.
• Advanced use of financial software and tools for transaction processing and reporting.
• Strong attention to detail and problem-solving for account discrepancies.
• Ability to cross-sell products while meeting branch goals.
• Solid understanding of AML, KYM, and privacy regulations.

Responsibilities

• Coach, mentor and motivate MSR team to achieve results and follow policies.
• Schedule and monitor MSR daily activities to meet targets.
• Identify training needs and oversee training programs.
• Participate in MSR hiring and career development decisions.
• Meet sales and referral goals for the branch.
• Handle member issues and complaints to create win-win outcomes.
• Mentor MSR staff on member service excellence.
• Set, track and monitor service and sales goals.
• Schedule MSR workflow for efficient branch operations.
• Ensure accuracy and compliance in MSR transactions.

Skills

Leadership experience

Financial services knowledge

Customer service

Financial software proficiency

Cross-selling

Regulatory compliance (AML/KYM/Privacy

Product knowledge (loans, investments)

Tools

Transaction processing software

Reporting tools

Job description

Integris, a division of Coastal Community Credit Union, is seeking a Member Service Supervisor 2 (MSS) to lead the MSR team at the Prince George branch in BC. You will mentor staff, oversee daily operations, and ensure service excellence while meeting sales goals.

The role requires 2–3 years in leadership, 1–3 years in financial services, and strong customer service and regulatory knowledge. On-site work with a focus on AML/KYM/privacy compliance and branch performance.