Member Services Representative

HMECU; Hamilton; On-site; CAD 36,285 - 44,124; Full time

Benefits offered by this job

100% employer paid benefits

Extended Health

Dental

STD

LTD

Pension plan 7%

Job summary

HMECU’s Hamilton branch is hiring a Member Services Representative (MSR) to deliver frontline banking services and exceptional member experiences. You will build trusted relationships, understand member needs, and recommend appropriate products to support their financial wellbeing, while ensuring accurate and compliant daily operations.

Reporting to the Branch Manager, you will handle service across in-person, phone, and email channels, open accounts, process payments, and contribute to a

Qualifications

• Minimum 1 year of cash-handling experience; prior banking or credit union experience preferred.
• Superior customer service skills, including handling difficult or sensitive member situations.
• Basic computer proficiency, including Microsoft Word, Excel, and Outlook.
• Strong attention to detail and organizational skills.
• Must be bondable.

Responsibilities

• Build strong relationships with members by assessing needs and recommending appropriate products and services.
• Provide service and proactive financial advice through in-person, phone, and email channels with professionalism and clarity.
• Resolve member concerns using sound judgment and service recovery techniques.
• Support members in setting up CU-Line and online services.
• Solicit new business from members by addressing specific financial needs.
• Sell and process primary cheques (bank drafts), U.S. money orders, travelers cheques, travel insurance, term deposits, and renewals.
• Promote and upsell Credit Union products to achieve individual and organizational sales targets.
• Open and close member accounts.
• Receive and process members’ bill payments.
• Ensure accuracy in all member transactions, including RRSPs, TFSAs, GICs, and term deposits.
• Accurately complete personalized cheque orders and direct to the appropriate person.
• Process payroll deductions and splits correctly, ensuring proper filing and routing.
• Balance cash drawers, outgoing cheques, and other transactional responsibilities daily.
• Maintain organized member files and complete daily filing, including cheques, loans, RRSPs, and GIC paperwork.
• Perform clearing duties as needed.
• Maintain up-to-date knowledge of HMECU policies, procedures, guidelines, and legislation, including Money Laundering and Privacy regulations.
• Follow HMECU’s Privacy Policy at all times.
• Inform managers of potential or known issues regarding policies, procedures, or regulations.
• Ensure compliance and accuracy in all operational processes.
• Offer support to other employees as needed.
• Respect contributions from all team members and participate in team-building initiatives.
• Understand how individual tasks contribute to the overall vision of the Credit Union.
• Communicate clearly and professionally with members, colleagues, and management.
• Demonstrate resilience, accountability and flexibility in a fast-paced environment.
• Remain positive during times of change, uncertainty, or policy updates.
• Accept new policies, procedures, and products with a proactive attitude.
• Commit to maintaining a safe and healthy workplace.
• Understand that accident prevention is a shared responsibility between management, staff, and the Health & Safety Committee.
• Follow HMECU’s Health and Safety Policy at all times.

Skills

cash-handling

customer service

computer proficiency

attention to detail

bondable

Job description

Job Type

One (1) full-time new vacancy

Location

Beautifully renovated Limeridge Branch.

Address: 209 Limeridge Rd East Hamilton ON L9A 2S6

Hourly Wage

Starting rate = $26.34 per hour with ability to earn up to $32.03 per hour.

Benefits

100% employer paid benefits. Extended Health, Dental, Short-term disability (STD), Long Term Disability (LTD) and 7% contribution of earnings into Pension plan.

Introduction

Are you passionate about helping people with their everyday banking needs and building meaningful relationships along the way? Do you enjoy a fast-paced, member-focused environment where accuracy, service, and teamwork matter? If so, a position as a Member Services Representative (MSR) at Healthcare and Municipal Employees’ Credit Union (HMECU) may be a great fit for you.

Company

HMECU has been serving our healthcare, municipal, fire and police community for over 90 years! We value dedication and commitment to excellent service. Our team members are the heart of our Credit Union, and we are looking for individuals that share our vision and purpose. We take pride in the service we provide to our members and are looking for an enthusiastic and passionate candidate to join our branch team.

Our Purpose

We care for the financial needs and wellbeing of our members so you can focus on what matters most.

Job Purpose & Summary

Reporting to the Branch Manager, the Member Services Representative (MSR) is responsible for providing a full range of frontline banking services while delivering exceptional member experiences. This role focuses on building trusted relationships, understanding member needs, and recommending appropriate products and services to support members’ financial wellbeing. The MSR plays a key role in daily branch operations, ensuring accuracy, compliance, and professionalism in all transactions, while contributing to a positive, collaborative branch environment.

Skill Requirements

• Minimum 1 year of cash-handling experience; prior banking or credit union experience preferred.
• Superior customer service skills, including handling difficult or sensitive member situations.
• Basic computer proficiency, including Microsoft Word, Excel, and Outlook.
• Strong attention to detail and organizational skills.
• Must be bondable.

What you’d be doing: Member Service & Sales

• Build strong relationships with members by assessing needs and recommending appropriate products and services.
• Provide service and proactive financial advice through in-person, phone, and email channels with professionalism and clarity.
• Resolve member concerns using sound judgment and service recovery techniques.
• Support members in setting up CU-Line and online services.
• Solicit new business from members by addressing specific financial needs.
• Sell and process primary cheques (bank drafts), U.S. money orders, travelers cheques, travel insurance, term deposits, and renewals.
• Promote and upsell Credit Union products to achieve individual and organizational sales targets.

Operational & Transactional Responsibilities

• Open and close member accounts.
• Receive and process members’ bill payments.
• Ensure accuracy in all member transactions, including RRSPs, TFSAs, GICs, and term deposits.
• Accurately complete personalized cheque orders and direct to the appropriate person.
• Process payroll deductions and splits correctly, ensuring proper filing and routing.
• Balance cash drawers, outgoing cheques, and other transactional responsibilities daily.
• Maintain organized member files and complete daily filing, including cheques, loans, RRSPs, and GIC paperwork.
• Perform clearing duties as needed.

Compliance, Risk & Knowledge

• Maintain up-to-date knowledge of HMECU policies, procedures, guidelines, and legislation, including Money Laundering and Privacy regulations.
• Follow HMECU’s Privacy Policy at all times.
• Inform managers of potential or known issues regarding policies, procedures, or regulations.
• Ensure compliance and accuracy in all operational processes.

Teamwork & Collaboration

• Offer support to other employees as needed.
• Respect contributions from all team members and participate in team-building initiatives.
• Understand how individual tasks contribute to the overall vision of the Credit Union.

Professionalism & Adaptability

• Communicate clearly and professionally with members, colleagues, and management.
• Demonstrate resilience, accountability and flexibility in a fast-paced environment.
• Remain positive during times of change, uncertainty, or policy updates.
• Accept new policies, procedures, and products with a proactive attitude.

Health & Safety

• Commit to maintaining a safe and healthy workplace.
• Understand that accident prevention is a shared responsibility between management, staff, and the Health & Safety Committee.
• Follow HMECU’s Health and Safety Policy at all times.

Please note: Healthcare and Municipal Employees’ Credit Union has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical need, please contact HR at 866‑808‑2888 or [e-mail] so that arrangements can be made.