Senior Member Service Representative

Northern Savings Credit Union; Daajing Giids; On-site; CAD 42,000 - 64,000; Full time

Job summary

Northern Savings Credit Union is seeking a Senior Member Service Representative to be the first point of contact for members, handling routine financial transactions and promoting Credit Union products. The role supports the Member Service Representative team with coaching and training in a busy branch environment.

Responsibilities include processing deposits/withdrawals, resolving member issues, and ensuring accurate, secure handling of all transactions.

Qualifications

• High School diploma required.
• Post-secondary education is an asset.
• CCUA and/or CUTraining certifications are assets.

Responsibilities

• Provide excellent member service and cross-sell Credit Union products.
• Process a wide range of cash and non-cash transactions accurately.
• Assist with branch operations, opening/closing procedures and daily cash handling.
• Maintain confidentiality and security of member information.
• Support teammates to meet branch goals and deliver seamless service.

Skills

Sales experience

Customer service

Communication

Microsoft Office

Cash handling

Multi-tasking

Confidentiality

Teamwork

Education

High School diploma

Post-secondary education

CCUA / CUTraining

Tools

Microsoft Office

Job description

Every employee must honour the vision, mission and values of Northern Savings Credit Union.

Primary Purpose

The Senior Member Service Representative (SRMSR) serves as the first point of contact in providing excellent member service while handling routine financial transactions. This position recognizes opportunities and takes appropriate actions to promote and cross-sell Northern Savings Credit Union (Credit Union) products and services and refers to other staff where applicable. The SRMSR is a key position in the branch providing day to day support, technical coaching, hands on training, and guidance to the Member Service Representative team. This role does not have any supervisory duties.

Key Accountabilities

Member Service

• Acknowledge and greet members or potential clients.
• Recognizes member needs, promotes and cross sells Credit Union products and services,
• Refers complex requests for information and assistance to appropriate departments or subsidiary
• Knowledgeable on in all Credit Union’s financial products and services, and subsidiaries.
• Continually markets the benefits of membership to non-members to grow the member base.
• Participates in product and services promotions and campaigns.
• Ensures policy and procedure updates are communicated, understood and implemented
• Is knowledgeable in all Northern Savings financial products and services to enable referrals to Financial Services Representatives, Retail lending and Business Services, Financial Planning, and Insurance (life, property and casualty).
• Takes ownership in utilizing available learning resources to develop and maintain expertise in all Credit Union products, services, and processes.
• Recognizes member needs and promotes and cross sells products and services.
• Takes ownership of member issues and complaints, resolving and escalating as appropriate.
• Presents a professional image to members and internal customers (other staff).
• Other duties and responsibilities as assigned.

Cash Transactions

• Processes wide range of financial transactions while offering a suite of deposit products.
• Prepares and processes deposits and withdrawals using cash recycler unit, cheque cashing, transfers between accounts, utility bill payments, drafts, money orders (CDN & US), processes hold funds and prepares outgoing wire transfers, credit card advances, calculation and sells foreign currency, balance manual bill payments.
• Lists and balances outgoing cheques and balances all transactions and vouchers within established time frames
• Cash and deposit supply management.
• Recycler set up, loading and balancing.
• Adheres to branch cash limits as outlined in the policy and procedure manual
• Maintains joint custody of combinations
• Manage treasury and GL balancing.
• Accurately handle cash, balance cash and reconcile discrepancies.
• Adheres to security procedures as they pertain to the position.
• Orders, verifies and ships cash and counterfeit currency
• Ships mutilated cash and coin
• Other duties and responsibilities as assigned.

Non-Cash Transactions

• Accesses cheque imaging for member information and verification
• Assists members with lost or stolen cards (ATM or MasterCard).
• Performs change of address
• Orders/prints cheques
• Adds or changes package status.
• Sets up or adjusts auto transactions and stop payments
• Sets up Member link Access code and bill payment vendors for member link.
• Responds to members ATM card or other banking problems and inquiries
• Sets up new and deals with accessing or closing out safety deposit boxes.
• Prints in-house bank statements
• Escalate unresolved member’s banking concerns to Manager.
• Perform Branch Opening and Closing Procedures.
• Transfers funds from demand accounts into a current RRSP contract
• Sets up auto transfers to RRSP
• Produce and print member cards, reset passwords
• Processes account opening and closures for members.
• ATM balancing and processing night deposits
• Distribute marketing material, maintain ordering supplies and branch filing.
• Perform retrieving and processing of daily mail
• Coordinates outgoing mail and maintenance of the postage machine
• Tracks sales and referrals as required.
• Performs opening and closing procedures of Recycler and ACD unit
• Processes treasury and GL transactions for end of day balancing
• Administration of Safety Deposit Data Base .
• Perform a variety of administrative activities including maintenance of dormant accounts, cash accounts, orders and maintains cash supplies, balances and reconciles general ledger accounts.
• Other duties and responsibilities as assigned .

Operational Effectiveness

• Provide operational support to other team members
• Attend, participate and contribute to scheduled meetings as required
• Has excellent knowledge of processes and procedures that apply to the MSR role.
• Identifies process improvements and escalates to Manager.
• Ensures that all interactions with members and fellow staff are completed in a professional and timely manner.
• Demonstrates reliability and punctuality in attendance and completion of work.
• Participate in mandatory cross training opportunities as they are made available.
• Other duties and responsibilities as assigned.

Risk Management and Financial Health:

• Meets compliance, confidentiality and regulatory requirements and abides by management policy and branch procedures.
• Accurately and efficiently processes member transactions
• Understands authorities with respect to overrides, waiving service charge and negotiable items custodial duties.
• Follows Privacy Act and Anti-Money Laundering Legislation
• Other duties and responsibilities as assigned.
• Act as a primary signor for all related items.
• Assists frontline staff with identifying and reconciling outages
• Provides overrides and initials as required
• Assists frontline staff in ATM and Night Deposit functions
• Provides trouble shooting assistance for ATM problems
• Member Service supply inventory tracking and replenishing
• Provides support, advice, and hands on training to team members in the areas of member service, administrative tasks, cash/non-cash transactions, equipment, and technical operations.
• Performs MSR duties to ensure prompt, professional service to members.
• Other duties and responsibilities as assigned.

Minimum Qualifications

Education:

• High School diploma is a requirement.
• Completion of post-secondary education is an asset.
• Completion of CCUA and/or CUTraining courses related to this position is an asset.

Experience:

• Previous sales and service experience is required.
• Previous financial services experience is required.

Skills and Competencies:

• Demonstrated sales and service skills.
• Ability to prioritize and organize work within time constraints.
• Ability to communicate and liaise professionally with members, potential customers, community groups and co-workers while maintaining confidentiality.
• Consistently punctual, reliable, and accountable in meeting work commitments
• Working knowledge, skills and experience in Microsoft Office.
• Actively listens and responds empathetically.
• Maintains a positive, helpful attitude and respect for team schedules
• Accurate data entry and transaction processing and problem-solving skills
• Willing to support teammates to meet branch goals
• Responds well to change in policies, procedures, or technology.
• Handles member information with care and discretion.
• High level of ownership, accountability, and initiative.
• Demonstrated ability to multi-task in a fast-paced environment.
• Actively seeks opportunities to building member relationships.