Senior Member Service Representative

Your Neighbourhood Credit Union Limited; Windsor; On-site; CAD 32,000 - 46,000; Full time

Benefits offered by this job

BCorp Certified

Competitive compensation

Training & development opportunities

Volunteer opportunities

Free banking account

Discounted employee rates

Job summary

YourNeighbourhood Credit Union is seeking a Senior Member Service Representative in Windsor, Ontario. The SMSR provides a full range of services to members, responds to inquiries, analyzes needs, and guides customers to the best credit union solutions.

This role emphasizes accuracy, friendly service, and strong problem-solving to support local members. The position involves processing transactions, balancing cash, and maintaining ATM and teller operations while upholding security and policy.

Qualifications

• Grade 12 or equivalent. Post-secondary education/training an asset.
• 3 years proven experience in a financial institution including cash, reconciliation and member service.
• Strong communication, initiative and teamwork; professional, enthusiastic and able to train others.

Responsibilities

• Provide a full range of member services and respond to inquiries.
• Promote and explain Credit Union products and services.
• Process member transactions and service requests accurately and timely.
• Balance cash, process deposits/withdrawals, and handle ATMs with care.
• Resolve complex member questions and escalate when needed.
• Maintain security procedures and balance variances meticulously.

Skills

Customer service

Communication

Team player

Professional demeanor

Education

Grade 12 or equivalent

Post-secondary asset

Job description

Posting: 26-77
Location: Windsor
Union: COPE
JobType: Regular, Full-Time
Rate of Pay: $28.47

Are you acommunity-minded person that’s passionate about investing locally and givingback to your community? Do you like working with other awesome and like-mindedpeople toward a common goal?

Here at YourNeighbourhood Credit Union (YNCU), we are all about putting our money where ourmouth is and keeping our dollars local and investing back into our members,staff, and community; and we are looking for people like you to join our team.
Take a look atthis job posting, and if it’s a good fit, we encourage you to apply. If it’snot for you but you know someone that may be better suited for it, we welcomeyou to share it with them! Thanks for checking us out!
The Role

The SeniorMember Service Representative (SMSR) provides a full range of services tomembers including responding to enquiries, analyzing needs and assistingmembers to utilize the products or services which best meet those needs. TheSMSR sells Credit Union products, processes member transactions and requests,resolves member problems that cannot be resolved by MSR’s, reviews reports toidentify variances and required action, composes routine correspondence andmakes decisions regarding the delivery of service to members. The SMSR alsoprovides technical direction and resolves complex problems and membercomplaints referred by MSR’s - including the satisfactory resolution of MSRquestions.

• Commitment to the credit union's Mission, Vision and Value statement
• Lead, by example by having anupbeat and positive attitude when working with members and staff
• Provide courteous service tomembers, striving to increase member satisfaction with the level ofservice provided
• Be knowledgeable about the CreditUnion's full range of financial services including investments so productsare promoted and the Members' needs are identified and referredappropriately
• Provide assistance to members byopening memberships and accounts, answering questions, and servicingmember requests for transaction services
• Identify and fulfil members’financial services needs - within the Credit Union’s policy and proceduralframework: cash cheques, receive bill payments, order cheques, buy/sellforeign cash, personal money orders and travel insurance, process RRSP andRRIF transactions, process term deposit and GIC transactions, acceptapplications for Easy Access Card, MemberCard, Payment Card and MasterCard
• Key postdated transactions andlarge transactions for BM and ABM's
• Key any rate changes when requiredand rate approvals for any exceptions made by management or directors
• Process ATM envelopes - balance andremove holds and process any corrections with other institutions thru theexchange network
• Balance ATM 's and add cash on aweekly basis, make adjustments when required
• Maintain ATM areas - fillenvelopes, receipt paper, ink cartridges; troubleshoot ATM tech issues andcall for service when necessary
• Balance and reconcile G/L accountsand ATM’s, monitor cash flow and maintain proper levels of cash to meetrequirements, ensure that appropriate G/L accounts are balanced daily,reconcile variances and initiate corrective action when required toresolve balancing problems
• Assist with a varietyofadministrative activities including maintenance of safety deposit boxes,cash accounts and routine data system reports
• Joint Custody (lead custodian) ofcombinations for Vault, Treasury, ATM and Night Depository
• Disburse cash to MSR’s andreplenish ATM cash - within the prescribed policies and procedures of theCredit Union
• Treasury management - communicatingand ensuring that regulations regarding adjustments, cash custody andsafe-guarding and lock-up procedures are understood and adhered to
• Resolves complex problems andmember complaints referred by subordinates to ensure the needs of membersand the Credit Union are met
• Maintain teller/counter transactionvolumes that are generally equivalent to a minimum of 80% of the averageMSR weekly transaction volume for the Senior MSR’s branch location
• Assist with the implementation ofcorrective actions - to rectify problems within the work area - when/ifrequested
• Record and balance securities(working supply) daily and conduct monthly securities audits withmanagement
• Audit new and closed membershipfiles
• Scan and balance branch cheques andtransmit via Central 1
• Assist in locating any outages thatmay occur in teller cashboxes when a variance is posted
• Scan and upload new and closed loanfiles to lending
• Shred any cheques that are readyfor destruction
• Change branch combinations fornon-management as per YNCU policy
• Follow up for members with maturingGIC investments
• Answer incoming calls to branch
• Process instructions for Registeredand Non-registered GIC's for members
• Monitor and maintain adequate cashsupplies
• Balance and rectify variances -including the provision of assistance to MSR’s who are “out-of-balance”
• Follow security procedures andensure that other employees adhere to security procedures
• Distribute reports
• Perform other specific tasks as maybe directed from time to time

This position is to replace anexisting vacancy within our team.

What we arelooking for

• Grade 12 or equivalent.Post-Secondary education/training an asset.
• 3 Years proven experience in afinancial institution that would include: cash custody, the reconciliationof cash and G/L accounts, member service, office procedures andaccounting. In order to explain, train and answer questions in areas ofthe operation.
• Must be professionally aggressiveand enthusiastic. Must be able to communicate well, both verbally and inwriting. Understanding of and ability to influence people throughsupervision and training. Must be a team player.
• Must be bondable

Why work at YNCU?

• B Corp Certified
• Competitive Compensation, Incentive Programs and Benefits
• Initiatives including our Employee and Family Assistance Program, premium membership for Calm, and LIFT Virtual Fitness
• Training and Development Opportunities
• Community Sponsored Events Employee and paid Volunteer opportunities
• Opportunities to get involved with fun and meaningful committees
• Free banking account
• Discounted Employee Rates

YNCU strives to be a diverse workplacereflective of the communities that we live in. We are committed to a diverseworkforce and invite everyone to apply. YNCU makes hiring decisions solely onqualifications, merit, and business needs at the time.
YNCU is an equal opportunity employer that iscommitted to diversity and inclusion in the workplace. We prohibitdiscrimination and harassment of any kind based on race, colour, sex, gender,religion, sexual orientation, national origin, disability, pregnancy, or anyother protected characteristic as outlined by national, provincial, ormunicipal laws. This applies to all employment practices within ourorganization, including hiring, recruiting, promotion, termination, layoff,recall, leave of absence, compensation, benefits, and training. YourNeighbourhood Credit Union will provide accommodations for persons withdisabilities, where needed, to support their participation in our recruitmentprocess. Please contact Human Resources at [e-mail]

Find the Perfect Job for You.

We’re offering many different roles in many different Ontario locations, so this is where the search for your perfect job begins!
While you’re at it, think about your friends, family and neighbours. Are there people you know that also want to be part of something great?

We want to know about you, but we also want you to know about us. And if you have an interview coming up, your insight and knowledge of YNCU will surely wow us!

The credit union story – a story of compassion, community, and commitment to the local economy – is one we want you to not only hear, but share. Credit union members are owners too, which is the underlying foundation that drives our story. But credit unions are also full-service financial institutions with competitive rates and products! By joining YNCU, you can be a part of this great story and help us tell it.

In the About Us section you can learn all kinds of things, from our guiding principles to our unity story.

Human Resources 519.804.9190 x673 or [e-mail]
YNCU will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process.

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