Service Representative - Waterloo Region

Libro Credit Union; Kitchener; On-site; CAD 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salaries

Living Wage employer

Staff accounts and staff rates on prod

Wellness program

Staff appreciation programs and awards

Job summary

Libro Credit Union is hiring a Service Representative to support the Waterloo Region. The role involves first-point-of-contact member assistance in branches, over the phone, and via digital channels, delivering prompt, friendly, and accurate service.

You will handle routine banking transactions and help members with digital banking needs while upholding privacy and AML procedures. This is a full-time, in-branch position with shifts including evenings and weekends as needed.

Qualifications

• Front-line customer service or financial services experience.
• Strong attention to detail in a fast-paced environment.
• Ability to handle daily banking transactions and digital banking support.

Responsibilities

• Serve as the primary point of contact for members visiting the branch, calling in, or engaging through digital channels.
• Deliver prompt, friendly, and accurate service, ensuring a positive member experience at every interaction.
• Efficiently execute a range of routine banking transactions including deposits, withdrawals, bill payments, loan payments, and bank drafts.
• Support members with digital banking needs, including troubleshooting, navigation, and use of self-serve platforms.
• Handle member concerns or service issues with empathy, professionalism, and a focus on resolution.
• Demonstrate strong knowledge of day-to-day banking products including demand deposit accounts, debit and credit cards, e-transfers, and statement services.
• Recognize and act on opportunities to refer to branch specialists.
• Adhere to all procedures regarding privacy, anti-money laundering (AML), and financial transaction verification.
• Contribute to a positive and inclusive team environment that reflects Libro’s values and culture.

Skills

Customer service

Banking transactions

Digital banking assistance

Attention to detail

Job description

Libro Credit Union is growing!

supporting the Waterloo Region.

At Libro Credit Union, every employee and every customer are members. Everything we do is about strengthening financial well‑being for a better tomorrow.

• Empowering people to live their most fulfilled lives.
• Supporting businesses and communities to thrive.
• Caring for the planet and economic growth through sustainable practices.

Career Opportunity

Libro Credit Union is growing!

Join Libro Credit Union as a Service Representative

supporting the Waterloo Region.

At Libro Credit Union, every employee and every customer are members. Everything we do is about strengthening financial well‑being for a better tomorrow.

As a Certified B Corporation©, we use business as a force for good. That means:

• Empowering people to live their most fulfilled lives.
• Supporting businesses and communities to thrive.
• Caring for the planet and economic growth through sustainable practices.

Libro invests in our employee’s development and career ambitions. We value candidates who are accountable, courageous, inclusive, driven to perform and have a passion for supporting people, local business and communities in strengthening their financial well‑being.

We are currently hiring a Service Representative to support the Waterloo Region. This position is for an existing vacancy. This position requires availability to work shifts as scheduled, including evenings and weekends if applicable and requires flexibility to changes in hours as required.

The Service Representative is the first point of contact for members at Libro branches, providing essential day‑to‑day transactional support with a high level of service and accuracy. As the face of Libro in the branch, the Service Representative plays a critical role in maintaining trust, efficiency, and member satisfaction.

The Role

• Serve as the primary point of contact for members visiting the branch, calling in, or engaging through digital channels.
• Deliver prompt, friendly, and accurate service, ensuring a positive member experience at every interaction.
• Efficiently execute a range of routine banking transactions including deposits, withdrawals, bill payments, loan payments, and bank drafts.
• Support members with digital banking needs, including troubleshooting, navigation, and use of self‑serve platforms.
• Handle member concerns or service issues with empathy, professionalism, and a focus on resolution.
• Demonstrate strong knowledge of day‑to‑day banking products including demand deposit accounts, debit and credit cards, e‑transfers, and statement services.
• Recognize and act on opportunities to refer to branch specialists.
• Adhere to all procedures regarding privacy, anti‑money laundering (AML), and financial transaction verification.
• Contribute to a positive and inclusive team environment that reflects Libro’s values and culture.

What We’re Looking For

• A passion that aligns with Libro’s Purpose. We want to strengthen financial well‑being for a better tomorrow and we’re looking for people to join us in making a difference to people, businesses, and communities.
• Display the Libro values of Accountability, Courage, High Performance and Inclusive Mindset.
• Front‑line customer service or financial services environment.
• Experience in a front‑line customer service or financial services environment.
• Strong attention to detail skills working within a fast‑paced environment.

We Offer Total Reward Programs to Set You Up for Success In & Outside of Work

• Competitive salaries, and a proud Living Wage employer.
• Employee wellness program.
• Staff accounts and staff rates on products and services.
• Staff appreciation programs and awards.

Libro is committed to fostering a safe, healthy, and inclusive work environment that inspires respect. As an inclusive employer we are committed to providing a fully accessible recruitment process. Email us at [e-mail] any time during the recruitment process to let us know what supports you may need to be successful.

Please note the expected salary range for this role is available on the Libro Careers site, where candidates are required to apply.