Job Description

Description :

About connectFirst Credit Union

As a credit union, we\'re different than a bank - and we like it that way.

At connectFirst, we spend our days helping our members achieve their financial aspirations through a community-focused approach to banking that\xe2\x80\x99s true to our co-operative principles. You\xe2\x80\x99re our member, not a number. We\xe2\x80\x99re your neighbours and your partner. Over 80 years ago we started from humble beginnings. Through the years, we\xe2\x80\x99ve grown to become one of Alberta\xe2\x80\x99s leading financial institutions through a desire to connect the dots between your dreams, your goals, your community, and your financial wellness and we echo these desires through our new, consolidated connectFirst brand.

We believe that banking is about more than money - it\xe2\x80\x99s a cornerstone of every vibrant community and that our members should expect us to positively impact the financial success and viability of the communities that we call home. We invest meaningfully in the potential and well-being of our employees, and what matters most to our members. We have honest conversations about real things, as real people. Our members are owners, they have a say in how we operate, they earn dividends on common shares and investment shares, and they have access to an extensive array of financial products and services.

• Our mission: Make money make a difference.
• Our vision: Do what\'s right for every member.
• Our values: Think big, act local, take charge, and make it easy.

We\xe2\x80\x99re committed to providing remarkable experiences to our members, our communities, and our employees, and we\xe2\x80\x99re proud to be regarded as one of the best:

• Named among Canada\xe2\x80\x99s Most Admired Corporate Cultures\xe2\x84\xa2 by Waterstone Human Capital
• Recipient of Canada\xe2\x80\x99s Best Managed Companies award for 21 consecutive years
• $12.3 billion book of business (Deposits=45%, Loans=43%, Wealth Management=10%, Syndicated Loans=2%)
• 750 employees
• $585 million in Member\'s equity

Position Overview:

The Estate Support Quality Lead is responsible for sharing ideas and applying analytical, interpretive, evaluative thinking within areas of expertise. This role, in parallel with the Mgr, Estate & Investment Support and Investment Support Quality Lead guides the strategy and vision for our team \xe2\x80\x93 ensuring we are accelerants for Estate Support expertise to the business. This role is responsible for precisely and thoroughly performing advanced and complex duties in the specialized estate area while acting as a lead within the team to ensure that the needs and expectations of the branch/department teams are met. The Quality Lead thrives in a fast-paced and regulated environment while acting as a subject matter expert for the department including providing direct support to all department areas and frontline teams.

Key Accountabilities:

• Provides remarkable member service that builds trust through responsive service and support to deliver what is right for every member, while balancing the interests of the credit union.
• Identifies, advises, and implements modifications to a range of processes and procedures affecting the organization as it relates to Estate Support through problem identification and ongoing consultation.
• As a senior resource, take ownership and display effective use of problem solving, analytical skills, responsiveness and member focus to mitigate and/or provide appropriate resolutions to issues as first level of escalation.
• Be subject matter expert; Confidently, competently and independently able to process all assigned tasks.
• Follow up with team and provide guidance and product knowledge training and/or identify knowledge gaps to ensure complete and effective in allowing staff to process independently.
• Direct workflow daily to ensure Service Level Expectations are consistently being met.
• Assist Manager with team management and act on behalf of the Manager in their absence.
• Accurately and timely processes a wide variety of tasks, as they relate to specific estate support processes such as daily transactions handling, monitoring and banking system posting/manipulations including complex estate investment transactions.
• Evaluates processes and makes recommendations for areas of concerns and/or process improvements to increase operational effectiveness.
• Controls and supports monitoring of administration risk exposure; ensures that compliance within the organization and other partners\xe2\x80\x99 policies and guidelines, including forms, meet requirements.
• Assists in developing, reviewing, writing, and maintaining department policies, procedures, manuals and forms.
• Analyses, revises, and documents work procedures and processes; suggests methods to increase efficiency and accuracy while identifying and resolving compliance queries and processing errors while mitigating any impact to the member experience.
• In conjunction with the manager, leads the year-end balancing, reports to CRA, and conducts several internal audits.
• Contributes to the development, implementation, and maintenance of the departmental initiatives/programs while being actively involve in departmental and divisional projects.
• Supports the implementation of the established annual business plan for the department.
• Remains current on best practices, legislations, regulations, policies and procedures.
• Builds collaborative working relationships with staff external to the department and external networks within area of specialization to facilitate and continually improve member journey.
• Supports all group areas of the department when management is unavailable.
• Acts as an expert for the department and the organization.
• Works independently while exercising judgment to identify, diagnose, and solve unique problems and complex tasks/deals within given rules.
• Ensures the consistent delivery of a remarkable member service experience while complying with regulations, best practices, policies and procedures.
• Follows security and safeguarding procedures and applies due diligence in accordance with cFCU\xe2\x80\x99s policies including trusteeship rules, payment legislation, etc.
• Partners actively with internal and external colleagues and partners to provide the right service or expertise to deliver on a remarkable member experience.

Experience and/or Educational Requirements:

• 6 - 8 years experience in banking with preference given for those with experience in estate administration.
• Completed a relevant certificate, diploma, degree or designation program and a willingness to continue studies to develop expertise in estate administration.
• An equivalent combination of education and experience may also be considered.

Skills and Competencies:

• Excellent computer skills in Microsoft Office applications and easily learn other programs.
• Excellent communication skills; both written and verbal.
• Excellent customer service orientation.
• Excellent critical thinking and analytical skills.
• Excellent organizational and multi-tasking skills.
• Excellent attention to detail.

Qualified applicants are invited to apply online.

We thank all applicants for their interest. Please note applications will only be accepted online and only those applicants under consideration will be contacted.

For more information on Connect First Credit Union Careers, please visit

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