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 Mgmt=10%, Syndicated Loans=2%)
• 750 employees
• $585 million in Member\'s equity

Key Accountabilities:

• Delivers exceptional member service that builds trust through expertise, responsive service, and support to deliver what is right for every member, while balancing the interest of the credit union.
• Supports the achievement of annual branch goals and objectives through proactive promotion of cFCU\xe2\x80\x99s products and services, participation in branch campaigns, and actively seeking potential cross-sell and/or referral opportunities during interaction with members or non-members.
• Conducts interviews with members and provides information on the full range of loan, and deposit products and services to recommend tailored solutions to meet their needs and further relationships.
• Actively seeks sales opportunities to achieve individual sales and profitability goals with current members, new member prospects, or through obtaining referrals from existing relationships to assist in building the existing book of business.
• Maintains a solid working knowledge and understanding of all credit union products and services in order to foster business development through service excellence and product knowledge; remains current with procedural changes including new accounts, investments, loans and mortgages.
• Processes and completes member transactions such as RRSP, term deposit sales and withdrawals, loan and utility payments, money orders, credit card advances, calculation of foreign and domestic exchange, cheque cashing, and electronic funds transfers.
• Makes recommendations and processes appropriate documentation associated with the sale of all credit union products based on policies and procedures; ensuring application of appropriate rates and service charges.
• Educates and demonstrates to members how to use other service delivery channels such as digital and self-serve, with the goal of making it easy.
• Mentors other branch employees in the understanding of lending and investment products and services; and provides advice and/or assists employees with member issues in management\xe2\x80\x99s absence.
• Exercises judgement to identify, diagnose, and solve problems within given rules; resolves problems with member accounts and refers unresolved situations to senior branch staff for further action.
• Reviews reports on new accounts and term maturities to identify variances and required action; refers problem areas to appropriate internal personnel for resolution.
• Conducts routine loan audits as directed by reviewing loan reports and identifying further action required to address problem areas and initiates action in accordance with established procedures.
• Acts as joint custodian on specified combinations; rents, controls and provides access to safety deposit boxes and maintains related records.
• Reviews and applies Risk Management policies and procedures and audit control standards in daily activities to ensure compliance and best practice standards to mitigate risk.
• Ensures all policies and procedures in daily activities to meet safety, legal and privacy requirements.
• Identifies and sets professional development plan goals; completes activities set out in the plan, influencing employee engagement and enablement.
• Actively participates in regular goal setting meetings and coaching sessions.

Experience:

• 3 - 4 years experience in a customer service or administrative role.
• 1 - 2 years experience in retail banking with a demonstrated strong ability to build member relationships.
• 2 \xe2\x80\x93 4 years in retail lending/credit.
• Basic lending experience.

Education:

• Grade 12 diploma or equivalent.
• Completion of courses such as CUIC courses, Credit Union Service Representative Accreditation, etc.
• Working towards or completed a certificate, diploma, degree or designation program.
• Completion of Lender Accreditation Program (LAP 1 & 2) within 6 \xe2\x80\x93 12 months of starting role.

Skills and Competencies:

• Good computer skills; able to pick up new and existing programs related to the job quickly.
• Strong communication skills; both written and verbal.
• Good critical thinking, problem solving, analytical, organization and multi-tasking skills.
• Strong customer service orientation.
• Good influencing and negotiation skills.
• Strong attention to detail.
• Strong aptitude for numbers, with fast and accurate data entry skills.
• Good knowledge of the broader financial services industry and mortgage and retail lending market.
• Good financial literacy.
• Good investigative skills for uncovering member needs.

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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