Job Description

Description :

Role Overview

Reporting to the Manager, Member Service or Assistant Branch Manager; the Senior Member Service Representative provides transactional services and advice to members as well as providing support and back-up to the Manager of Member Service by providing technical support and leadership to the Service Team. The Senior Member Service Representative also provides guidance, direction, support and training to the Service Team. The Senior Member Service Representative supports management by overseeing custody and security procedure and by ensuring the advice and service teams are working together to deliver quality and seamless service to members at all times.

KEY ACCOUNTABILITIES

• Greet and serve all members in a friendly and professional manner, ensuring that credit union standards are being met or exceeded at all times.
• Respond to member inquiries by providing value added information on the full range of products and services to meet the members' needs.
• Analyze member needs and refer members to the products or services which best meet those needs by outlining benefits and alternatives and advising them on the best solution.
• Solicit new members and contribute to overall business development through service excellence, product knowledge and quality referrals.
• Maintain confidentiality when dealing with transactions, ensuring that member information is kept private and secure.
• Monitor branch cash flow and maintain adequate level of cash to meet branch requirements. Maintain joint custody of combinations, treasury cash, disbursements, money orders, securities and other negotiable items. Ensure adherence to security procedures.
• Within established limits, is responsible and accountable to provide overrides, initial cheques for encashment; maintain department signing authority.
• Organize, schedule and monitor member service activities to ensure that maximum service levels are being provided to members and that work flows smoothly.
• Provide technical direction to the service team, answering questions and member inquiries or complaints referred by other employees or by management.
• Provide coaching, training and mentoring to service staff, ensuring service standards are achieved.
• Partners with Manager, Member Service to provide training, coaching and reviewing constructive feedback on a regular basis for all new MSRs.
• Partners with Manager, Member Service to provide daily spot checks on all new MSR's daily work and cheque negotiations.
• Assist Manager, Member Service with routine audits and cash and custody verifications, ensuring all policies are adhered to including the preparation of month-end reports.
• Assists the Manager, Member Service with the preparation and delivery of performance plans and reviews for the service staff by contributing relevant feedback and information.
• Recognize and reward service staff for efforts and results.
• Maintain thorough knowledge of credit union policies and procedures on internal control and risk management.
• Observe all credit union policies and security requirements for cash custody and safe guarding; frauds, forgeries and hold-up procedures.
• Contribute to the achievement of branch targets and marketing plans.
• Actively participates in regular staff meetings, providing input when necessary.

QUALIFICATIONS

Education and experience

The competencies for this position would require a minimum grade twelve diploma plus some additional training and one to three years job related experience or an equivalent combination of education and experience.

Technical Competencies

• Relationship banking
• Coaching to results and leading by example
• Proficient in all computer applications
• Cash Handling
• Knowledge of the credit union policies and procedures; philosophies and principles
• Distinct knowledge of the features and benefits of credit union products and services over those of competitors
• Knowledge of credit union technology (ATMs, telephone banking, Internet banking etc.)

WHO WE ARE?

As a Certified B Corporation and one of Manitoba's Top Employers (2022), the culture of Assiniboine Credit Union is supportive of the individual while focused on the greater community. You'll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community.

Choosing to work at Assiniboine Credit Union means that you'll be working for an organization that...

• puts people, planet and prosperity first,
• values diversity and inclusion,
• is focused on social and environmental responsibility,
• supports employees through training programs and long-term career development,
• offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits.

If doing things differently and doing more is part of who you are, join us on a rewarding journey where your personal aspirations and career goals can align.

If you are interested in applying for this position, please submit your application by Friday, September 30, 2022 at 4 pm CST. We thank everyone who applies but only candidates selected for an interview will be contacted.

We are committed to workforce diversity and actively recruit people with diverse backgrounds, experiences, and perspectives reflecting the community in which we live and work. Applicants may request reasonable accommodation related to the materials and activities used throughout the selection process.