About Us:
We are a dynamic and growing credit union with 10 locations across Southwestern Ontario, committed to providing exceptional financial services to our members.
We believe we have the best team in the business due to our leadership philosophy of excellence, and team development. With our full spectrum of investment, credit, and general banking instruments, our team can build the solution that is best for our customers; and since our customers are also our shareholders, this will always be our business objective!
Mainstreet Credit Union is actively seeking a Senior Customer Service Representative to join our growing team!
Why Join Our Team?
At Mainstreet we believe in investing in you – whether it is our employees or our incredible members. At Mainstreet we are committed to providing exceptional service, advice and improving and making a difference in the lives of our members.
Our Values:
Personalized: High quality personalized advice with flexible solutions.
Supported: Highly responsive through empowered professionals.
Known: Meaningful impact and connected to community.
Easy: Easy and in the way our members prefer.
Compensation and Benefits:
Hourly Rate: $22.31 - $27.89 commensurate with experience
Bonus: Eligible for a discretionary annual bonus based on individual and organizational performance.
Mainstreet also offers its employees:
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Mainstreet is a Living Wage employer
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Opportunity to work at a values-based cooperative
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Work-life balance and flexible work arrangements
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Generous vacation and benefit packages
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Opportunities for training and advancement
The Role:
Job Function
Provide a high level of service to members responding to inquiries, analyzing needs and assisting members to utilize the products or services which best meet those needs; cross sell credit union products; process member transactions; process member requests for account updates and closures; resolve problems with member accounts that cannot be resolved by other MSR staff at a junior level; review various reports to identify variances and required action; compose routine correspondence; and make judgement decisions regarding the delivery of financial services to members. Act as a mentor to MSRs and provide training as required.
Duties and Responsibilities:
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May organize and schedule the workload of the Member Service Representatives and make decisions on when, and how, jobs are completed
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Monitor and maintain treasury/ATM, ensure cash on hand is adequate, but not in excess. Ensure that the tellers have sufficient cash to meet anticipated member needs, but that teller holdings are kept to a minimum, ensuring adherence to security procedures.
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Act as subject matter expert to support MSRs; answering questions, providing training, overrides etc. as needs arise
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Provide prompt, courteous service to members, striving to increase member satisfaction and loyalty with the level of service provided
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Provide assistance to members by answering questions and providing quality member service through a range of financial services including deposits, withdrawals and transfers; recording sales and referrals in ACE as appropriate
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Identify and fulfill members' financial service needs; cash/certify cheques, receive bill payments, order cheques, buy/sell foreign cash, prepare money orders and travel insurance, process RRSP transactions, process term deposit transactions, and accept applications for plastics (Membercard and MasterCard credit cards)
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Actively identify and promote traditional and alternative methods for the member to fulfill needs for account and credit union access
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Handle member complaints in a professional, courteous manner
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Maintain appropriate cash drawer limits and adhere to other risk management issues in accordance with credit union policy and teller standards
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Balance cash consistently and within assigned time constraints
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Actively support team, branch and credit union mission and values with a positive and helpful attitude toward all team members
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Refer members for lending and investment needs
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Provide assistance as required with various reports and posting of lending/investment transactions
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May be responsible for preparing internal mail/courier bags
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Perform other duties as required
Qualifications:
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Excellent member service and sales oriented with strong verbal communication skills
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Analytical with strong decision-making skills
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Detail oriented with strong organizational skills
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Ability to work independently and as part of a team
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Consistently demonstrates confidential, professional behaviour
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Proficient with computers (MS Office – Excel, Word, Outlook)
Join Mainstreet Credit Union and be part of a workplace that values diversity, promotes equity, and fosters inclusion. We actively seek diverse perspectives, ensure equal opportunities for all, and cultivate a culture where every individual feels valued. Our commitment to continuous learning ensures an environment where everyone can thrive.
Mainstreet Credit Union is an equal opportunity employer. We welcome applications from candidates of all backgrounds and experiences. Accommodation is available upon request for candidates taking part in all aspects of the selection process.
- Note: This posting is for an open vacancy. Application compatibility assessed with AI.
