POSITION OVERVIEW
The Member Services Representative professionally demonstrates BVCU’s Enhanced Service Commitment to our membership, establishes and maintains strong staff and member relationships, works as a member of the team, and sets a personal example of service and professionalism. The Member Services Representative processes routine cash and non-cash related member transactions such as deposits, withdrawals, loan and bill payments, calculation of foreign and domestic exchange and cheque cashing. The Member Services Representative balances all transactions and cash daily and is competent in all required equipment hardware and software. The Member Services Representative recognizes member needs and promotes and provides basic deposit transactional services to members, including the sale of RRSPs, TFSAs and term deposits, referring more complex requests for information and assistance to appropriate staff; processes member requests such as new member account opening and closures, cheque orders and account information.
KEY ACCOUNTABILITY AREAS
MEMBER SUPPORT
- Accurately and efficiently process member transactions such as deposits, withdrawals, cheque cashing, loan and bill payments, official cheques, and calculation of foreign exchange
- Provide ongoing member/account servicing support by opening secondary accounts, providing access to electronic banking, investment account maintenance and proactively reaching out to our members
- Responds to member inquiries in regards to transactional needs, product and service inquiries and account updates and refers to other staff where appropriate
- Balances at the end of the day with limited errors and promptly resolves any discrepancies
- Assists with duties related to member transactional processes such as balancing ATMs and processing night and mail deposits
- Other duties as assigned
SERVICE COMMITMENT
- Uses knowledge of all credit union products and services to recognize opportunities to provide meaningful advice to meet members’ financial needs and/or refers to other staff and/or subsidiaries as appropriate
- Recognizes and takes the opportunity to update information on file
- Builds positive member relationships by applying BVCU’s Enhanced Service Commitment
- Exhibits behaviour that contributes to a strong team environment
- Deals with member problems and complaints quickly and effectively
- Contributes ideas for new promotions; actively participates in BVCU campaigns and promotions
- Competent in all equipment hardware and software as required
- May be required to provide support in other areas as required
RISK MANAGEMENT
- Strict adherence to Bulkley Valley Credit Union’s policies and Standards of Professional Conduct
- Demonstrates a complete understanding of the risks being addressed by written procedures and guidelines – and assess the best solutions for risk mitigation
- Escalate concerns regarding potential or emerging Money Laundering or Terrorist Financing risks to the Branch Compliance Officer
- Accurately and efficiently processes member transactions
- Compliance with standard security and safety measures in place to protect staff, members and assets
PROFESSIONAL DEVELOPMENT
- Continually updates knowledge and skills in order to successfully perform job responsibilities
COMPETENCIES
Individuals should be skilled at providing exceptional member service; have previous retail exposure; demonstrate financial awareness; have excellent communication and interpersonal skills; prefer working within a team environment; recognize member needs and opportunities to enhance relationships; and have problem solving skills that result in efficient resolution. Individuals should demonstrate accuracy and thoroughness in completing work and providing information, and manage time effectively by spending the appropriate amount of time with each member. Individuals should understand BVCU’s policies and procedures; demonstrate a high level of knowledge of BVCU’s products and services; and demonstrate working knowledge of required equipment hardware and software.
QUALIFICATIONS
When recruiting for the position of MSR, an individual with one to two years of post-secondary education in the business discipline would be preferred. An individual with a combination of education and/or experience, preferably with cash experience, will also be considered. The education and/or training could include a certificate or courses in teller training, cash management, service and sales, accounting, or business administration.
Required courses within the role include:
CUIC 201 Credit Unions Different by Design
CUIC 185 Credit Union Products & Services
