Member Services Advisor (Mill Bay Branch)

We are currently seeking a Member Services Advisor (Union) to join our team.

The Member Services Advisor provides support to current and prospective members by processing financial transactions, guiding individuals through the account opening process, and responding to inquiries across multiple channels. This role plays a key part in fostering strong member relationships through clear communication and relevant product recommendations. In addition to frontline service, the advisor contributes to administrative functions, supports branch operations and campaigns, and works toward achieving individual and team goals.

Here’s what would be included as a part of your typical day

1. Member Service:  Delivers exceptional service to current and prospective members by responding to inquiries, providing product information, and offering technology demonstrations. Supports new members through the account opening and estates process and builds relationships through consistent engagement.
2. Member Transactions:  Processes a broad range of financial transactions including account openings, Collabria card applications, deposits, withdrawals, ordering foreign currency, and other routine banking activities. Completes member applications for a variety of products including but not limited to registered and non-registered products and Mastercards.  
3. Branch Support:  Willingly assists and support others in the branch and fully participates as a team member. Performs tasks related to balancing treasury, ATM maintenance and troubleshooting, preparing and distributing cash orders, and cheque scanning. Carries out additional duties as required to ensure smooth daily operations.
4. Other Responsibilities:  Coordinates member communications via email and phone, ensuring timely and professional responses. Completes updates to account signers and prepares related documentation in line with established procedures. Maintains organized and accurate records to support compliance. Utilizes the Day in the Life as a guideline to prioritize and manage schedules. Supports in providing peer training and coaching for new branch staff.  

5. Branch Goals:  Supports achievement of annual branch goals through proactive referrals, participation in campaigns, and outreach efforts. Meets individual sales and referral targets and follows up with new members to deepen engagement and drive retention.

Required Skills, Experience & Qualifications

• High School Diploma required
• Completion of Tru Cooperative Bank Sales Essentials Course within 6 months of hire required
• 1 year of retail or customer service experience or equivalent required
• Cash handling experience preferred
• Background and Criminal record check
• Good credit score and maintaining a good credit score for the duration of employment with ISCU
• A team player and a commitment to ensuring the team succeeds
• Strong customer service and interpersonal skills with the ability to build relationships with current and potential members
• Demonstrated ability to be positive, flexible, and adapt to a changing work environment
• Strong attention to detail
• Proficient in computer software programs e.g. Microsoft Office.
• Time management skills
• Interpersonal skills
• Problem solving skills
• Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.
• Completion of all mandatory Compliance training.