Member Service Representative (Term)

MEMBER SERVICES REPRESENTATIVE JOB POSTING

DAWSON CREEK BRANCH

TERM POSITION - JULY TO SEPTEMEBR

Title Member Services Representative

Department Member Services

Reports to Branch Manager

Group Union- Group 3

Salary Range $4,980 - $5,637 per month

Posting Date June 2

Closing Date Until Filled

SUMMARY

This position is responsible for recognizing the needs of the member and acting promptly to provide solutions. This role is required to demonstrate product and service knowledge through cross-selling and the promotion of business development. This position works closely with the Financial Services Officers in supporting revenue-generating activities.

KEY RESPONSIBILITIES

• Recognizes member needs, and service opportunities and promotes all Credit Union services.
• Makes referrals to the Financial Services Officers and Wealth Management as appropriate
• Demonstrates product knowledge
• Processes cheque orders for personal and business members
• Processes member card orders, member card re-pins, and member card limit change requests
• Processes new requests for direct services and performs maintenance on access codes and security questions
• Processes requests for suppression and e-statements
• Processes re-pin requests for Mastercard's
• Processes outgoing wire transfers
• Provides members access to Safe Deposit Boxes
• Ensures basket items are complete
• Ensures filing is up to date
• Opens and closes chequing, savings, and safe deposit box accounts.
• Processes change of signor requests for existing business members
• Notifies members of accounts changing from Junior to Regular and updates the banking system
• Enhances each member's experience by proactively offering suggestions and solutions that will add value to their life and the banking relationship with LVCU.
• Processes deposit and withdrawal transactions associated with LVCU's suite of registered savings and investment products
• Review members' profiles at each interaction to identify opportunities to promote, up-sell or cross-sell LVCU credit products including consumer loans, lines of credit and credit cards
• Supports organizational sales and sales objectives by participating in various marketing promotions, business development initiatives and community functions
• Exhibits high commitment to personalized member relationships by promoting the concept of relationship management, proactive financial coaching, and referral to other resources such as wealth management or commercial credit department
• Establishes, builds, and maintains productive and effective working relationships with members, non-members, and the business community
• Other related duties as assigned

REQUIRED KNOWLEDGE SKILLS AND ABILITIES

• Sales and Service focus with an aptitude for business development and relationship building
• Strong commitment to continuous learning
• Excellent communication and interpersonal skills
• Maintains a positive attitude towards corporate initiatives and change management
• Strong follow up skills
• Demonstrates dedication to providing quality member sales and service
• Proven ability to be creative and innovative
• Able to identify members needs, answer enquires and provide solutions
• Able to process all teller transactions promptly and accurately
• Demonstrates product knowledge
• Demonstrates the ability to be detail oriented and manage multiple tasks
• Demonstrates effective organization and time management
• Able to make sound judgment and analyze problems
• Demonstrates an affinity for basic mathematics
• Demonstrates the ability to adhere to company policies, procedures, and provincial and federal regulations
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Demonstrates accountability, integrity, and cooperation in the workplace
• Demonstrates leadership ability and team development skills
• Strong analytical skills and entrepreneurial mindset
• Knowledge and understanding of business planning and sales

EXPECTED OUTCOMES OF THE ROLE

• Provide high-quality services, processes, and products while consistently seeking ways to improve outcomes and enhance service
• Accurate and timely member transactions
• Positive internal and external service levels are achieved through proactively and resourcefulness
• Prioritizing and making on-the-spot decisions regarding member transactions, weighing member satisfaction issues with company exposure to loss or fraud
• Supports the team to achieve results
• Member experience levels are achieved through the process of listening, asking open-ended questions, discussing solutions, providing recommendations, and following up with an outcome
• A positive and professional work environment is maintained

CORE COMPETENCIES AND BEHAVIOURS

Accountability

• Takes personal ownership in contributing to the organization
• Inspires others to take personal ownership

Adaptability

• Demonstrates flexibility, adapts to the situation
• Adapts to widely varied needs
• Adapts plans and goals

Building Trust/Integrity

• Communicates information fairly, honestly and objectively
• Advises co-workers of political conflicts

Continuous Learning

• Demonstrates self-awareness and lifelong learning
• Continually improves skills and capabilities; is willing to learn new things; actively identifies new areas for growth
• Proactively investigates new perspectives, attitudes and behaviours and takes steps to evaluate and improve performance in the organization

Member Focus

• Establishes effective member relationships
• Contributes to positive outcomes for the member
• Meets long-term members needs

Teamwork

• Actively participates on team
• Encourages and involves other team members
• Facilitates effective outcomes
• Resolves conflicts within the team

POSITION COMPETENCIES

• Attention to Detail
• Communication
• Concern for Excellence
• Decision Making
• Drive
• Initiative
• Judgment
• Member Service Orientation
• Problem Analysis
• Problem Solving

EDUCATION AND EXPERIENCE

• Minimum 3 years' customer service experience
• Experience working in a financial institution an asset
• Post secondary education in business, finance, accounting or equivalent

Interested candidates are invited to apply within this application.

We thank all applicants for their interest in Lake View Credit Union; however, only short-listed candidates will be contacted.