Member Service Representative

MEMBER SERVICE REPRESENTATIVE

Reports To: Manager, Financial Services

ELIGIBLE FOR REFERRAL: PRIORITY

Additional 10% ISO on hourly wage.

Every employee must honour the vision, mission and values of Northern Savings Credit Union.

Primary Purpose

The Member Service Representative (MSR) is a key position in the branch providing routine financial transaction through exemplary member service. The MSR is usually the primary point of contact for existing and new members and can foster relationships through service excellence and broad product knowledge.

Key Accountabilities

Member Service:

• Processes wide range of financial transactions while offering a suite of deposit products.
• Is knowledgeable in all Northern Saving Credit Union financial products and services to enable referrals to Financial Services Representatives, retail and Business Services, wealth management and insurance (life, property and casualty).
• Takes ownership of member issues and complaints, resolving and referring as appropriate
• Presents a professional image to members and internal customers (other staff).
• Continually markets the benefits of membership to non-members to grow the member base.
• Other duties may be assigned periodically.

Employee Engagement:

• Engages in positive internal customer interactions which support a positive, respectful workplace that promotes team success.
• Collaborates with staff in addressing services issues and member concerns.
• Fosters a culture consistent with the credit union’s values and service philosophy.
• Actively participates in team meetings.

Operational Effectiveness:

• Has excellent knowledge of processes and procedures that apply to the MSR role.
• Identifies process improvements and escalates to supervisor.
• Ensures that all interactions with members and fellow staff are completed in a professional and timely manner.

Risk Management and Financial Health:

• Meets compliance, confidentiality and regulatory requirements and abides by management policy and branch procedures.
• Understands authorities with respect to overrides, waiving service charge and negotiable items custodial duties.

Minimum Qualifications

Education:

• High School diploma is a requirement.
• Completion of post-secondary education is an asset.
• Completion of CUSOURCE and/or CU Training courses related to this position is an asset.

Experience:

• Previous sales and service experience is required.
• Previous financial services experience is an asset.

Skills:

• Demonstrated sales and service skills.
• Broad knowledge of products and services required.
• Ability to prioritize, organize work within time constraints, under pressure and competing priorities.
• Ability to communicate and liaise professionally with members, potential customers, community groups and co-workers while maintaining confidentiality.
• Working knowledge, skills and experience in Microsoft Office