Senior Member Services Representative

Role overview

Member service and branch operations

• Serve members professionally and provide information about products and services.
• Assess member needs, explain benefits and alternatives, and refer them to suitable solutions.
• Solicit new members and contribute to business development through service excellence and referrals.
• Maintain confidentiality and protect member information during transactions.
• Monitor cash flow and maintain joint custody of cash, negotiable items, and security procedures.
• Provide authorized overrides, cheque initials, and signing authority within established limits.
• Organize member-service activities and help maintain service levels and workflow.

Team support and controls

• Provide technical direction and respond to escalated questions, inquiries, and complaints.
• Coach, train, and mentor service staff; support new representatives with feedback and training.
• Conduct daily spot checks of new representatives' work and cheque negotiations with the manager.
• Assist with audits, cash and custody verifications, policy compliance, and month-end reports.
• Contribute feedback to performance plans and reviews, recognize staff efforts, and participate in staff meetings.
• Follow internal-control, risk-management, cash-custody, fraud, forgery, and hold-up procedures.

Qualifications

• Grade twelve diploma and one to three years of job-related experience, or an equivalent combination of education and experience.
• Knowledge of relationship banking, credit union products and services, policies, and procedures.
• Cash-handling knowledge and coaching ability; proficiency in computer applications.
• Knowledge of credit union technologies, including ATMs, telephone banking, and internet banking.

Work arrangement and schedule

• Permanent full-time, 37.5 hours per week, Tuesday through Saturday. The description identifies the Henderson Branch at 655 Henderson Highway, Winnipeg, Manitoba.