Senior Member Service Representative

Posting: 26-77
Location: Windsor
Union: COPE
Job Type: Regular, Full-Time
Rate of Pay: $28.47

Are you a community-minded person that’s passionate about investing locally and giving back to your community? Do you like working with other awesome and like-minded people toward a common goal?

Here at Your Neighbourhood Credit Union (YNCU), we are all about putting our money where our mouth is and keeping our dollars local and investing back into our members, staff, and community; and we are looking for people like you to join our team.
Take a look at this job posting, and if it’s a good fit, we encourage you to apply. If it’s not for you but you know someone that may be better suited for it, we welcome you to share it with them! Thanks for checking us out!

The Role

The Senior Member Service Representative (SMSR) provides a full range of services to members including responding to enquiries, analyzing needs and assisting members to utilize the products or services which best meet those needs. The SMSR sells Credit Union products, processes member transactions and requests, resolves member problems that cannot be resolved by MSR’s, reviews reports to identify variances and required action, composes routine correspondence and makes decisions regarding the delivery of service to members. The SMSR also provides technical direction and resolves complex problems and member complaints referred by MSR’s - including the satisfactory resolution of MSR questions.

• Commitment to the credit union's Mission, Vision and Value statement
• Lead, by example by having an upbeat and positive attitude when working with members and staff
• Provide courteous service to members, striving to increase member satisfaction with the level of service provided
• Be knowledgeable about the Credit Union's full range of financial services including investments so products are promoted and the Members' needs are identified and referred appropriately
• Provide assistance to members by opening memberships and accounts, answering questions, and servicing member requests for transaction services
• Identify and fulfil members’ financial services needs - within the Credit Union’s policy and procedural framework: cash cheques, receive bill payments, order cheques, buy/sell foreign cash, personal money orders and travel insurance, process RRSP and RRIF transactions, process term deposit and GIC transactions, accept applications for Easy Access Card, MemberCard, Payment Card and MasterCard
• Key postdated transactions and large transactions for BM and ABM's
• Key any rate changes when required and rate approvals for any exceptions made by management or directors
• Process ATM envelopes - balance and remove holds and process any corrections with other institutions thru the exchange network
• Balance ATM 's and add cash on a weekly basis, make adjustments when required
• Maintain ATM areas - fill envelopes, receipt paper, ink cartridges; troubleshoot ATM tech issues and call for service when necessary
• Balance and reconcile G/L accounts and ATM’s, monitor cash flow and maintain proper levels of cash to meet requirements, ensure that appropriate G/L accounts are balanced daily, reconcile variances and initiate corrective action when required to resolve balancing problems
• Assist with a variety of administrative activities including maintenance of safety deposit boxes, cash accounts and routine data system reports
• Joint Custody (lead custodian) of combinations for Vault, Treasury, ATM and Night Depository
• Disburse cash to MSR’s and replenish ATM cash - within the prescribed policies and procedures of the Credit Union
• Treasury management - communicating and ensuring that regulations regarding adjustments, cash custody and safe-guarding and lock-up procedures are understood and adhered to
• Resolves complex problems and member complaints referred by subordinates to ensure the needs of members and the Credit Union are met
• Maintain teller/counter transaction volumes that are generally equivalent to a minimum of 80% of the average MSR weekly transaction volume for the Senior MSR’s branch location
• Assist with the implementation of corrective actions - to rectify problems within the work area - when/if requested
• Record and balance securities (working supply) daily and conduct monthly securities audits with management
• Audit new and closed membership files
• Scan and balance branch cheques and transmit via Central 1
• Assist in locating any outages that may occur in teller cashboxes when a variance is posted
• Scan and upload new and closed loan files to lending
• Shred any cheques that are ready for destruction
• Change branch combinations for non-management as per YNCU policy
• Follow up for members with maturing GIC investments
• Answer incoming calls to branch
• Process instructions for Registered and Non-registered GIC's for members
• Monitor and maintain adequate cash supplies
• Balance and rectify variances - including the provision of assistance to MSR’s who are “out-of-balance”
• Follow security procedures and ensure that other employees adhere to security procedures
• Distribute reports
• Perform other specific tasks as may be directed from time to time

This position is to replace an existing vacancy within our team.

What we are looking for

• Grade 12 or equivalent. Post-Secondary education/training an asset.
• 3 Years proven experience in a financial institution that would include: cash custody, the reconciliation of cash and G/L accounts, member service, office procedures and accounting. In order to explain, train and answer questions in areas of the operation.
• Must be professionally aggressive and enthusiastic. Must be able to communicate well, both verbally and in writing. Understanding of and ability to influence people through supervision and training. Must be a team player.
• Must be bondable

Why work at YNCU?

YNCU employees get to be a part of the growing credit union movement and help us get the word out on why banking locally is so important. We’re your friendly, helpful, and financially savvy neighbour who provides tailored financial services to our members, supports small businesses, creates local jobs, and gives back to causes that matter. Through our Good Neighbours Employee Volunteer Program and Monthly Staff Donation Draws, we even let you choose the causes we donate to and support. YNCU is recognized for the following:

• B Corp Certified
• Competitive Compensation, Incentive Programs and Benefits
• Initiatives including our Employee and Family Assistance Program, premium membership for Calm, and LIFT Virtual Fitness
• Training and Development Opportunities
• Community Sponsored Events Employee and paid Volunteer opportunities
• Opportunities to get involved with fun and meaningful committees
• Free banking account
• Discounted Employee Rates

YNCU strives to be a diverse workplace reflective of the communities that we live in. We are committed to a diverse workforce and invite everyone to apply. YNCU makes hiring decisions solely on qualifications, merit, and business needs at the time.

YNCU is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, gender, religion, sexual orientation, national origin, disability, pregnancy, or any other protected characteristic as outlined by national, provincial, or municipal laws. This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training.

Your Neighbourhood Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process. Please contact Human Resources at careers@yncu.com