JOB DESCRIPTION

Job Title: Member Service Representative

Dept./Division: Branch, Retail Services

Reporting to: Branch Manager

JOB PURPOSE

Provide prompt, efficient and courteous transactional sales and service to members. Proactively assist members to ensure that their needs have been met and refer to other staff, as appropriate. Assists with achieving the goals and objectives relating to business development as set forth by the Branch Manager.

Major Activities
Sales:

1. Provide prompt, accurate, efficient transactional sales to members including Travellers Cheques, drafts, money orders, AFT, bill payments, direct debit, stop payments and bill payment setup.
2. Recognize and act upon appropriate opportunities to engage members in discussions to enhance their services with us through cross sells, or consolidation of business held with competitors, through appropriate referrals to other staff.
3. Utilize smooth referral process, whether for new or renewal business.
4. Perform retention activity (term maturities, etc.), when requested.
5. Track referral activity.
6. Actively contribute to campaign activity, as directed.

Service:

1. Apply our "Member First" principles and service standards with all members and prospective members.
2. Provide prompt, accurate efficient transactional service to members, including deposits, withdrawals, cheque cashing, member cards and pinning, cheque ordering and general statement inquiries.
3. Put member's, or prospective member's needs for service and attention before any administrative or operational work of your own.
4. Work with member to resolve inquiries and/or concerns. Refer to other available staff if "wait time" for other members may be compromised.
5. Process ABT transactions for others as required.
6. Assist / relieve other positions with duties in the branch as required.
   

Operations:

1. Adhere to policies, procedures and standards.
2. Complete all work accurately and efficiently.
3. Balance cash daily or as instructed.
4. Act as joint custodian and/or combination holder, as required (ATM, night depository, Treasury etc.).
5. Perform custodian functions according to policy and procedures with respect to cash custody, safeguarding and securities. Place holds, messages etc. in line with policy.
6. Provide overrides and other such operational work within guidelines outlined in your "letter of authority".
7. Perform all audits, processes and proofing, as required.
8. Assist in the daily upkeep of the branch including filing, sorting, scanning, etc.
9. Complete sundry duties as required.

Job Requirements

• Must have above average interpersonal and communication skills
• Must be able to work well with a minimum of supervision
• Must be capable of working as a team player, willing to assist other staff as required
• Must have demonstrated service abilities and be able to indemnify member needs cross selling certain products and referring smoothly to others, as appropriate
• Must be willing to learn and apply coaching
• Must be flexible and prepared to work hours established to meet member service demands

Job Specifications

• Grade 12 or equivalent
• 3 years office, credit union / bank cash experience
• On-line exposure
• Typing 30 WPM

Contacts

Established contacts with:

• Branch management and all staff, other department/division staff
• Members, prospective members

Physical Demands/ Working Conditions

• Normal office environment.