Titre du poste ou emplacement

Senior Member Services Representative

Assiniboine Credit Union - 16 emplois
Winnipeg, MB
Posté hier
Détails de l'emploi :
Temps plein
Niveau d`entrée
Avantages :
Assurance dentaire
Programme de primes et d'incitations

Role Overview

Reporting to the Assistant Branch Manager (ABM) or Branch Manager (in the absence of an ABM), the Senior Member Service Representative plays a key role in delivering exceptional member experiences at the frontline. This position is responsible for performing day-to-day transactional services and providing advice to members, while also serving as a support and resource to the Service Team.

With a focus on upholding and modeling service excellence, the Senior Member Service Representative ensures frontline staff consistently adhere to established member service standards. Acting as a key support to the ABM, they oversees daily branch activities, provide hands-on leadership, training to team members, and serving as the first point of escalation for member concerns.

In collaboration with branch leadership, the Senior MSR also contributes to the operational effectiveness of the branch by overseeing security and custody procedures and fostering seamless coordination between service and advisory teams. Their leadership ensures that every member interaction is positive, efficient, and aligned with the credit union's values and service commitments.

KEY ACCOUNTABILITIES

  • Deliver exceptional member experience by providing courteous, professional, and efficient service at every interaction. Champions a member-centric culture, ensuring all member service standards are consistently met or exceeded.
  • Lead by example on the front line, conducting a full range of transactional services including deposits, withdrawals, bill payments, cheque cashing, and account inquiries.
  • Oversee and supports frontline staff by monitoring daily activities, providing real-time guidance, handling MSR overrides, and ensuring consistent adherence to service standards and operational procedures.
  • Provide training and mentorship to new MSRs, ensuring they gain the knowledge, confidence, and skills needed to deliver excellent member service and uphold compliance and procedural standards.
  • Support in all cash and custody operations, including balancing and reconciliation duties. Ensures secure cash handling and storage are in alignment with all internal control and risk management procedures. Participates in opening and closing duties of the branch as required.
  • Act as a first point of escalation for member concerns, resolving issues with empathy and professionalism, and ensuring appropriate follow-up or referral for more complex matters.
  • Perform outbound member calls in support of campaigns, service follow-ups, and relationship development initiatives, with a focus on enhancing member engagement and satisfaction.
  • Promote, educate and assist members with a digital-first mindset and technological solutions.
  • When required due to branch needs, may be required to open new memberships and accounts, including personal and small business, and providing introductory guidance on available services and digital tools.
  • Support lobby and queue management, welcoming members, identifying their needs, and ensuring timely and effective service delivery throughout the branch.
  • Coordinate closely with the Assistant Branch Manager and advisory staff to bridge service and advice functions, ensuring a seamless and collaborative approach to member support.
  • Maintain professional confidentiality and privacy at all times.
  • Keep current on best practices, business trends and potential problems, issues and changes in the financial services industry, and other external forces.
  • Ensure that all programs, policies and process are implemented in a manner that supports ACU's commitment to rural and agricultural communities, francophone services, values-based banking, respectful workplace and diversity, equity and inclusion.

QUALIFICATIONS

Education and experience

The competencies for this position require a minimum grade twelve diploma, plus two to three years job related experience or an equivalent combination of education and experience. Prior customer service and leadership experience are an asset.

Key Occupational Skills

  • Proficiency in French is required, both written and verbal (intermediary is fine)
  • Strong communication skills with a focus on building relationships
  • Cash handling experience including end of day balancing
  • Excellent customer service experience and a strong team player
  • Ability to identify member needs and recommend appropriate products or services, supporting sales growth and member engagement
  • Proven track record in completing tasks with high accuracy and attention to detail
  • Effective problem-solving skills with ability to prioritize and multitask
  • Proven experience with various computer applications
  • Knowledge of credit union products and services, policies and procedures are an asset

Additional requirements:

  • Available to work branch hours including Saturdays

Who we are:

As a Certified B Corporation® and one of Manitoba's Top Employers (2025), the culture of Assiniboine Credit Union is supportive of the individual while focused on the greater community. You'll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community.

Choosing to work at Assiniboine Credit Union/ Caisse Assiniboine means that you'll be working for an organization that…

  • puts people, planet and prosperity first,
  • values diversity and inclusion,
  • is focused on social and environmental responsibility,
  • supports employees through training programs and long-term career development,
  • offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits.

If doing things differently and doing more is part of who you are, join us on a rewarding journey where your personal aspirations and career goals can align.
If you are interested in applying for this position, please submit your resume and cover letter by Thursday, August 14th, 2025 at 4:00 pm CST. We thank everyone who applies but only candidates selected for an interview will be contacted.
We are committed to workforce diversity and actively recruit people with diverse backgrounds, experiences, and perspectives reflecting the community in which we live and work. Applicants may request reasonable accommodation related to the materials and activities used throughout the selection process.

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