Member Service Officer Financial Wellness MFDA PFP

Position Overview:

The individual in this position is passionate about connecting with people, building trust and providing a level of expertise that is unmatched in the industry. Internally the MSOW2 works in close collaboration with the retail branch network and commercial division to establish trusted internal relationships and raise the awareness and knowledge level of YCU’s employees with respect to wealth management products, services, and strategies — leading to a steady stream of customer referrals.  Externally, the MSOW2 will have an active community presence, helping build YCU’s profile in the community as a professional and preferred provider of wealth management products, services, and expertise — leading to new wealth management customers and banking relationships.

Job Specifications:

  • MFDA license required.
  • Personal Financial Planner (PFP designation;) required. Incumbent will be a licensed PFP.
  • Minimum 3 years’ experience in financial planning/investment sales with the ability to prepare written financial plans in accordance with the six-step financial planning process;
  • Superior knowledge of the investment industry and products;
  • Comfortable with industry standard financial planning tools/software;
  • Post-secondary diploma/degree, ideally in Commerce or Business Administration would be an asset
  • Must be able to work well with a minimum of supervision and able to organize and effectively manage priorities and deadlines.
  • Able to understand and utilize procedures/work tools that are necessary for general security and risk management for YCU.

Duties & Responsibilities:

Sales & Service

Analytical skills that take into account the big picture of our members’ whole wealth portfolio, when to refer, when to amalgamate the portfolio.

  • Business development activities through outbound calls, networking and other sales opportunities.
  • Build Member Relationships and is Member Focused. Creates and establishes trust by building relationships and actively discovers the right investment solutions for Members.
  • Decision Quality – Understands the Member’s best interest is first; understands that this may not always be the same as what the members ask for; demonstrates decisions which are based on creating the best possible outcome for the member; makes decisions based on a mixture of analysis, wisdom, experience, and judgment.
  • Creates well founded and rounded financial wellness plans for existing, and new, members
  • Ensures KYCs are conducted in accordance with regulations and thus ensuring that members receive outstanding care. This could include moving from named products to nominee shelf items and amalgamating portfolios.
  • Analyzes, and learns from redemptions that occur to reduce future losses and improve net sales.
  • Exceeds standards for member loyalty, observations, development plan action items, and one on one coaching sessions.
  • Builds rapport, ask questions to uncover needs, research details available, to help recommend solutions, educate our members about our convenient service options and make appropriate recommendations.
  • Converts all points of contact into relationship banking. Uses CRM to prompt member milestones, new baby, new car, university education etc
  • Problem Solving – Uses rigorous logic and methods to solve difficult problems with effective and innovative solutions; is resilient and will own the solution and the problem; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
  • Cooperation and Teamwork – Relates well to all kinds of people; builds appropriate rapport; works harmoniously with others; uses and understands diplomacy and tact; encourages collaboration; seeks opinions; is candid with peers; values working relationships.

Skills Knowledge and Attribute Requirements:

  • Proven networking, relationship building, client acquisition and asset gathering abilities;
  • Superior sales abilities (active listening, identifying business opportunities, influencing & negotiating, asking for the business);
  • Outstanding communication and presentation skills;
  • Commitment to continuous education (CE credits).
  • Proven organizational and time management abilities
  • Experience with public speaking and comfortable with community engagement activities.

Other duties as assigned from time to time by manager or their designate.

Director of Commercial Services


Title: Director, Commercial Services                                                                                                                    Grade:   11

Department: Commercial  Services                                                                                  Reports to:  President & CEO



As a proud and socially responsible financial co-operative, we exist to improve the financial lives of our member owners.                                                                            


Consistent and sustainable growth will make Your Credit Union a recognized leader among Eastern Ontario credit unions.


Position Overview:

This employee supports company growth by seeking out new commercial business opportunities which will promote profitable growth for YCU.   This is accomplished by seeking opportunities to promote and increase the sale of commercial services.   This will include but not be limited to development of business for current and potential members, recommending modifications to policies in response to new or changing circumstances; proactively develop a network of relationships and performing other related duties to further growth of YCU.  The Director of the commercial team is on the senior management team and actively participates in the strategic planning process for the credit union while providing strong leadership, organizational, impact, influencing and presentation skills.


Job Specifications

A post-secondary education and/or related experience in a financial institution or comparable industry, with extensive credit granting ability, together with the ability to interact at any level within the organization and in a business development capacity within the community.   A minimum of 10 years progressive experience in sales/service and managing a diverse portfolio in a Business Banking environment, including 5 to 7 years of Management experience.

Duties & Responsibilities:

  1. Grows and manages a profitable commercial financing portfolio of diversified Commercial business members.
  2. Strong, proven, origination, business development, relationship building and portfolio management skills.
  3. Keeps abreast of changes within diverse industry sectors and proactively identifies opportunities to improve the growth and development of the assigned portfolio by analyzing member needs, trends, and competitor offerings.
  4. Independently generates credit and deposit opportunities through cultivation of prospects, calling on referral resources, and networking with centres of influence.
  5. Minimizes loan risks through diligent, timely and proactive annual financial reviews and ongoing monitoring of changing economic/marketplace influences and applicable industry trends/data.
  6. Effectively manages loan risks, develops risk issues and adjusts to the changing credit needs to restructure deals and minimize losses.
  7. Structures, negotiates, and documents credit and cash management arrangements outlining loan terms and conditions relative to risk, needs of borrower and cost of administration ensuring an appropriate return to the Credit Union.
  8. Demonstrates a well-developed understanding and solid analytical skills in the areas of balance sheets, cash flow mechanics, and business plans presented by Members.
  9. Exhibits strong general business acumen coupled with the ability to develop a comprehensive finance package structured exclusively to meet the member’s credit and non-credit needs.
  10. Mentors and coaches less experienced Commercial Services colleagues through collaborative teamwork and provides advice regarding account management and credit structuring.
  11. Effective knowledge of banking systems and personal computer applications

Other duties as assigned from time to time by manager or their designate


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