Contact Centre / Financial Services Representative

Contact Centre / Financial Services Representative

Reports to: VP-Retail Services
Salary Pay Band: 9 ($38,670 – $51,560)
Last Revised: June 2022

Position Overview
Summerland Credit Union (SCU) Contact Centre / Financial Service Representative (CC FSR) plays an essential front-line role on the branch team and is dedicated to assisting and advising members with their financial needs. They understand the importance of placing the right products and services in the hands of our members or referring them to fellow experts. Building trust and loyalty with each member interaction, the CC FSR gains a deeper understanding of the member needs to deliver financial solutions that will enhance their financial well-being.

A key function of this role is to utilize networking, make sound decisions, recommendations, and / or referrals to support growth, retention, and profitability. The CC FSR strives for an exceptional level of service and plays a vital role in front line member interaction to maintain positive member relationships while enhancing the brand of SCU throughout the region as a respected leader of financial solutions.

Key Responsibilities

Sales & Service Promotion
Creating value; growing member relationships; learning and development
• Develop member relationships, as well as promote and complete the sale of a range of deposit products by identifying and pursuing opportunities within existing member portfolio through referrals
• Provide individualized financial counseling and information to members on loan services, electronic services, credit cards, deposit and services products offered, including evaluating loan requirements, and making recommendations to lending staff
• Respond to members’ enquiries positively by providing information on the features of each product and service; resolve routine member problems and concerns with all credit union products & services or refer members to another team member for lending.
• Proactively contact members periodically to identify present and future needs for additional opportunities
• Keep apprised of changing rules and regulations pertaining to relevant legislation requirements, lending, deposit products and services.
• Provide support for other departments or positions as required

Member Experience & Community Involvement
Building member loyalty; staying informed; building community connections
• Build member loyalty and trust by exercising sound judgement and thoughtful consideration in delivering exceptional member experience
• Gain a deep understanding and demonstrate commitment to living our Vision, Mission, and Values
• Cultivate new opportunities and enhance long term relationships that contributes to a positive member experience while building future opportunities
• Demonstrate functional knowledge of all products and services and use active listening skills when interacting with members to identify financial needs, goals, and objectives
• Maintain a professional appearance and organized workspace; with each member interaction provide a welcoming environment by using their name and addressing needs/concerns in a professional manner
• Enhance own profile and professional image in the community by participating in community events, associations and/or partnerships
• Effectively and efficiently complete various member servicing activities and administrative duties.

Employee Experience
Engagement; teamwork; leadership; learning; commitment; accountability
• Promote teamwork and cooperation as a peer leader; act as a mentor and role model to share knowledge and skills to assist and support talent development
• Maintain and expand technical knowledge of financial products, systems, and services
• Maintain a positive, responsive, and respectful relationship with peers
• Recognize and celebrate team successes; encourage teamwork and collaboration
• Support staff and encourage collaboration to accomplish common goals.

Risk Management
Member confidence; risk/loss mitigation
• Ensure all documentation pertaining to accounts, products and services is prepared and/or executed in accordance with established policies, procedures, and relevant legislation
• Adhere to all policies and procedures to mitigate risk of loss to SCU
• Demonstrate a high level of risk management knowledge and ensure adherence to all legislative and regulatory requirements
• Maintain up to date and complete Member files with documentation in hardcopy and/or electronic form as required
• Display confidence and exercise sound judgement in decision making

Skills & Attributes
• Passion for delivering exceptional member/client service and dedicated to building strong relationships and connections in the community
• Committed to professional growth and development. Responsible for ensuring skills and knowledge are up to date to meet industry and position requirements
• Grows member relationships by actively listening and asking open ended questions to add value beyond members’ immediate requests
• Instills confidence and trust of others through thoughtful, clear, and open communication
• Exceptional interpersonal skills with the ability to communicate effectively both verbally and in writing

• Ability to quickly adapt to changing priorities and a willingness to tackle new challenges
• Displays awareness of the financial services industry and understands the components for organizational success
• Takes a proactive and respectful approach in addressing problems, issues, or conflict with a positive view to reaching new and better solutions
• Gains the confidence and trust of others through honesty and integrity
• Demonstrates strong attention to detail and accuracy in completing work and providing information
• Demonstrates a good knowledge of computer skills, including MS Windows and Office program environments, as well as the banking system.

Experience & Education
• Minimum three (3) years’ experience financial, retail or hospitality industry
• Secondary school diploma
• Minimum one-year post-secondary formal education, or equivalent
• Completion of CUIC Fundamentals of Personal Financial Planning course
• Maintain proficiency with developing systems, applications, and productivity programs
• Combined experience and post-secondary education in the areas that are directly related to industry will be considered.

Loans Financial Service Administrator

Loans Financial Service Administrator

Reports to: VP-Retail Services / Asst VP-Corporate Services
Salary Pay Band: 9 ($38,670 – $51,560)
Last Revised: June 2022

Position Overview
The Summerland & District Credit Union (SDCU) Loans Financial Service Administrator (LFSA) plays an essential
role in support and assistance to Staff & members while providing service excellence and fostering
relationships with their positive attitude and excellent product knowledge. The LFSA understands
the importance of ensuring that lending documentation and processes are completed accurately and in
a timely manner. The successful applicant has a positive and adaptable approach with strong
attention to detail, excellent technology skills, excels in a flexible & fluid work environment,
and has effective relationship building skills both within the organization and externally with
member interactions.

A key function of the role is to ensure an exceptional level of service for staff and members to
enhance the brand of SCU throughout the region as a respected leader of financial solutions.

Key Responsibilities

Service Leadership
Creating value; growing member relationships; learning and development
• Provide lending support as needed, including processing, posting, auditing and verification of loan applications and related documentation to ensure accuracy in computerized loan systems and manual paperwork completion, or other related tasks providing appropriate documentation preparation, correction and processing within appropriate relative risk, legislation and/ or regulations
• Working with all SCU staff, adopt, implement, and maintain the best practices from established practices, procedures, and policies.
• Provide support for Lending departments, as well as other departments or positions as required
• Serve, inform, and educate Members with respect to their financial goals and opportunities through the provision of ongoing financial services, KYC annual reviews and other applicable compliance-mandated processes, and/or other Member contact processes, including routine merchant Mastercard inquires, or refer to Merchant Solutions as required
• Maintain loan security for personal loans and assist commercial department with other duties as required

• Keep apprised of changing rules and regulations pertaining to relevant legislation requirements, as well as keeping a current knowledge of all SCU lending, and deposit products and services.
• Act as internal auditor for all retail staff’s day work, checking accuracy against banking system and reports; reviews and corrects banking system anomalies identified on BI reports; tracks day work to identify serious errors, misuse, or training needs; reports exceptions to appropriate Manager
• Process all documents received from Retail Services, or other departments, as required
• Administer all applicable registered products, including all reporting
• Monitor and deliver exceptional performance with agreed upon goals; adopt and ensure ongoing personal development.

Member & Community Experience
Building member loyalty; staying informed; building community connections
• Understand and demonstrate commitment to our enterprise-wide Vision, Mission, and Values
• Build member loyalty and trust by exercising sound judgement and thoughtful consideration in delivering exceptional member experience
• Enhance own profile and professional image in the community by participating in community events, associations and/or partnerships.

Employee Experience
Engagement; teamwork; leadership; learning; commitment; accountability
• Maintain and expand technical knowledge of financial products, systems, and services
• Promote teamwork and cooperation as a peer leader; act as a mentor and role model to share knowledge and skills to assist and support talent development
• Maintain a positive, responsive, and respectful relationship with peers
• Support staff and encourage collaboration to accomplish common goals
• Expanding knowledge of digital imaging / repository processes to process documents and answer staff queries
• Recognize and celebrate team successes; encourage teamwork and collaboration.

Risk Management
Member confidence; risk/loss mitigation
• Ensure all documentation is prepared and/or executed in accordance with established policies, procedures, and relevant legislation by keeping apprised of changing rules and regulations as well as keeping a current knowledge of all SCU lending, and deposit products and services.
• Demonstrate a high level of risk management knowledge and ensure adherence to all legislative and regulatory requirements
• Maintain up to date and complete Member files with documentation in hardcopy and/or electronic form as required.
• Expanding knowledge of fraud management processes & anti-money laundering (AML) policies
• Electronic files are maintained utilizing approved software
• Adhere to all policies and procedures to mitigate risk of loss to Summerland Credit Union
• Display confidence and exercise sound judgement in decision making
• Take necessary action on issues or concerns arising from reviews and audits

Skills & Attributes
• Passion for delivering exceptional member/client service and dedicated to building strong relationships and connections in the community
• Committed to personal growth and development. Responsible for ensuring skills and knowledge are up to date to meet industry and position requirements
• Instills confidence and trust of others through thoughtful, clear, and open communication
• Demonstrates a good knowledge of computer skills, including MS Windows and Office program environments
• Demonstrates strong interpersonal skills and the ability to communicate effectively both verbally and in writing
• Organizes work and assignment of tasks to maximize efficiency and responsibilities
• Displays strong awareness of policies, procedures, and practices as they relate to a lending environment to ensure requirements are met and improved as identified
• Understanding and confident ability to deal with lending, deposit, and insurance products
• Demonstrates strong attention to detail and accuracy in completing work and providing information
• Takes a proactive and respectful approach in addressing problems, issues, or conflict with a positive view to reaching new and better solutions

Experience & Education
• Minimum three (3) years in related job experience (financial, retail or hospitality industries)
• Secondary school diploma
• Completion of CUIC Fundamentals of Personal Financial Planning course
• Minimum one-year post-secondary formal education, or equivalent
• Maintain proficiency with developing systems, applications, and productivity programs
• Combined experience and post-secondary education in the areas that are directly related to industry will be considered

Financial Service Administrator

Reports to: Asst VP, Corporate Services
Salary Pay Band: (Min. $38,670/ annum Max. $51,560/ annum)

Position Overview
The Summerland Credit Union (SCU) Financial Service Administrator (FSA) plays an essential role in providing support and assistance to Staff & members through service excellence, and in maintaining the SCU digital repository. The Financial Service Administrator has a positive and adaptable approach with strong attention to detail, excellent technology skills, excels in a flexible & fluid work environment, and has effective relationship building skills both within the organization and externally with member interactions.

A key function of the role is to ensure an exceptional level of service for staff and members. Expectations are that every employee will demonstrate values of integrity, community, relationships, innovation, personal development and co-operative identity through their work and interactions with employees, members, and the community.

Key Responsibilities

Service Leadership
Creating value; growing relationships; learning and development

  • Working with all retail staff of Summerland Credit Union, adopt, implement, and maintain the best
    practices from established practices, procedures, and policies.
  • Act as internal auditor for all retail staff’s day work, checking accuracy against banking system and
    reports; reviews and corrects banking system anomalies identified on BI reports; tracks day work to
    identify serious errors, misuse, or training needs; reports exceptions to appropriate Manager
  • Process all documents received from Retail Services, or other departments, as required
  • Administer all applicable registered products, including all reporting
  • Process all daily correspondence into the digital repository, or any remaining documents, ensuring
    documents imaged adhere to imaging protocols and procedures, including the maintenance and
    assurance all imaged documents comply with current retention schedule(s)
  • Perform administrative tasks as required, including daily branch mail, requests for information and
    other member related monitoring or reporting
  • Provide staff and member support on AFT system
  • Provide support for the retail & commercial Lending departments, as well as other departments or
    positions as required
  • Serve, inform, and educate Members with respect to their financial goals and opportunities through
    the provision of ongoing financial services, KYC annual reviews and other applicable compliancemandated processes, and/or other Member contact processes
  • Monitor and deliver exceptional performance with agreed upon goals; with Asst VP, adopt and
    ensure ongoing personal development.

Member & Community Experience
Building member loyalty; staying informed; building community connections

  • Build member loyalty and trust by exercising sound judgement and thoughtful consideration in
    delivering exceptional member experience
  • Understand and demonstrate commitment to our enterprise-wide Vision, Mission, and Values
  • Enhance own profile and professional image in the community by participating in community
    events, associations and/or partnerships

Employee Experience
Engagement; teamwork; leadership; learning; commitment; accountability

  • Maintain and expand technical knowledge of financial products, systems, and services.
  • Promote teamwork and cooperation as a peer leader; act as a mentor and role model to share
    knowledge and skills to assist and support talent development
  • Support staff and encourage collaboration to accomplish common goals
  • Expanding knowledge of digital imaging / repository processes to process documents and answer
    staff queries
  • Assist Assistant VP with any special projects
  • Recognize and celebrate team successes; encourage teamwork and collaboration
  • Risk Management
  • Member confidence; risk/loss mitigation
  • Ensure all documentation is prepared and/or executed in accordance with established policies,
    procedures, and relevant legislation
  • Demonstrate a high level of risk management knowledge and ensure adherence to all legislative
    and regulatory requirements
  • Maintain up to date and complete Member files with documentation in hardcopy and/or electronic
    form as required.
  • Expanding knowledge of fraud management processes & anti-money laundering (AML) policies
  • Electronic files are maintained utilizing approved software
  • Display confidence and exercise sound judgement in decision making
  • Take necessary action on issues or concerns arising from reviews and audits

Skills & Attributes

  • Passion for delivering exceptional member/member service and dedicated to building strong
    relationships and connections in the community
  • Committed to personal growth and development. Responsible for ensuring skills and knowledge
    are up to date to meet industry and position requirements
  • Instills confidence and trust of others through thoughtful, clear, and open communication
  • Demonstrates a good knowledge of all SCU products and services
  • An expanding knowledge of computer skills, including MS Windows and Office program
    environments, banking system, and digital imaging software
  • Demonstrates strong interpersonal skills and the ability to communicate effectively both verbally
    and in writing
  • Ability to excel in a flexible & fluid work environment, adapting quickly to changing priorities with a
    willingness to tackle new challenges
  • Knowledge of the complete clearing cycle process is an asset
  • Demonstrates strong attention to detail and accuracy in completing work and providing information
  • Takes a proactive and respectful approach in addressing problems, issues, or conflict with a
    positive view to reaching new and better solutions
  • Organizes work and assignment of tasks to maximize efficiency, clearly communicates expectations, roles, and responsibilities

Experience & Education

  • Minimum of three years’ experience in job related experience
  • Secondary school diploma
  • Combined experience and post-secondary education in the areas that are directly related to industry will be considered

Application Information
Please apply in writing via email to Assistant VP – Corporate Services, Ashley Tite (atite@sdcu.com)

 

Wealth Advisor, Summerland Financial Services

Position Overview

Summerland Financial Services (SFS) Wealth Advisor plays an essential role in providing holistic financial advice and assistance to members and clients while strengthening SFS presence in the region.  Building trust and loyalty with each member interaction, the Wealth Advisor utilizes their expertise in the delivery of a financial solutions to enhance member’s overall financial well-being.  The Wealth Advisor has a positive and adaptable approach with strong relationship building and leadership skills that leads to successful and effective relationships both within the organization and externally with members and clients.

A key function of the role is to leverage relationships with credit union employees to contribute to and ensure an exceptional level of service for members as well as networking and enhancing the brand of SFS throughout the region as a respected leader of financial solutions.

Salary: Commensurate with experience, includes commissions, pension program and robust benefits packages.

Key Responsibilities

Sales & Service Leadership

Creating value; growing member relationships; learning and development

  • Working with the leadership team of Wealth Strategies Inc, adopt, implement and maintain the best practices from the “playbook”. Work with Wealth Strategies (CUSO Wealth) to ensure ongoing personal/professional development.
  • Develop and maintain positive relationships with existing and potential Clients, SCU management and staff and colleagues that are part of the CUSO Wealth network of wealth management professionals
  • Engage with internal / external partners and networks to identify business opportunities and best practices
  • Understand, uncover and meet the needs of members/clients by delivering customized financial solutions which includes a full suite of investment and life insurance products
  • Proactively contact members to retain existing business and to identify new opportunities
  • Contact Clients and potential Clients to arrange appointments, carry out financial needs analyses and updates of same, review existing portfolio and make recommendations
  • Serve, inform and educate Clients with respect to their financial goals and opportunities through the provision of ongoing financial services, KYC annual reviews and other applicable compliance-mandated processes, and/or other Client contact processes
  • Monitor and deliver exceptional performance with agreed upon goals including effective cross referrals to ensure member’s/clients’ needs are fully met.

Member & Community Experience

Building member loyalty; staying informed; building community connections

  • Build member loyalty and trust by exercising sound judgement and thoughtful consideration in delivering exceptional member experience
  • Understand and demonstrate commitment to our enterprise wide Vision, Mission and Values
  • Cultivate new opportunities and enhance long term relationships that contribute to a positive member experience
  • Enhance own profile and professional image in the community by participating in community events, associations and/or partnerships

Employee Experience

Engagement; teamwork; leadership; learning; commitment; accountability

  • Maintain and expand technical knowledge of financial products, systems, and
  • Promote teamwork and cooperation as a peer leader; act as a mentor and role model to share knowledge and skills to assist and support talent development
  • Support staff and encourage collaboration to accomplish common goals
  • Attend industry related product shows industry related courses (as directed by the Employer and as required by applicable governing bodies under continuing education credits)
  • Recognize and celebrate team successes; encourage teamwork and collaboration

Risk Management

Member confidence; risk/loss mitigation

  • Ensure all documentation pertaining to investments and accounts is prepared and/or executed in accordance with established policies, procedures and relevant legislation
  • Demonstrate a high level of risk management knowledge and ensure adherence to all legislative and regulatory requirements
  • Maintain up to date and complete Client files with documentation in hardcopy and/or electronic form as
  • Electronic files are maintained utilizing approved contact management software, approved Client relationship management software and any other required and approved software
  • Display confidence and exercise sound judgement in decision making
  • Take necessary action on issues or concerns arising from internal / external reviews and audits

Skills & Attributes

  • Passion for delivering exceptional member/client service and dedicated to building strong relationships and connections in the community
  • Committed to professional growth and development. Responsible for ensuring skills and knowledge are up to date to meet industry and position requirements
  • Instills confidence and trust of others through thoughtful, clear and open communication
  • Delivers strong business development and advisory services skills
  • Demonstrates strong interpersonal skills and the ability to communicate effectively both verbally and in writing
  • Ability to quickly adapt to changing priorities and a willingness to tackle new challenges
  • Displays strong awareness of the financial service industry, keeps abreast of the changing environment and understands the components for organizational success
  • Acts as a trusted advisor to members/clients, ensuring their financial well-being is top priority
  • Demonstrates strong attention to detail and accuracy in completing work and providing information
  • Takes a proactive and respectful approach in addressing problems, issues or conflict with a positive view to reaching new and better solutions
  • Commitment to life-long learning
  • Organizes work and assignment of tasks to maximize efficiency, clearly communicates expectations, roles and responsibilities

Experience & Education

  • minimum of five years’ experience in providing financial advice to clients in the areas of financial planning, investment, risk assessment and insurance options
  • CFP designation, life insurance and mutual fund licenses required
  • Combined experience and post-secondary education in the areas that are directly related to industry will be considered.

HOW TO APPLY

Interested applicants can submit cover letter and resume to careers@sdcu.com. Please visit our website at www.sdcu.com/careers for the complete role description.

Vice President Finance & Risk

Become part of a dynamic and successful credit union located in the community of Summerland and nestled in the beautiful Okanagan Valley.

Under direction of the President & CEO, the Vice President of Finance and Risk manages and oversees financial forecasting activities, budgeting reporting and maintenance, fixed asset and depreciation schedules, tax reporting/filing, accounting, general ledger management, asset/liability management, liquidity, investment management/treasury functions, foreign exchange, financial statement preparation, regulatory filings, statistical reports, stress testing, enterprise risk management and provincial regulatory and legislative compliance activities for the credit union.

The VP of Finance and Risk actively participates in the development of corporate strategies and provides strategic leadership and advice on all financial, enterprise risk, and audit matters, directly supervises staff and provides system administration support for operations.

MAJOR RESPONSIBILITIES:

  • Provide overall direction, control and planning for finance, accounting, tax, audit, budget, asset liability management and treasury/investment functions of the credit union.
  • Maintains the Credit Union’s financial records; prepares financial and statistical reports for the Credit Union; prepares and files reports with regulatory bodies; prepares the Credit Union budget in accordance with guidelines from the President & CEO and Board of Directors.
  • Regularly reviews the effectiveness of the accounting and cash management systems and recommends improvements to maintain integrity.
  • Analyzes business, economic, financial conditions and their impact on credit union’s operations; makes recommendations to enhance performance or to mitigate losses including developing and running hypothetical stress tests.
  • Leads the risk management function in the development, reporting and maintenance of corporate strategies and policies.
  • Provides overall direction, control and planning for the enterprise risk management framework. Ensure practices align with policies and procedures and recommend changes to further improve efficiencies and risk.  Follow up on any compliance deficiencies.
  • Manages borrowings, credit limits and securitizations.
  • Manages key relationships with BCFSA and ensures compliance to legislation, regulation and suitable guidelines based on the size and complexity of the credit union.
  • Directly supervises staff by monitoring activities to ensure productivity, efficiency and ensure administrative tasks are completed on schedule. Responsibility includes; hiring, directing job assignments, monitoring performance, coaching, counselling, training, compliance with regulatory requirements and organizational mission, vision and values, policies and work rules.  Review performance and provide recommendations for compensation, promotion and termination, as appropriate.
  • Participates as an active member of the management team by:
    • attending regular management meetings to exchange information on department activities, discuss short- and long-term goals, identify and resolve operational issues and problems using a collaborative approach;
    • attending planning sessions and setting overall goals, objectives and strategies for future growth and development;
    • acting as an advisor to management team in all issues relating to accounting and security,
    • Leads the ALCO discussion at the management meeting
  • Displays knowledge of services offered by the Credit Union; considers and evaluates new services in relation to their financial impact on the Credit Union. Considers, evaluates, recommends and implement improvements where applicable.
  • As Security Officer, ensures the adherence of security procedures with respect to cash holdings by ensuring that cash handling procedures are in accordance with established risk management procedures. Ensures that cash counts are conducted and staff are audited with respect to following security procedures.  Adheres to security procedures as they pertain to the position.
  • Oversees the preparation of financial reporting of subsidiaries.
  • Maintain fixed asset records and the accompanying depreciation schedules.
  • Conducts financial reporting in compliance with International Financial Reporting Standards.
  • Acts as a voting member of the Management Credit Committee.
  • Represents the credit union at external functions.

The above reflects the general details to describe the principal functions of the job and shall not be construed as a detailed description of all the work requirements that may be inherent in this job.

QUALIFICATIONS:

 EDUCATION and EXPERIENCE

  • Bachelor’s Degree or Professional Accounting Designation
  • Four to six years job related experience

OR   EQUIVALENT EDUCATION and/or WORK EXPERIENCE

 POSITION COMPETENCIES;

  •  Advanced understanding of International Reporting Standards, audit and financial reporting controls
  • Advanced understanding of Enterprise Risk Management and risk management principles
  • Advanced computer skills
  • Strong governance skills and business acumen
  • Strong leadership and communication skills and possesses a high “EQ”.
  • Working knowledge of Security requirements and procedures

Interested applicants should submit their resume and cover letter to sdcu@sdcu.com.

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