City: Turtleford

We are looking for a new team member!

 

PRIMARY PURPOSE OF POSITION

The Member Service Representative (MSR) provides a high standard of financial service to existing and potential members, processing transactions and building relationships while promoting the products and services of the credit union.

Understanding that the development of the Member Service Representative (MSR) will transition through Trainee to Senior Member Service Representative.  Key Responsibility areas, requirements and expectations will differ depending on the time in position, learning and development of the MSR.

 

KEY RESPONSIBILITY AREA(S)

Trainee

• Routine transactional services
• Identifies basic member needs
• Promotes products and services to meet needs
• Responds to enquiries to others as appropriate
• Practices and follows procedures until standard
• Continued learning
• Basic skill knowledge and development
• Balances cash and daily transactions
• Under direct supervision
• Other duties and learning as assigned

Member Service Representative

• Support the credit union’s business strategy through the provision of personal service to members
• Develop and maintain effective member relationships.
• Under direct and general supervision.
• Provide routine transactional services and responds as learning permits to more complex matters and service requirements.
• Recognizes member needs and promotes and cross sells credit union deposit services to members.
• Continued learning

With advanced learning:

• Performs a variety of duties relating to the promotion and sale of deposit products and services, such as registered products, term deposits, safety deposit boxes and card products.
• Processes new accounts and account closure requests.
• Continues with processing member transactions, learns and understands money orders, certified Cheques, managers trust Cheques, foreign and domestic exchange and Cheque cashing.
• Other duties and learning as assigned.

 

SENIOR MEMBER SERVICE REPRESENTATIVE

• General and minimal supervision
• Acts as work leader to team engaged in similar functions
• Provides training and orientation to new MSR’s in accordance with established training guidelines
• Provides updates to team of new and revised procedures and policies.
• Resolves non routine problems, enquiries and member complaints referred by team members.
• Provides some input when asked into appraisals and performance of staff.
• Organizes and schedules teller activities to ensure a smooth flow of work and frontline services delivery.
• Assists with a variety of administrative activities including maintenance of dormant accounts and production of month end reports.
• Orders and maintains cash supplies, balances and reconciles general ledger accounts.
• May perform a variety of routine administrative and branch support activities.
• Recognizes member needs and promotes and cross sells credit union deposit services to members by explaining basic credit union products and services, refers more complex requests for information and assistance to appropriate branch staff.
• Other duties and learning as assigned.

 

OWNERSHIP OF POSITION

 

• To Train, support and provide relief, when needed within organization.
• To participate and provide input on position to all levels of meetings held.
• To NOT perform functions for immediate family and close relations.
• To work as a team player for Turtleford Credit Union.
• To accept and be willing to take on duties as assigned by management.

 

DECISION MAKING AND FREEDOM TO ACT

 

Under general supervision, guided by established standards and procedures. To have the use of good judgement for normal decision making.

 

CORE SKILLS FOR POSITION

 

• Flexibility
• Interpersonal Skills
• Computer/Technical Literacy
• Adaptability
• Communication Skills

 

 

 

 

 

 

BEHAVIOURS

 

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Team Player: Works well as a member of a group

Enthusiastic: Shows intense and eager enjoyment and interest

:

Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work

Training: interested in continued development of self and role, continued learning.

 

BENCHMARKS

LEVEL ONE MSR –       Year of Learning –       ATM Balancing –       Night Depository –       Cash Holdings –       Initial Courses –       Products and Services –       Tracking of Development –       Opening and Closing Accounts –       Member Direct –       Card Services –       Online Banking –       Balancing –       Outage Review and Searching –       Phone Etiquette –       Service Delivery –       Timelines –       Confidence Building –       Success of Follow up –       Learning about Referrals –       Art of conversation –       Understanding Needs –       Daily Balancing –       Member Service –       Adherence to Policy, Procedures, Processes and Legislated Requirements –       Privacy

LEVEL TWO MSR –       Continued Development –       Support of Junior / Learning Team Members –       Learning Daily Duties / Reports and requirements –       Cross Training on duties Senior MSR Preforms –       Investment Learning –       Advanced inquiries learning, to help the membership –       Problem Solving –       Confidence Evolving –       Follow up requirements –       Cold Calls –       Monthly reporting –       Clean Up / System Requirements –       Advanced Product Knowledge –       Referrals to Investment Team –       Selling / Business Development –       Daily Balancing –       Member Service –       Adherence to Policy, Procedures, Processes and Legislated Requirements –       Privacy –       Ordering Introduction

SENIOR MSR –       Advanced Training –       Development of Team –       Training of Team –       Implementation of new requirements –       Learning and cross training with Team Lead to ensure cross training and development continues for themselves, team and succession planning for Team Lead position. –       Introduction to Coaching –       Advanced Problem Solving –       Treasury –       Cash Holdings –       Ordering –       Maintaining Member Service Standards –       Advanced Problem Solving –       High Level Member Service –       Setting the service standard –       Holding team accountable for their actions –       Maintaining a positive work environment –       Adherence to Policy, Procedures, Processes and Legislated Requirements –       Privacy