Occupation Types: Member/Customer Services

Member Experience Specialist (MES)

Member Experience Specialist (MES)

Company Description

Pioneered in 1939, the Co-operative Superannuation Society (CSS), located in Saskatoon, Saskatchewan, provides pension and retirement services to its membership. The CSS is the Administrator of the CSS Pension Plan, one of the oldest and largest defined contribution pension plans in Canada. With approx. $5 billion in assets, CSS Pension Plan has grown to serve approx. 300 employers and 55,000 current and past co-operative and credit union employees across Canada, including more than 8,700 retirees (receiving variable benefit payments and/or a monthly pension).

Summary

We seek a motivated and conscientious person to join our team as a Member Experience Specialist. The successful candidate will focus on serving our members by providing a range of member services in a manner that aligns with organizational strategic and business objectives, through a lens of member experience excellence and within the CSS’ Member Experience Framework.

As a member of the Member Experience (MX) Department, you will strive to empower members and to support them through their entire pension and retirement journey.  Your day-to-day work will include receiving and processing the broad spectrum of member inquiries and transactions (e.g., new accounts, new retirements, account maintenance, transfers and withdrawals, retirement income payments, support the Advisors with retirement planning needs, etc.).

The successful candidate will be a technically inclined high performer who thrives in a busy environment, strives to think outside the box, and can pivot between competing priorities and complex matters. A strong sense of quality member service, belief in empowering others, and understanding of the value of the co-operative system will be positive attributes you bring to the team. The successful candidate will bring a strong understanding of both defined contribution and defined benefit pension provisions.

The successful candidate will have obtained a Pension Plan Administration Certificate (PPAC), or is able to complete it within their first year.

You will work effectively in a team environment guided by the team-developed “Pillars of Collaboration” which represents the values of “Respect, Commitment and Communications”.

Key Responsibilities

  1. Process and pension administration – The MES is responsible for receiving and processing member requests and inquiries, maintaining member records and accounts, and supporting the end-to-end member journey with CSS.  The MES is an expert on all pension provisions and ensures compliant, timely, and professional administrative practices are conducted and maintained.  The MES maintains and applies a superior knowledge of relevant law, guidelines, and standards (e.g., pension, tax).
  2. Responsibility to member experience – The MES understands the discipline of member experience and ensures that the practice of member experience is the first and foremost lens through which pension and retirement administration is conducted.
  3. Responsibility to team and culture – The MES is accountable for supporting an environment and culture of collaboration, learning, and service which respects diversity, encourages all teammates to work together to achieve results and contributes to a healthy, rewarding, and productive working environment where personal and team accountability is key to meeting the organization’s strategic and operational objectives.
  4. CSS is undergoing a significant digital transformation. This MES will play a significant supportive role in office administration and cross-training of all pension administrative functions.

Skills and Abilities

  • Passion for providing excellent member service
  • Excellent member service and communication skills, including communicating complex information straightforwardly.
  • Superior organization, administrative, and problem-solving skills.
  • Superior knowledge of pension, retirement, and other relevant products and industries.
  • Superior computer skills with proficiency using Microsoft Office (e.g., Word, Excel, PowerPoint), information technology and systems, pension databases and workflow systems, as well as the ability to generate and analyze reports and information.
  • Must be flexible and manage high work volumes and conflicting priorities to meet deadlines.
  • Self-directed, but recognizes the importance of relationship-building within the team and across the organization.

Qualifications

  • Must have five years or more experience with financial transactions or pension or benefit administration, with a focus on customer service and quality data analysis.
  • Must have a university degree in human resources, business administration or commerce.
  • Must have extensive pension knowledge, typically obtained through experience and achieving industry designations.
  • If not already completed, must be capable of successfully completing PPAC within one year of the date of hire.

CSS may consider a combination of other experience and education, at management’s discretion.

Considered an asset: credentials within the customer experience discipline and/or credentials within the retirement planning discipline.

To Apply

Please forward your resume and cover letter (including your salary expectations) to:

  • CSS Pension Plan
  • Attn: Supervisor, Member Experience
  • Email: hr@csspension.com

Competition closes: May 31, 2024 (The position may be filled sooner without notice)

We offer a fun, challenging and inclusive work environment, a competitive salary, a pension (CSS Pension Plan), and benefits package.

This position will be on-site (Saskatoon, Saskatchewan); fully remote is not an option; hybrid may be considered.

Applicant information is collected and maintained pursuant to CSS’ Privacy Policy (please see website for more information).  Background checks will be completed on successful candidates.

We thank all applicants for their interest. However, only those applicants selected for an interview will be contacted.

Branch Manager

We invite you to lead a team where you can feel good about the work you do and the positive impact you will have in the communities we serve in the Shuswap region. We believe in fostering a work environment that is the perfect blend of friendliness, support, and professionalism, not to mention fun!

As the Branch Manager at our Downtown Branch, you will provide overall branch management by leading the team to achieve objectives, ensure operational efficiency and deliver on the SASCU Member Experience. The Branch Manager will coach the sales team to achieve results and implement SASCU’s sales and advice strategy and tactics. The Branch Manager will develop a proactive strategy to lead the branch to build a greater membership base and have a positive impact on the community.

What you’ll do:

  • Coach the branch team on branch objectives/goals and ensure teamwork to achieve the desired results.
  • Ensure effective use of campaigns to support achieving annual financial targets.
  • Build relationships with internal partners and keep informed of local market activities to support other business goals.
  • Implement SASCU service standards, processes, and plans.
  • Be visible and accessible, welcoming interaction with employees and members to build rapport, discuss their needs and resolve concerns.
  • Ensure strong and open channel of communication and collaboration within the branch team and across SASCU departments and subsidiaries.
  • Effectively lead employees through change with particular emphasis on change tools, processes, and collaboration with Human Resources as necessary.
  • Make staffing decisions (hiring, promotion, and corrective action) and participate in decisions made by the Manager, Member Experience to leverage the talents of the branch team.
  • Develop and recommend operational plans, budgets, and staffing levels to ensure that the needs of the credit union are met.
  • Manage and assigned portfolio of members, servicing their investing, lending, and general banking needs.

What you’ll bring:

  • Seven to ten years of financial industry experience, including at least three years at the leadership level.
  • Mutual funds license or willing to be licensed within a three-month period.
  • A degree or diploma in Business Administration is preferred.
  • Access to transportation and willingness to travel within the SASCU community.

You’re perfect for this role if you:

  • Demonstrate a results orientation in both sales and service.
  • Have an aptitude for business development and relationship building.
  • Possess excellent communication and interpersonal skills.

We invest in our employees by offering:

  • A competitive base salary ($93,200 – $116,600 per year) plus performance-based incentive pay, and a pension plan with SASCU matching all funds.
  • Comprehensive group benefits coverage including extended health and dental care, travel insurance, and life insurance, and an Employee and Family Assistance Program.
  • Flexible spending account for additional health and personal wellness activities and expenses.
  • Flexible work arrangements and paid time off including vacation, medical/care time, personal days, and paid community volunteering.
  • Opportunities for career growth, financial assistance for training and development, and rewards and recognition.
  • Additional benefits including waived or reduced banking fees and reduced rates on personal loans and mortgages.

This position is full-time, Monday to Friday. It is an excellent opportunity for a community-minded individual to further their career within a successful and growing organization. If this sounds like you, let us know! To apply, please email a cover letter and résumé to us at hr@sascu.com.

 

Our Commitment to Diversity and Inclusion:

SASCU is an equal opportunity employer committed to supporting Diversity and Inclusion. We recruit and select applicants for employment solely based on their qualifications, with emphasis on selecting the best-qualified person for the job. We support an inclusive environment where employees feel empowered to share their experiences, ideas, and perspectives.

 

A bit about SASCU:

SASCU Financial Group offers a broad range of personal and business financial services through SASCU Credit Union and its three lines of business: SASCU Insurance, SASCU Wealth, and Commercial banking. SASCU Credit Union branches are in Sicamous and Sorrento, plus two in Salmon Arm. Established in 1946, SASCU has more than 20,000 members, 165 staff, and $1 billion in assets. Learn more at www.sascu.com

 

The successful candidate will be required to meet fidelity bonding requirements, including completion of references, a criminal record check, and credit check.

Financial Services Advisors

Financial Services Advisors – Yorkton, Indian Head and Tisdale Branches

Are you great with numbers, and even better at building relationships? We’re looking for finance-savvy, dedicated Financial Services Advisors to join our teams at the Yorkton, Indian Head or Tisdale Head branches of Cornerstone Credit Union!

As a Financial Services Advisor you’ll be an important part of a team of knowledgeable salespeople who share a genuine commitment in partnering with our members to achieve their financial goals. You will create exceptional member experiences for both new and existing members by delivering smart financial advice, solutions and alternatives through proactive needs-based sales and services. You’ll provide insight to our members in areas like accounts, complex consumer investments (terms, registered products, mutual funds) lending products and services (consumer loans and mortgages, including builder mortgages, small farm and business lending) insurance, and estate processing all to help them meet their financial needs. You will develop solid working relationships with our members and work hand in hand with many areas of our organization all in providing excellent member service!

Post-secondary education in Business or a related discipline with at least 2 to 4 years progressive sales and service investment experience managing a diverse portfolio (investments and lending) in a consumer banking environment is the minimum requirement for this position, but you’ll have a leg up if your experience includes mutual funds sales experience or if you are working on obtaining your mutual funds designation. If you know what makes Cornerstone Credit Union different and the products and services we provide, that’s even better! Plus, this position offers plenty of opportunity for on-the-job learning and career development.

You’ll receive competitive compensation, great benefits, and matched pension contributions. We also offer performance incentives and wellness and employment perks. Positions located in Yorkton and Tisdale are in-scope positions and union membership is required.

The cherry on top is the great people who work at Cornerstone. Our team is caring and supportive, and community is at the heart of everything we do. We are proud to be one of Saskatchewan’s Top Employers for the eighth straight year.

Choose a rewarding career at Cornerstone Credit Union.

Supervisor, Member Services

The Supervisor, Member Services supports Interior Savings’ vision of sales & service excellence by developing and facilitating a professional team that is efficient and effective in serving member needs and achieving branch goals & objectives.

Through personal strengths in communication, leadership, and initiative you will assist the Branch Manager in fostering a positive team environment of employee performance excellence by coaching, training and mentoring Member Service Advisors. You possess the ability to work under pressure with a keen attention to detail and accuracy and will ensure high service standards are achieved by all staff.

Through your coaching and leadership, you will assist your Branch Manager in leading the team to increase member participation levels and ensure Interior Savings is their primary financial institution. You are responsible for assisting with sales and services strategies in support of your branch business goals. As a coach and leader, you are actively engaged with your team on strategies to meet the immediate needs of the members while looking for additional opportunities to grow the business and to educate members on alternative channels. You foster a positive team environment through proactive participation in providing assistance to your staff and take an active role in their career development activities.

You will assist the Branch Manager in maximizing the results of your team by developing, communicating and executing monthly business plans that are aligned with the corporate strategies and contribute to the overall success of the Credit Union by demonstrating behaviours that are consistent with Interior Savings’ Vision, Mission, and Values.

You will participate in the interviewing and hiring process for new staff, as required while ensuring proper scheduling of employees in order to provide excellent member service. You will coach to and follow the organizational business model when referring members, preparing for meetings and uncovering needs. You will work in conjunction with the Branch Manager to develop performance standards and conduct performance appraisals and address member complaints and inquiries as required. You will also perform other duties as assigned.

What we offer:

  • Employer paid vacation
  • Benefits Program
  • Retirement Plan
  • Employee Assistance Program
  • Employer paid training/education
  • Special banking perks
  • Work-life balance

The salary range for this position is $62,549 to $74,266 and starting salary will be based on related education, training and experience. This position will work 37 hours per week. 

 Qualifications

  Education

  Required

High School Diploma or better.

Experience

Required

Knowledgeable in a full range of investment products.

Comprehensive understanding of credit products and procedures.

4-6 years: Job-related experience in a financial sales & services environment.

Preferred

Supervisory experience considered an asset.

Accounting Administrator

Turtleford Credit Union is currently seeking an experienced and detail-oriented Accounting Administrator to join our team.  This position reports to the General Manager.  The primary focus involves looking after day-to-day and month end reconciliations, payments, remittances, maintaining the credit union ledger of accounts and supporting accounting reporting activities.

As the successful candidate you will be involved with processing moderately complex and varied accounting administrative functions.  The information within this position is often of a confidential and sensitive nature and requires specialized knowledge of the department and credit union operations.  Established practices and procedures guide decision making however knowledge and experience within the area may be applied to resolve moderately complex and varied situations.  The successful candidate will work closely with all departments within the credit union and has a passion for building relationships and creating an environment where teamwork and cooperation is a top priority.  This position requires three years of job-related experience or an equivalent combination of accounting administration education and experience.

KEY RESPONSIBILITY AREA(S)

The following is intended to illustrate the type and level of work typically performed in this role and is not intended to be a comprehensive description of the duties.

  • Prepares and posts journal entries to general ledger; processes invoices and cheque requisitions for payment.
  • Reconciles general ledger accounts and assists General Manager in month end and year end accounting procedures and other accounting activities.
  • Runs standardized financial reports for management reporting; follows up on management enquires related to transactions and general ledger activities.
  • Prepares a variety of reports; coordinates the gathering of information required to support internal and external reporting requirements, such as Board reports and regulatory reporting.
  • Maintains a variety of records and processes a variety of branch/centralized administration tasks.
  • Performs a variety of routine and varied administrative functions in support of department operations and record keeping.

REQUIREMENTS

To qualify for this position, the successful candidate must have a minimum of three years of job-related experience.  Credit Union experience is an asset.

CORE SKILLS AND BEHAVIOURS

This position is a key position within the Credit Union.  Some of the skills required to succeed include a strong understanding of basic accounting principles, proficiency in Microsoft Office (particularly Excel), excellent attention to detail and accuracy, strong organizational and time management skills and strong communication and interpersonal skills.  This position is required to interact with all areas of the credit union and to keep up with the ongoing changes within the credit union therefore teamwork, cooperation, adaptability to change and continued learning and development is a top priority.

Turtleford Credit Union offers competitive wages and a full range of employee benefits.  If you are interested in this role, we invite you to submit your resume and cover letter in confidence to Ian Heggstrom at Ian.Heggstrom@turtlefordcu.ca.  Deadline to apply for this position is November 21, 2023.

We appreciate the interest of all applicants; however, only those selected for interviews will be contacted.

Loans Officer

Are you looking to work for a great organization?  Turtleford Credit Union is currently looking to hire a Loans Officer position.  This position reports to the Lending Manager and is responsible for oversight of their own lending portfolio with a primary focus on consumer mortgages, loans and credit products and within assigned lending limits.  As needed, this position would also assist the lending team with non-consumer credit.

As the successful candidate you will provide an exceptional member experience and expert advice for both new and existing members, you have a desire to learn and have an in depth understanding of lending practices and procedures.  The ideal candidate has a passion for building long term relationships with our members, provides financial advice and recommendations on our products and services to help our members meet their financial goals.  This position requires three years of job-related experience or an equivalent combination of education and experience.

 

PRIMARY PURPOSE OF POSITION

Reporting to the Lending Manager, this position supports the credit union’s business strategy by providing consumer and mortgage lending services to existing and potential members.  At times, this position may be responsible for less complex agriculture lending under the guidance of a more experienced lender.  The position administers and delivers on an assigned loans portfolio; recognizes member needs and promotes and cross-sells credit union lending and deposit services. Performs loan activities in compliance with applicable regulations, policies and procedures.

 

KEY RESPONSIBILITY AREA(S)

  • Grants consumer mortgages, loans, and credit products within approved lending limits; receives and analyzes financial and personal net worth statements, calculates debt servicing capacity and evaluates collateral security; negotiates terms and conditions of loan; presents recommendations to more senior lending staff on applications beyond assigned approval authority.
  • Provides individualized credit advice (e.g. debt consolidations) and information to members on loan and deposit services and products offered through the credit union.
  • Conducts credit research, security inspections and searches as required; prepares releases of security on paid out loans.
  • Interprets loan reports and identifies further action required to address problem areas such as pending delinquency; monitors delinquent accounts, works with member to develop remedial plans to mitigate risk of default, and initiates action to collect on delinquent loans as necessary.
  • Identifies member needs and actively promotes/cross-sells lending and deposit products and services to meet member needs and to gain a greater share of wallet.

 

REQUIREMENTS

This position requires three years of job-related experience or an equivalent combination of education and experience.

CORE SKILLS AND BEHAVIOURS

This position is a key position within the Lending team.  Some of the skills required to succeed in this position include proven business development, sales and communications skills, progressive skills in managing a diverse loan portfolio in consumer and mortgage lending, advising on a variety of products and services to meet our members financial needs, the ability to engage in marketing and proactive outreach to our members, teamwork, cooperation and continued learning and development.

 

Turtleford Credit Union offers competitive wages and a full range of employee benefits.  If you are interested in this role, we invite you to submit your resume and cover letter in confidence to Julie Brendle at Julie.Brendle@turtlefordcu.ca.  Deadline to apply for this position is November 13.

We appreciate the interest of all applicants; however, only those selected for interviews will be contacted.

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