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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.

Supervisor, Support Services – Deposits Team

Open to any Advice Centre Location in Saskatchewan

Apply by May 12

Annual Salary: $63,560 – $87,395

Innovation Federal Credit Union has a bold ambition. In addition to being Canada’s newest Federal Credit Union, we will be the most digital, member-centric organization in our industry. We are on a journey to embrace the core tenants of the digital business model like ideation, the network effect, personalized segmentation, coopetition, and agile ways of working.

We come to work to simplify banking for all Canadians – that’s our purpose.

How does this position help fulfil Innovation’s purpose?  Glad you asked!

The Supervisor, Support Services – Deposit Team will be responsible for leading, motivating, and coaching team members in deposit administration; processing, monitoring and completion of documentation as well as providing information to all staff and members on deposit products and procedures. This role is charged with the goal of effectively and efficiently managing the development and direction of the support services team to drive the growth of revenue, technical productivity and promote high quality member satisfaction.

WIIFY (what’s in it for you):

  • Competitive Salary
  • Diverse and Inclusive Culture that continues to evolve
  • Flexible work arrangement options
  • Strong benefit package
  • 7% Superannuation matched contribution program
  • Attractive variable incentive program
  • Wellness Days to create appropriate work/life balance
  • Paid Education opportunities to ensure our members have the most equipped staff helping them
  • A purpose driven organization that focuses on the values of Accountability, Integrity and Respect
  • And lots more reasons to love where you work and what you do!

What our team is looking for:

  • A growth mindset that emulates Model, Coach and Care behaviors in every activity and approach
  • A solution mindset that feeds inertia
  • An ambassador who’s willing to promote our team inside and outside organization
  • Somebody who is digitally capable, who wants to dig into new technology with enthusiasm!
  • Somebody who can work with occasional ambiguity with focus on process evolution
  • A mindset of Solve, Serve, Sell – a problem solver, serving our members directly or indirectly, and selling our brand!
  • Somebody to sweat the small stuff, but also see the big picture
  • Personality and Energy – a flair for polish, and you bring your own personal, creative touch to everything you do!

What will you do? 

  • Oversee Investments and Account Documentation processes, ensuring accuracy and compliance with regulatory requirements.
  • Provide Operations Support to the team, resolving complex issues and ensuring smooth workflow.
  • Generate and present detailed reporting on investment operations performance and metrics.
  • Utilize an analytical mindset to identify trends, patterns, and areas for improvement within investment operations.
  • Drive Process Improvements to enhance efficiency and effectiveness, implementing best practices where applicable.
  • Manage and mentor a team of individuals, fostering a culture of continuous learning and development.
  • Ensure governance standards are met within investment operations, adhering to internal policies and external regulations.

Some things that would impress us: 

  • Bachelor’s degree in finance, business administration, or a related field. 5+ years of relevant experience in investment operations or a related field within the financial services industry.
  • Understanding of the regulatory, legislative, and technical environment that impacts the credit union and the financial industry (Credit Union Act; regulations; policies; procedures).
  • In-depth knowledge of investment operations, including investments and account documentation processes.
  • Effective leadership skills, with a strong focus on operations and business processes.
  • Demonstrated experience in people management, with a track record of successfully leading and developing teams.
  • Excellent interpersonal and communication skills.
  • Proven experience in implementing process improvements and driving operational efficiency.
  • Experience in budgeting and resource allocation, with a focus on optimizing staff numbers to meet departmental requirements.

Interested? 

Click the ‘Apply now’ button!

Innovation Federal Credit Union acknowledges that Indigenous peoples are the traditional guardians of this land that we call Canada.  In Saskatchewan we are on treaty lands and these treaties serve to govern our relationships with Indigenous people. We are dedicated to ensuring that the spirit of Reconciliation and treaties are honoured and respected. 

Vice President, Retail Service

WFCU Credit Union continues its strategic growth plan and is now moving beyond the borders of Southwestern Ontario resulting in an exciting and immediate new career opportunity for the role of:

VICE PRESIDENT, RETAIL SERVICE

The Vice President, Retail Service engages and collaborates with the VP team to actively contribute to the dynamic leadership that drives the credit union’s successful performance.  Responsibilities include contributing to the development and implementation of the strategic plan and translating it to departmental objectives. This position plays a pivotal role in driving retail, wealth & insurance sales as well as management growth and the ongoing development of employees.

In summary, the Vice President, Retail Service:

  • Directs the development and execution of the business development strategy and plans that will drive sales, increase revenue, expand markets, and accomplish the credit union’s financial objectives.
  • Builds and manages our high performing retail sales team including retail locations, broker relationships, call center and wealth management.
  • Fosters a culture of sales and service excellence; coaching staff members as required to meet the needs of our members while achieving the credit union goals.
  • Defines clear expectations and performance metrics for the sales team.  Monitor sales performance against targets and implement corrective actions as needed.
  • Supports our culture of accountability, ensuring staff members meet and exceed sales goals while complying with our risk management practices.
  • Understands the needs and overall business position of the credit union’s impact on business development. Adapting plans and strategies as required to meet the credit union’s goals.
  • Researches and analyzes the business environment, competitors, and current/potential members to develop ideas for new products and services, pricing, and business models.
  • Develops a wide network of contacts to keep informed about current and future sector and market activities.
  • Fosters relationships with key stakeholders and partners to develop business opportunities.
  • Builds a strong pipeline of talent; identifying development opportunities, working with internal resources on career development plans to ensure succession planning.
  • Works with the senior leadership team to develop and implement annual sales goals and plans; performance criteria; reward and recognition programs and compensation plans.
  • Provides input on marketing campaigns and product innovation to align with our members’ changing needs.
  • Develops and continuously improve procedures and processes to deliver a high internal and external member experience.
  • Actively supports business development and community investment opportunities, mentoring staff as required, including our representation at events across our regions of operation.
  • Ensures adherence to all policies, procedures, and guidelines to protect the credit union and our members.
  • Works collaboratively with internal partners to provide seamless solutions across all channels for our members.
  • Assists in managing member issues within prescribed guidelines.

The “must-have” skills and qualifications that we’re looking for are:

  • Minimum post-secondary education in finance or business.
  • Demonstrated progression into roles with increasing responsibility within the financial services industry, with a minimum of 10 years experience in a managerial position.
  • A solid knowledge of financial products and services.
  • Excellent interpersonal and communication skills.
  • Demonstrated success in business development, with a focus on driving revenue growth.
  • Strong leadership skills, with the ability to motivate and inspire a team towards achieving goals.
  • Ability to analyze market data and trends to inform strategic decision-making.
  • CFP and experience in life insurance and related products is an asset.

If you feel you’re a great fit, let us know why!

We appreciate the interest of all applicants, however, only those candidates selected for an interview will be contacted. Applications may be sent to the attention of:

Suzanne Leonard
Associate Vice President, Human Resources – WFCU Credit Union
3000 Marentette Avenue, Windsor, Ontario N8X 4G2
careers@wfcu.ca

WFCU Credit Union will accommodate the needs of candidates with disabilities through our recruitment process as we are made aware of these requests.  The accommodation will be based on the individual needs of the job candidate.

Working at WFCU Credit Union

For the fourth consecutive year, WFCU Credit Union has been certified as a Great Place to Work®, as well as repeatedly been named one of the Best Workplaces in Canada™. Joining WFCU means you will be part of a team committed to providing members with a high level of service, while also supporting the communities we serve to be the best places to live and work.

As an employee of WFCU, you’ll have the opportunity to work in a positive, goal-driven, and professional environment. Our award-winning HR philosophy to “hire the best, treat them well, and see them stay” is a point of pride and a key factor in our employees’ success and WFCU’s success.

We seek the best and brightest professionals and provide them with ample opportunity for advancement. Our industry-leading compensation package includes comprehensive benefits and training programs, plus a fantastic wellness program with several distinctive perks. A few highlights include:

  • An annual monetary benefit equivalent to a percentage of an employee’s salary intended to enhance physical and mental well-being. This can be used towards a vacation package, spa services, gaming equipment, and more!
  • Discounts on WFCU’s financial products and services, including a $10,000 Line of Credit at 0% interest.
  • A bank of up to 10 annual personal days, as well as 13+ paid holidays.
  • A voluntary RRSP matching program at 5% of an employee’s annual salary.

Experience our Employee Advantage Program which demonstrates our unmatched commitment to opportunities for professional and self-development, employee wellness, competitive compensation, and a culture of celebration!

It’s an exciting time to join our team. To find out more, apply today!

About WFCU Credit Union

WFCU Credit Union has been recognized as a leading, progressive financial institution headquartered in Windsor and Essex County since 1940. Proudly serving Ontario residents, community organizations, small businesses, commercial entities, and public institutions for over 80 years, WFCU Credit Union is the sixth largest credit union in Ontario, and twenty first largest credit union in Canada.

WFCU Credit Union operates nine retail locations across Windsor-Essex, one in Chatham, one in London, and three in the Waterloo Region through ECU – A Division of WFCU Credit Union. WFCU also operates the digital entity, Omnia Direct. Through its variety of service channels including online and mobile banking, live telephone banking, and ATM services, WFCU Credit Union and its divisions have become the financial institutions of choice for more than 73,000 members across Ontario.

Senior AML/ATF Compliance Specialist

National Consulting Limited (NCL) is looking for a seasoned professional to assist in the delivery of Anti-Money Laundering (AML) and Anti-Terrorist Financing (ATF) compliance programs requirements to meet the needs of our credit union clients. This position works in conjunction with a team of specialists who report to the VP Business Solutions and works closely with credit unions, legal counsel, regulators and CCUA to research issues and analyze information, trends & topics.

The Job
The successful candidate must be able to work independently and as a team this is a remote (work-from-home) position. The primary responsibility of this position is acting as the Chief Anti-Money Laundering Officer for the management and administration of all 6 elements of the required AML/ATF compliance program for multiple credit union clients, including maintenance and application of comprehensive compliance policies and procedures, risk assessments, identification of suspicious transactions,  developing and implementing risk mitigation measures where the risk is high, monitoring higher accounts and reporting to FINTRAC. This role is also responsible for providing AML/ATF guidance and support as a consultant to credit unions requiring additional assistance with their internal AML/ATF programs. In addition to compliance advisory services, this role is required to assist in the maintenance of legally reviewed legislatively compliance AML form. This role also participates in the development and delivery of specialized training for our clients to ensure an on-going compliance training program is available for employees as it relates to their job functions. To be successful in this role, a high attention to detail and time management skills are crucial.

This is a permanent, full-time position (37.5 hours per week). Occasional travel and in-person attendance may be required. Computer equipment is supplied.

The Candidate
The ideal candidate will possess:

  • Minimum 5 years’ experience in the credit union or co-operative system providing operational support in the areas of Anti-Money Laundering (AML) and Terrorist Financing (ATF).
  • Detailed understanding of the Proceeds of Crime (Money Laundering) and Terrorist Financing Act and associated Regulations.
  • Experience with AML Software. Verafin experience would be beneficial.
  • An Anti-Money Laundering and Terrorist Financing designation
  • Other regulatory compliance or risk management experience or designations
  • Strong interpersonal skills to build trusting relationships with credit union management and deliver excellent client experience.
  • Strong communication, organizational and facilitation skills.

The Compensation
NCL offers a competitive compensation package. Salary will depend on qualifications and experience. Benefits include a matched superannuation pension plan; group benefits (health, dental, life and disability insurance, healthcare spending allowance and wellness program), and paid personal days off.

If being part of our team interests you, please submit a resume and cover letter, in confidence, to hr@nationalconsultinglimited.com by Monday, May 13.

We appreciate the interest of all applicants; however, only those under consideration will be contacted.

National Consulting Limited is owned by a consortium of 25 Saskatchewan credit unions and partners with credit unions across Canada to provide expertise in Risk Services such as Compliance, AML, Fraud Protection, Privacy, Procurement, Banking and Card Services.

 

Director of Finance (Full-time; Hybrid)

About You

Are you a strong leader with confidence in driving forward thinking strategies?

Do you have the proven ability to lead our team in all things Finance related?

If you are a well-rounded financial professional who is looking for a great opportunity, we have the role for you!

Mainstreet Credit Union is actively recruiting for a Director of Finance to join our team!

We believe we have the best team in the business due to our leadership philosophy of excellence, and team development. If you are an experienced financial professional with values that align with ours and want a new opportunity at a cooperative organization where employees, clients, and our communities’ matter, we would like to hear from you!


Why Join Our Team?

At Mainstreet we believe in investing in you – whether it is our employees or our incredible members. At Mainstreet we are committed to providing exceptional service, advice and improving and making a difference in the lives of our members.

Mainstreet offers its employees:

  • Work-life balance and flexible work arrangements
  • Opportunities for training and advancement
  • Generous salary, vacation and benefits (Mainstreet is a Living Wage employer)
  • Opportunity to work at a values-based cooperative

Our Values:

Personalized: High quality personalized advice with flexible solutions.

Supported: Highly responsive through empowered professionals.

Known: Meaningful impact and connected to community.

Easy: Easy and in the way our members prefer.

 

The Role

Salary: $98, 654.00 – $123,318.00

Job Function:
Reporting directly to the CFO, the Director of Finance participates in the support of corporate strategies and provides leadership and advice on all matters related to finance. This role develops and drives forward-thinking strategies for finance that protect members and Mainstreet’s interests through creative problem-solving, teamwork, innovation, and continuous improvement. This role provides leadership to Finance, Treasury and Accounting functions, including financial operations, internal and external financial reporting, policy and procedure enhancements, budget and forecast preparation, asset liability management, liquidity and capital management, treasury management and internal controls. With a strong commitment to growth and sustainability, we are seeking a talented Director of Finance who will play a key role in driving our financial success.
Key Duties & Responsibilities:
Leadership & Communication
Provide strong leadership for the finance and accounting team, including setting team goals, evaluating performance, providing mentoring, coaching and feedback, and promoting team effectiveness. Ensure operating procedures and structures are appropriate, integrated, and seamless to create the best member experience.
Accounting
  • Prepare and publish timely monthly financial statements, follow up on discrepancies and implement solutions to ensure accurate reporting. Support month-end and year-end close process.
  • Coordinate and direct the preparation of the budget and financial forecasts and report variances.
  • Manage all accounting operations including Billing, A/R, A/P, General Ledger, Cost Accounting, Inventory Accounting and Revenue Recognition.
  • Analyze accounting and financial records and systems to ensure compliance with established accounting standards, regulations, procedures, and internal controls.
  • Ensure quality control over financial transactions and financial reporting and assess all credit union activity to ensure financial accounting compliance with IFRS.
  • Develop, recommend, and implement financial policies, procedures, and controls to ensure compliance to regulatory requirements and industry best practices.
  • Develop and document business processes and accounting policies to maintain and strengthen internal controls.
  • Manage the IFRS 9 Expected Credit Losses model and provide recommendation on appropriate loss estimates.
  • Provide reporting, analysis, and recommendations on various issues, communicate resolution of compliance issues and other complex reporting figures.
  • Monitor and evaluate the financial performance of the credit union, identify areas for improvement and implement corrective actions as needed.

 

Financial Reporting & Audit Management
  • Manage the preparation of financial statements, reports, and presentations for executive management, the board of directors, and regulatory bodies.
  • Develop and provide quality assurance for all monthly, quarterly, and annual reports submitted to regulators (ICAAP, ILAAP, MIR/AMIR) and/or external parties (CMHC, PICUZ)
  • Stay abreast of industry trends, market developments, and regulatory changes that may impact the credit union’s financial position.
  • Coordinate the preparation of the external financial statements and external audit.
  • Coordinate timing on all external audit work, discuss in depth process issues and audit findings and implement analysis for audit conclusion and implement corrective actions.

 

Other Finance Activites

  • Manage all financial activities of the company, including financial planning, budgeting, forecasting, and reporting.
  • Lead the finance team in analyzing financial data, identifying trends, and providing insights to support strategic decision-making.
  • Collaborate with other departments to optimize financial performance, drive efficiencies, and support business objectives.
  • Manage relationships with external stakeholders, including auditors, investors, and financial institutions.
  • Prepare presentations and reports for senior management and board meetings, highlighting key financial metrics and performance indicators.
  • Stay abreast of industry trends, market developments, and regulatory changes that may impact the company’s financial position. Lead the development, implementation and monitoring of policies, procedures, and practices for Mainstreet’s liquidity and funding management, cash and investment portfolio management, asset-liability management, capital management interest rate management, and financial profitability modeling and analysis.
  • Deliver appropriate key performance indicators (KPI’s), required metrics, budgets and forecasting, financial reporting, and analytics to support business units, executives and board level committees as required.
  • Contribute and assist where required with committees and project teams to contribute to knowledge sharing and development.
  • Collaborate with the manager of treasury to administer the credit union’s liquidity, investments, and funding endeavors with the aim of maximizing returns.
  • Learn appropriate systems and tools to engage in leading, reporting and executing responsibilities such as Vantage, Prologue, ALM system, etc.
  • Other duties as assigned.

 

Education & Experience
  • Bachelor’s Degree in Finance, Accounting, Economics, or related field; CPA required.
  • Minimum work experience of 5 years financial services industry; with at least 3 years in a leadership position.
  • Thorough understanding of financial principles, practices, and regulations specific to credit unions or financial institutions, including experience with regulatory bodies such as the Financial Services Regulatory Authority (FSRA).
  • Proven track record of strategic financial management, including budgeting, forecasting, and financial analysis, with a focus on optimizing financial performance and ensuring regulatory compliance.
  • Experience in developing and implementing financial policies, procedures, and controls to uphold compliance with regulatory requirements and industry best practices. In-depth knowledge/experience with IFRS accounting standards is required.
  • Experience with FSRAO Regulations considered an asset.

 

Requirements

  • Strong leadership abilities with a demonstrated aptitude for building and managing high-performing teams, fostering a culture of accountability, collaboration, and professional development.
  • Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels, including senior management, board members, regulators, and external partners.
  • Ability to thrive in a dynamic, fast-paced environment and adapt to changing priorities while maintaining a focus on delivering results and driving continuous improvement.
  • Strategic thinker with the ability to anticipate challenges, identify opportunities, and develop innovative solutions to support Mainstreet Credit Union’s growth and success.
  • Commitment to personal and professional growth, with a strong desire to advance into the role of Chief Financial Officer (CFO) within Mainstreet Credit Union and contribute to its long-term strategic objectives.

 

Join Mainstreet Credit Union and be part of a workplace that values diversity, promotes equity, and fosters inclusion. We actively seek diverse perspectives, ensure equal opportunities for all, and cultivate a culture where every individual feels valued. Our commitment to continuous learning ensures an environment where everyone can thrive.

Mainstreet Credit Union is an equal opportunity employer. We welcome applications from candidates of all backgrounds and experiences.

Associate Manager, Deposit Compliance

National Consulting Limited is looking for a deposit compliance expert to advise credit unions in the areas of deposit compliance and business requirements for deposit forms and related material.  This role works closely with credit unions, legal counsel, government and CCUA to research issues, analyze information and recommend operational guidance for credit unions. This position reports to the Manager, Deposit Compliance.

The Job

The successful candidate must be able to work independently as this is a remote (work-from-home) position. In addition to deposit compliance advisory services, this role participates in the delivery of deposit training and may occasionally require in-person attendance and travel.  This is a permanent, full-time position (37.5 hours per week). Computer equipment is supplied.

The Candidate

The ideal candidate will possess:

  • Post-secondary education in Business Administration, Finance, Accounting, Technology, Project Management, or a related discipline.
  • Minimum 5 years’ deposit compliance experience in a credit union.
  • Solid understanding of credit union operations.
  • Advance working knowledge of legislation affecting deposit functions in credit unions.
  • Project Management skills.
  • Experience with product development.
  • Excellent communication and relationship management skills.

The Compensation

NCL offers a competitive compensation package.  Salary will depend on qualifications and experience.  Benefits include a matched superannuation pension plan; group benefits (health, dental, life and disability insurance, healthcare spending allowance and wellness program), and paid personal days off.

If being part of our team interests you, please submit a resume and cover letter, in confidence, to hr@nationalconsultinglimited.com by Friday, May 10, 2024.

We appreciate the interest of all applicants; however, only those under consideration will be contacted.

National Consulting Limited is owned by a consortium of 25 Saskatchewan credit unions and partners with credit unions across Canada to provide expertise in Risk Services such as Compliance, AML, Fraud Protection, Privacy, Procurement, Banking and Card Services.

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