Job Posting Details

Supervisor Member Service & Administration , V.P. Credit Union

Location:Vancouver, British Columbia
Posting Date:July 23, 2019
Closing Date:until filled
Employment Type:Full-time

We’re looking for a Supervisor, Member Service & Administration to join our team!

The Credit Union

V.P. Credit Union (VPCU) is a member-owned financial institution committed to supporting the community associated with law enforcement in British Columbia. Founded in 1944 to serve the police officers of Vancouver, V.P. Credit Union has expanded to serve a membership base that includes employees affiliated with the Provincial Courts and E-Comm Corporation, sworn and serving members of South Coast Transit Authority Police, members of all BC municipal police departments and members of the RCMP in BC as well as immediate family members of each of these groups.

Today, with over 3500 members, 13 employees and $142M in assets under administration, VPCU is a unique and vibrant organization supporting an important segment of society across British Columbia from our main branch, as well as our satellite location, both in Vancouver. Our relentless commitment to service excellence over seven decades has resulted in member satisfaction levels well above the norm and a team of talented employees dedicated to helping members achieve their financial goals and dreams. Today, V.P. Credit Union provides a wide range of competitive services and products as we continue to “serve and protect” and make a difference in our members’ lives.

The Role

Reporting to the Manager of Member Service, the supervisor will be responsible for leading the member service team in training, coaching, and mentoring.  You will provide effective performance feedback through employee recognition, rewards and coaching, with the assistance of the Manager of Member Service.

You will be the leader in all member service functionalities by providing coverage where required.

Who you are:

· You have years of strong service oriented standards, including experience in the Financial Industry, preferably in a credit union environment

· Take Initiative and learn new techniques to improving yourself, your team and VPCU

· You are fully comfortable and flexible in an ever changing environment, multiple demands on your time while maintaining a positive supportive environment for the MSR team

· You are an expert at sharing your knowledge with your colleagues and celebrating team successes

· You have a proven sales and service ability and aptitude

· You have a knack for embracing change and have a solutions oriented mindset

· You are a strong problem solver with professionalism, tact and courtesy

· You possess the ability to communicate effectively and efficiently to the team at VPCU

· You are detail driven with a sharp eye on quality and accuracy

· You have experience with a Union environment (preferred)

· You have IT experience or some hands on troubleshooting IT experience (preferred)

· You are proficient in MS Office applications, particularly: Word, Excel & PowerPoint (preferred)

Main Accountabilities: 80%

Assist the staff in attainment of individual and branch goals, and corporate objectives that include fostering an environment in which our members feel at home, perceive our staff as knowledgeable, and view VPCU as their primary FI

Supervising work & setting schedules to ensure an optimal level of member service

Leading and coaching the MSR team, fostering an engaged and goal oriented team culture focused on growth and deepening member relationships

Proven track record of motivating and leading others, a passion for customer service excellence and an eye for accuracy.  You are goal oriented and can communicate with ease

Reviewing MSRs work, provide guidance, assist in problem solving and motivate direct reports.  You will build in redundancy in all positions within the team, identify efficiencies, and ensure back end and front end operations are at an optimum level.

Maintains knowledge of all retail banking products and services & mentors MSR staff and co-workers, provides support, guidance and training to all co-workers as necessary to ensure performance improvement and a cohesive team

Ensures processing, settlement, reconciling, adjustments and reporting are handled in an accurate and timely manner. Back office administration duties as required including ATM servicing and balancing

Identifies, solicits, refer to close sales opportunities; offer appropriate products and solutions that are member centric

Determining cash requirements of the branch, security of treasury and maintenance of assigned cash limits

Identifying member needs, promoting & cross selling credit union products and services, making referrals where appropriate

Responsible for researching and analyzing changes in rules and regulations relating to Registered Plans, Estates, and RESPs

Responsible for ensuring all administration related to registered plans (RRSP, TFSA, RRIF & RESP), and Estates, is accurate, current and efficient for our membership, and compliant with CRA

Working in conjunction with the Manager of Member Service, supports the year end filings for CRA & Central 1, regarding all registered plans & T5s

Other: 20%

Assisting team with complex transactions, resolving problems and backing up the MSRs when needed

Implementing and monitoring management controls and performing risk management practices

Recognize and develop opportunities to improve on department/corporate procedures and efficiencies, while understanding and working within the business/system operations

Leads project management for administration and corporate initiatives

Oversee system security, including auditing, the creation, modification and inactivation of all users

Responsible for the development and training of the MSR team in all CRA requirements, FINTRAC Requirements, and Risk Management