Financial Customer Service Representative - Penticton, Canada - Summerland & District Credit Union

Description

Role Profile

Member Service Representative (FT & PT Positions Available)

Reports to:
VP, Retail Services


Last Revised:
June 2023


Position Overview

The Summerland Credit Union (SCU) Member Service Representative (MSR) plays an essential role in providing front line assistance to members through service excellence while fostering member relationships with their positive attitude and keen product knowledge.

The successful applicant has a positive and adaptable approach with strong attention to detail and builds effective relationships both within the organization and externally with member interactions.

Under general supervision, provides service excellence and fosters member relationships; processes a variety of cash and non-cash related transactions for members using automated systems and related equipment; cross-sells credit union products and services; balances all transactions daily; may assist with ECR start and end of day, ATM and night deposit balancing duties; audits day work; adheres to security procedures.

A key function of the role is to ensure an exceptional level of service towards members and staff.

Expectations are that every employee will demonstrate our 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_
• Foster member relationships through service excellence and product knowledge of Summerland Credit Union.
• Greet members & visitors positively; discover needs and identify sales opportunities; direct to appropriate personnel
• Performs administrative tasks as required
• Monitor and deliver exceptional performance with agreed upon goals.
• Respond to member requests and inquiries and deal with contentious member issues with mínimal assistance
• Process, post, list, balance transactional items with industry specific computer systems within established time frames; complete other role related tasks as required

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 company's 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
• Support staff and encourage collaboration to accomplish common goals
• 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
• Electronic files are maintained utilizing approved software
• Display confidence and exercise sound judgement in decisionmaking

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 all SCU products and services
• Demonstrates a good knowledge and growing aptitude for computerbased literacy skills, including MS Windows and Office program environments
• Demonstrates strong interpersonal skills and the ability to communicate effectively both verbally and in writing
• 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
• Good time management & organizational skills

Experience & Education

• Minimum one year in related job experience (financial, retail or hospitality industries)
• Secondary school diploma
• Combined experience and postsecondary education in the areas that are directly related to industry will be considered

Job Types:
Full-time, Part-time, Permanent

Part-time hours: 15-20 per week


Salary:
$39,708.00-$46,715.00 per year


Benefits:

• Casual dress
• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program

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