Member Service Representative

2 weeks ago

Hamilton, Ontario, Canada FirstOntario Credit Union Full time

Why FirstOntario?

FirstOntario Credit Union is one of the largest credit unions in Ontario. We are a trusted co-operative financial intuition dedicated to providing competitive banking products and services and a quality Member service. More than 118,000 Ontarians choose FirstOntario for their financial needs - from chequing and savings accounts to loans and mortgages and highly qualified investment advice. Our Membership does more than save you money on fees, it also makes you an Owner. At FirstOntario, we believe the best way to ensure our success is by supporting the communities we serve. That's why our policies include volunteering our time, talent and resources to worthy local causes and events. It's also why we reinvest our profits in the same places they're earned, and why we sponsor programs that promote financial literacy and economic development.

Job Overview

Provide prompt, efficient and courteous transactional sales and service to members. Proactively assist members to ensure that their needs have been met and refer to other staff, as appropriate. Assists with achieving the goals and objectives relating to business development as set forth by the Branch Manager.

Major Activities
Sales:

  1. Provide prompt, accurate, efficient transactional sales to members including Travellers Cheques, drafts, money orders, AFT, bill payments, direct debit, stop payments and bill payment setup.
  2. Recognize and act upon appropriate opportunities to engage members in discussions to enhance their services with us through cross sells, or consolidation of business held with competitors, through appropriate referrals to other staff.
  3. Utilize smooth referral process, whether for new or renewal business.
  4. Perform retention activity (term maturities, etc.), when requested.
  5. Track referral activity.
  6. Actively contribute to campaign activity, as directed.

Service:

  1. Apply our "Member First" principles and service standards with all members and prospective members.
  2. Provide prompt, accurate efficient transactional service to members, including deposits, withdrawals, cheque cashing, member cards and pinning, cheque ordering and general statement inquiries.
  3. Put member's, or prospective member's needs for service and attention before any administrative or operational work of your own.
  4. Work with member to resolve inquiries and/or concerns. Refer to other available staff if "wait time" for other members may be compromised.
  5. Process ABT transactions for others as required.
  6. Assist / relieve other positions with duties in the branch as required.

Operations:

  1. Adhere to policies, procedures and standards.
  2. Complete all work accurately and efficiently.
  3. Balance cash daily or as instructed.
  4. Act as joint custodian and/or combination holder, as required (ATM, night depository, Treasury etc.).
  5. Perform custodian functions according to policy and procedures with respect to cash custody, safeguarding and securities. Place holds, messages etc. in line with policy.
  6. Provide overrides and other such operational work within guidelines outlined in your "letter of authority".
  7. Perform all audits, processes and proofing, as required.
  8. Assist in the daily upkeep of the branch including filing, sorting, scanning, etc.
  9. Complete sundry duties as required.

Job Requirements

  • Must have above average interpersonal and communication skills
  • Must be able to work well with a minimum of supervision
  • Must be capable of working as a team player, willing to assist other staff as required
  • Must have demonstrated service abilities and be able to indemnify member needs cross selling certain products and referring smoothly to others, as appropriate
  • Must be willing to learn and apply coaching
  • Must be flexible and prepared to work hours established to meet member service demands

Job Specifications

  • Grade 12 or equivalent
  • 3 years office, credit union / bank cash experience
  • On-line exposure
  • Typing 30 WPM

Contacts

Established contacts with:

  • Branch management and all staff, other department/division staff
  • Members, prospective members

Physical Demands/ Working Conditions

  • Normal office environment.

Our Story

Our emphasis on service means we're constantly searching for new team members whose dedication to helping people is as powerful as their ambition to succeed. We're committed to providing professional development, and to extending employee activities beyond day-to-day operations to support the communities where we're located. Our people are the difference, it's a part of why we love coming to work.

FirstOntario is proud and privileged to be able to assist and touch the lives of so many in our communities.

  • We believe giving back to our communities helps everyone.
  • We believe in volunteering, active community support and participation.
  • We believe in investing our profits back into the credit union and the community.
  • We believe in finding solutions to help our Members and communities.

If this sparks your interest and you demonstrate high levels of integrity and credibility, we should talk. Check out our website for the full job description and prepare your cover letter and resume listing your experience, qualifications, and submit it online through our careers page on the company website.

We appreciate all who express interest; however, only those selected for an interview will be contacted. No phone calls please.

FirstOntario Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process.

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