Member Services Representative Part Time

3 weeks ago

Thunder Bay, Canada BAY Credit Union Limited Full time

**Position Title**:* **Part-Time *Member Solutions Representative

**Responsible To**: Member Solutions Supervisor

**Key Relationships**:This position interacts with credit union members, all branch positions and members of the community.

**Function**

Consistently delivers high level member service by providing a range of services to members including responding to members’ enquiries, assessing needs and assisting members with the product or service which best meets those needs, processing transactions, cross selling credit union products that help the member advance their financial position, troubleshooting and resolving problems with members’ accounts or other member concerns.

As a branch employee, this position is responsible for increasing business volumes to meet assigned goals, branch goals, and organizational objectives by developing and fostering relationships with new and existing members of the Credit Union. Delivers an excellent branch experience and consistently exceeds member expectations. Actively evaluates each member’s financial needs, while providing sound advice. Demonstrates thorough knowledge of all Credit Union’s financial products and services. Effectively executes all required administrative tasks. Always promotes the Credit Union in a positive professional manner.

**Duties and Responsibilities**
- Provides assistance by listening to members, identifying needs, and providing appropriate financial services.
- Assists in managing risk by ensuring that all deposit, investment and credit card services meet regulatory and credit union policy requirements such as identification and source(s) of funds; reports any unusual occurrences or fraudulent activity to next level management upon discovery.
- Resolves problems with members’ accounts quickly and to member satisfaction; when appropriate, escalates issues to next level management.
- Ensures cash drawer is accurate at all times; balances cash drawer at the end of each day.
- Assists with administrative tasks including sorting mail and courier bags, producing reports and based on report information, following up with required action, and contacting members.
- Assists with processing ATM and or night deposit transactions as required.
- Contributes to the overall business objectives of the credit union by striving to reach branch and campaign targets; keeps up to date on target status.
- Keeps up to date with all changes and new products in order to provide the best service possible.
- Performs other duties as assigned by next level management as, and when, required.

**Position Specific Competencies**

**Initiative**

Is identifying a problem, obstacle or opportunity and taking action and/or proactively creating opportunities resolve or prevent problems.

**Problem Solving and Judgment**

Is the ability to analyze problems systematically, organize information, identify key factors, identify underlying causes and generate solutions.

**Self Confidence**

Is a belief in one's own capability to accomplish a task and select an effective approach to a task or problem.

**Information Seeking**

Is taking action to uncover details and improve one's understanding of situations or issues. It is driven by a desire to know more about a situation, an event, a problem, or other things.

**Conceptual Thinking**

Is the ability to identify patterns or connections between situations that are not obviously related, and to identify key or underlying issues in complex situations. It includes using creative or inductive reasoning.

**Impact and Influence**

Is the intention to persuade, convince or influence in order to have a specific impact, make a specific impression or adopt a specific course of action. It includes the ability to anticipate and respond to the needs and concerns of others.

**Communication (Listening, Understanding and Responding)**

Is the ability to accurately listen and understand, and then respond appropriately when interacting with individuals and groups. Communication skills.

**Results Oriented**

Is the concern for working towards a standard of excellence. The standard may be one's own past performance, an objective measure, the performance of others, challenging goals one has set or even what anyone else has done before.

**Customer Service Orientation**

Is the desire to help or serve and build relationships with members and/or internal customers, to meet their needs. It means focusing one's efforts on discovering and meeting the customer's needs and expectations. ("Customer" includes members, internal customers or clients, suppliers, etc).

**Adaptability to Change**

Is the ability and willingness to adapt to and work effectively within a variety of situations and with various individuals or groups. It entails understanding and appreciating different and opposing perspectives on an issue, adapting one's approach as the requirements of a situation change, and changing or easily accepting changes in the organization

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