Member Services Representatives

1 week ago

Dawson Creek, Canada Lake View Credit Union Full time

Department: Member Services

Reports to: Branch Manager

**Salary**: As per collective agreement

Closing Date: Until Filled

**SUMMARY**

This position is responsible for recognizing the needs of the member and acting in a timely manner to provide solutions. This role is required to demonstrate product and service knowledge through cross selling and the promotion of business development. This position works closely with the Financial Services Officers in supporting revenue-generating activities.

**KEY RESPONSIBILITIES**
- Recognizes member needs, service opportunities and promotes all Credit Union services
- Makes referrals to the Financial Services Officers and Wealth Management as appropriate
- Demonstrates product knowledge
- Processes cheque orders for personal and business members
- Processes member card orders, member card re-pins and member card limit change requests
- Processes new requests for direct services and performs maintenance on access codes and security questions
- Processes requests for suppress and e-statements
- Processes re-pin requests for MasterCards
- Processes outgoing wire transfers
- Provides members access to Safe Deposit Boxes
- Ensures basket items are complete
- Ensures filing is up to date
- Opens and closes chequing, savings and safe deposit box accounts
- Processes change of signor requests for existing business members
- Notifies members of accounts changing from Junior to Regular and updates the banking system
- Enhances each member experience by proactively offering suggestions and solutions that will add value to their life and the banking relationship with LVCU
- Processes deposit and withdrawal transactions associated with LVCU’s suite of registered savings and investment products
- Reviews members’ profiles at each interaction to identify opportunities to promote, up-sell or cross-sell LVCU credit products including consumer loans, lines of credit and credit cards
- Supports organizational sales and sales objectives by participating in various marketing promotions, business development initiatives and community functions
- Exhibits high commitment to personalized member relationships by promoting the concept of relationship management, proactive financial coaching, and referral to other resources such as wealth management or commercial credit department
- Establishes, builds, and maintains productive and effective working relationships with members, non-members, and the business community
- Other related duties as assigned

**REQUIRED KNOWLEDGE SKILLS AND ABILITIES**
- Sales and Service focus with an aptitude for business development and relationship building
- Strong commitment to continuous learning
- Excellent communication and interpersonal skills
- Maintains a positive attitude towards corporate initiatives and change management
- Strong follow up skills
- Demonstrates dedication to providing quality member sales and service
- Proven ability to be creative and innovative
- Able to identify members needs, answer enquires and provide solutions
- Able to process all teller transactions promptly and accurately
- Demonstrates product knowledge
- Demonstrates the ability to be detail oriented and manage multiple tasks
- Demonstrates effective organization and time management
- Able to make sound judgment and analyze problems
- Demonstrates an affinity for basic mathematics
- Demonstrates the ability to adhere to company policies, procedures, and provincial and federal regulations
- Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
- Demonstrates accountability, integrity, and cooperation in the workplace
- Demonstrates leadership ability and team development skills
- Strong analytical skills and entrepreneurial mindset
- Knowledge and understanding of business planning and sales

**EXPECTED OUTCOMES OF THE ROLE**
- Provide high quality services, processes, and products while consistently seeking ways to improve outcomes and enhance service
- Accurate and timely member transactions
- Positive internal and external service levels are achieved through the proactively and resourcefulness
- Prioritizing and making on-the-spot decisions regarding member transactions, weighing member satisfaction issues with company exposure to loss or fraud
- Supports the team to achieve results
- Member experience levels are achieved through the process of listening, asking open ended questions, discussing solutions, providing recommendations, and following up with an outcome
- A positive and professional work environment is maintained

**CORE COMPETENCIES AND BEHAVIOURS**

Accountability
- _Takes personal ownership in contributing to the organization_
- _Inspires others to take personal ownership_

Adaptability
- _Demonstrates flexibility, adapts to the situation_
- _Adapts to widely varied needs_
- _Adapts plans and goals_

Building Trust/Integrity
- _Communicates information fairly, honestly and objectively _
- _Advises co-workers of

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