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Supervisor Member Experience Leader

2 months ago


Whitecourt, Canada Servus Credit Union Full time
About the Role

We are seeking a highly skilled and experienced Branch Service Manager to join our team at Servus Credit Union. As a key member of our retail branch, you will be responsible for providing exceptional customer service, sales, and leadership functions to support the branch's unique needs.

Key Responsibilities
  • Member Support:
    • Be the first point of contact for member inquiries or new leads, providing proactive and personalized support to meet their financial needs.
    • Proactively gather and document all pertinent information required for a robust conversation with members.
    • Process member transactions, including deposits, withdrawals, loan and utility payments, money orders, credit card advances, and foreign and domestic exchange.
  • Risk Management:
    • Audit for accuracy and completion of documentation, ensuring adherence to policies, procedures, compliance, and loss prevention guidelines to mitigate the risk of loss to Servus.
    • Effectively manage cash holdings, adhere to authorization limits, and maintain a thorough understanding of all branch security procedures.
  • Coaching & Leadership:
    • Develop and implement coaching skills to enhance service excellence, product knowledge, cross-selling, up-selling, needs analysis, negotiation, pricing, and profitability.
    • Deal with member concerns, conflicts, and complaints in collaboration with the Branch Manager, ensuring effective resolution and member satisfaction.
    • Participate in the full life cycle of Member Service Representatives, including hiring, training, coaching, career development, and performance management.
Requirements
  • Minimum 2 years of retail banking experience.
  • Proven customer service excellence and a strong understanding of financial products and services.
What We Offer
  • Competitive compensation and performance-based incentive pay.
  • Meaningful work towards individual and corporate goals.
  • Opportunities for career advancement and professional growth.
  • A dynamic and supportive work environment.
About Servus Credit Union

Servus Credit Union is a member-owned financial cooperative dedicated to building strong, resilient communities. We are committed to providing exceptional service, innovative products, and a positive member experience. As a team member, you will have the opportunity to make a meaningful impact and contribute to our mission of helping members feel good about their money.