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Member Service Representative
2 weeks ago
**Overview**
Reporting to the Assistant Branch Manager, the Member Service Representative (MSR) plays a key role in delivering consistent and compelling member experience at ACU. The Member Service Representative supports members with their day-to-day transactions and digital banking, listens and asks questions to uncover members’ unique needs, answers their inquiries, resolves concerns, and connects them to the team of experts across ACU. Often acting as the first point of contact for members in branch, the Member Service Representative contributes to the overall satisfaction and retention of ACU members, and champions/ supports Assiniboine Credit Union/ Caisse Assiniboine (ACU)’s commitment to rural and agricultural communities, francophone services, values-based banking and ACU’s triple bottom line accountability to people, planet, and prosperity.
**KEY ACCOUNTABILITIES**
- Provide a high level of service by attending to members in a courteous and professional manner, ensuring all advice and service delivery standards are met and exceeded at all times.
- Engage members in meaningful conversations—both in person and over the phone—to uncover their goals and needs, provide thoughtful guidance, and connect them with the appropriate Advisor for support with immediate and future financial needs, including relevant referrals for ACU’s products and services.
- Promote, educates and assists members with a digital-first mindset and technological solutions.
- Provide transactional service to members including deposit processing, withdrawals, bill payments, cheque cashing, etc.
- Assist with opening and closing duties of the vault, ATM, and cash recycler units as required.
- Support lobby management, greeting members warmly on arrival. Achieves individual targets and collaborates to support team success, demonstrating service excellence and product knowledge.
- Resolve member complaints with an aim for first contact resolution and referring complex issues when needed.
- Observe and adhere to all credit union policies and procedures on internal control and risk management including security requirements for cash custody & safeguarding, frauds, forgeries and robbery procedures.
- Demonstrate understanding of ACU’s commitment to values-based banking, shared value, respectful workplace, and Diversity, equity and inclusion.
- Maintain privacy, keeping strictly confidential member information that becomes available to them in the course of their duties.
- Keep current on best practices, business trends and potential problems, issues and changes in the financial services industry, and other external forces.
- Responsible for compliance and risk management, through the execution of internal policies and procedures, always maintain ongoing compliance with regulatory and legislative requirements.
- Ensure that all programs, policies and process are implemented in a manner that supports ACU’s commitment to rural and agricultural communities, francophone services, values-based banking, respectful workplace and diversity, equity and inclusion.
**QUALIFICATIONS**
**Education and experience**
The competencies for this position would require a minimum grade twelve diploma, plus two to three years job-related experience or an equivalent combination of education and experience**.**Previous customer service experience is an asset.
**Key Occupational Skills**
- Strong communication skills with a focus on building relationships
- Cash handling experience including counting cash and balancing cash flows
- Excellent customer service experience and a strong team player
- Ability to identify member needs and recommend appropriate products or services, supporting sales growth and member engagement
- Proven track record in completing tasks with high accuracy and attention to detail
- Effective problem-solving skills with ability to prioritize and multitask
- Knowledge of credit union products and services, policies and procedures is an asset
- Bilinguism (French and English, written and verbal) would be an asset but is not required for this position.
**WHO WE ARE?**
As a Certified B Corporation® and one of Manitoba’s Top Employers (2024), the culture of Assiniboine Credit Union is supportive of the individual while focused on the greater community. You’ll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community.
Choosing to work at Assiniboine Credit Union means that you’ll be working for an organization that:
- puts people, planet and prosperity first,
- values diversity and inclusion,
- is focused on social and environmental responsibility,
- supports employees through training programs and long-term career development,
- offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits.
If doing things differently and doing more is part of who you are,
