Member Service Representative

**Why FirstOntario?** FirstOntario Credit Union is one of the largest credit unions in Ontario. We are a trusted co-operative financial instuition 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 DESCRIPTION** **Job Title**:Member Service Representative **Dept./Division**: Branch, Retail Services **Reporting** **to**:Branch Manager **JOB PURPOSE** 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_: - 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. - 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. - Utilize smooth referral process, whether for new or renewal business. - Perform retention activity (term maturities, etc.), when requested. - Track referral activity. - Actively contribute to campaign activity, as directed. - Service_: - Provide prompt, accurate efficient transactional service to members, including deposits, withdrawals, cheque cashing, member cards and pinning, cheque ordering and general statement inquiries. - Put member's, or prospective member's needs for service and attention before any administrative or operational work of your own. - Work with member to resolve inquiries and/or concerns. Refer to other available staff if "wait time" for other members may be compromised. - Process ABT transactions for others as required. - Assist / relieve other positions with duties in the branch as required. - Operations_: - Adhere to policies, procedures and standards. - Complete all work accurately and efficiently. - Balance cash daily or as instructed. - Act as joint custodian and/or combination holder, as required (ATM, night depository, Treasury etc.). - Perform custodian functions according to policy and procedures with respect to cash custody, safeguarding and securities. Place holds, messages etc. in line with policy. - Provide overrides and other such operational work within guidelines outlined in your "letter of authority". - Perform all audits, processes and proofing, as required. - Assist in the daily upkeep of the branch including filing, sorting, scanning, etc. - 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 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 t