Retail Support Officer

3 days ago

ChathamKent, Canada Mainstreet Credit Union Limited Full time

**Job Function**:
Assist the Branch Manager and Member Advice Specialist (MAS) portfolios of business by providing administrative support and acting as a second point of contact for their members. Complete all general retail related administration banking advice and services in a professional manner, with the emphasis on excellent member experience to support our goal of exceeding member expectations.,

**Major Duties and Responsibilities**:

- Responsible for contacting members to obtain required information/signatures, schedule appointments,
- Management of document preparation and processing and following up with members as required for lending and investment related products and processing transactions as required.
- Support the Member Advice Specialist manage CRM engagements where appropriate.
- Will answer member inquiries and provide service and advice on general banking related and will promote and support our remote access options.
- Work closely with Branch Manager and Member Advice Specialists to support existing retail and non-borrowing commercial membership needs and relationships. Open new accounts (personal, non-profit, associations, commercial/ag), having goals-based conversations to gain a better understanding of immediate and future needs of the members and taking the steps to refer and introduce members to the appropriate staff and ensuring to enter opportunities in CRM.- Estate process - handle all in-branch processes including updating member profile and preparation of paperwork. Manage member expectation by explaining the necessary steps and documentation required. Explaining advantages of membership to executors/beneficiaries and making referrals as appropriate based on the opportunities that have been spotted.
- Monitor and complete various reports as required.
- Handle member complaints in a professional courteous manner and escalate to manager if necessary.
- Assist with a variety of branch related duties and activities as instructed by the Branch Manager which may include but is not limited to managing the branch OD report on behalf of the MAS while having advice-based conversations with members to improve account management.
- Ensure a proactive approach to member needs is taken to retain current business.
- Ensure active participation in campaign outreach to support the goals of the branch and the credit union.
- Ensure necessary regulatory and compliance guidelines and measures are followed.
- May assist with training, both in branch and with other branches.
- Perform other duties as assigned.

**Qualifications**:

- Post-secondary education in a related business field or equivalent work experience
- Working knowledge of all Credit Union retail products (investments, lending, deposit accounts, other)
- Demonstrate working knowledge of credit policies and procedures and the credit underwriting process; commitment to continued learning to advance knowledge. Strong communication and interpersonal skills
- Member service experience and strong relationship building skills
- Demonstrate a propensity for thoroughness and accuracy
- Good computer skills including Word, and Excel
- Good organization and prioritization skills
- Ability to multitask in a dynamic and fast changing environment
- Display exceptional interpersonal skills by demonstrating approachability, trustworthiness, flexibility and a strong work and service ethic
- Committed to continuous personal improvement

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