Supervisor Member Experience

**Posting Closes: September 16, 2024 at 4:00 pm MST**

**Employment Status: Full-time (37.5 hours per week) Monday to Friday**

**Compensation: $52,121- $65,152 per annum**

We are looking for a full-time **Supervisor Member Experience** for our **Whitecourt Branch.**

Servus Credit Union is Alberta's largest member-owned credit union, known for building strong, resilient communities by helping our members feel good about their money. One of Canada's Best Managed Companies for 20 consecutive years and ranked as one of the top banks in Canada on Forbes World's Best Banks list for two years in a row, we are a team of smart, gutsy and driven individuals.

Reporting to the Branch Manager, you are an integral member of our retail branch and bring the knowledge and skills necessary to flex between service, sales and leadership functions depending on the branch's unique needs. As a Supervisor Member Experience, you will be assisting members with simple services along with using product expertise to identify member needs and recommend, refer, or provide products and services that enhance the member's financial well-being. You will also support initial discussions (lending, investment, account related) with walk-in members, perform regular proactive contact and follow-up with members, and assist with a variety of administrative and branch support activities.

More specifically, the scope of your responsibilities will include, but are not limited to:

- **Member Support**:

- Be the first point of contact for member enquiries or new leads (through phone, virtual, or face to face
- Proactively gather and document all pertinent information required for the FA to have a robust conversation
- Loan document administration including document preparation, member follow-up, searches, and loan file completion
- Process member transactions such as deposits, withdrawals, loan and utility payments, money orders, credit card advances, calculation of foreign and domestic exchange & cheque cashing
- **Risk Management**:

- Audit for accuracy and completion of documentation and ensure that staff adheres to policies, procedures, compliance, and loss prevention guidelines to mitigate the risk of loss to Servus
- Effective custody and control over cash holdings; adherence to authorization limits, and an overall expert understanding of all branch security procedures.
- **Coaching & Leadership**:

- Develop consistent and formal coaching skills that include: service excellence, product knowledge, cross-selling, up-selling, the needs analysis process, negotiation, pricing and profitability
- Deal with all member concerns, conflicts and complaints in collaboration with the Branch Manager effectively
- Participate in the full life cycle for Member Service Representatives including hiring, training, coaching, career development, performance management.

**Requirements**:
To qualify, you will need at least the following:

- Minimum 2 years retail banking experience
- Proven customer service excellence

Although not required, the following are valuable assets:

- Post-secondary education in Finance (or related studies)
- Lending knowledge and experience

**Benefits**

Working for Servus has outstanding benefits. In addition to standard benefits like health and wellness, vacation and retirement savings programs, we also provide other important benefits such as:

- Training & Development Opportunities
- Career Advancement Potential
- Flexible work options
- Competitive Compensation including performance-based incentive pay
- Meaningful work towards individual and corporate goals
- Opportunities to get involved and give back through an employee volunteer program

For information about these benefits and more, click here.

At Servus, our employees are also members. This means you'll have all the benefits of being a member of the credit union including profit sharing, voting for the board of directors, and all of the services we providewith a few additional perks

**What happens next?**

Only those applicants selected for an interview will be contacted. Should you require any accommodations during the hiring process, please advise us at that time.
- Discover a sense of belonging amongst a team of unique, authentic individuals working together to reimagine financial fitness. We value and celebrate the richness that diverse backgrounds and experiences bring to our community. Your skills, passion, and curiosity may find a sense of belonging at Servus, so even if you don’t check every box we encourage you to apply_