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Member Experience Supervisor

2 weeks ago

Toronto, Canada DUCA Financial Services Credit Union Ltd. Full time

**Member Experience Supervisor**

DUCA is looking for Member Experience Supervisor to join our Newmarket branch

**Job Purpose & Summary**

The Member Experience Supervisor (MES) is responsible for leading all aspects of customer service delivery for the branch, including supervising and coaching the team of Member Service Representatives (MSRs). The MES is responsible for equipping MSRs with the knowledge, skills, and resources to complete day-to-day retail banking transactions accurately and efficiently, always with a focus on providing an excellent customer service experience. The MES trains, coaches, and develops the MSR team to have quality advice conversations with customers, in which they identify and act on opportunities to help customers achieve their financial goals.

The MES is responsible for scheduling and planning the work of the MSR team, providing day-to-day guidance and supervision, completing annual performance reviews in conjunction with the branch manager, and leading the MSR team to achieve their targets. This position is also responsible for branch operation duties, including daily cash balancing, creating the branch schedule, producing reports, compliance, and audits. The MES will also complete all Branch Managers functions in their absence.

**Key Accountabilities & Duties**
- Establish and maintain a Member-centric/customer-centric focus for the branch, promoting lobby leadership and a high-level of customer service in all interactions through ongoing feedback and by leading by example
- Provide day-to-day guidance, support, supervision, and coaching to the MSR team, ensuring all customer banking transactions are handled accurately, efficiently, and in compliance with DUCA policies and procedures
- Provide coaching to MSRs on the total relationship with the customer, ensuring opportunities and interactions are maximized to help customers achieve their objectives
- Provide ongoing training and support to MSRs to maintain product and service knowledge, enabling MSRs to understand a customer’s financial profile, spot opportunities, and make quality referrals to internal partners
- Lead by example by delivering exceptional customer service through developing relationships, maintaining regular communication, and providing timely responses and value-added information to Members
- Assist with customer complaints or concerns, and promote problem resolution at the first point of contact
- Lead branch activities and campaigns through motivating and encouraging the team to work collaboratively towards achieving targets and goals, while always acting in the best interest of our Members
- Manage performance of MSR team, including training, coaching, mentoring, and conducting performance reviews in conjunction with input from the branch manager
- Participate in the recruitment and selection process for the MSR team
- Identify training requirements for the MSR team and work with Branch Manager to develop a plan to close gaps
- Remain up-to-date on DUCA products, services, operational and risk policies and procedures
- Complete branch administration duties, including: holds report, NSF report, daily, weekly and monthly reconciliations of ATM, treasuries and CRU
- Make decisions that mitigate risk, adhere to policy and procedure, and do what is best for the Member
- Ensure effective use and integration of CRM in all advice based activities i.e. outbound calls
- Contact Members to discuss their banking experience with MSRs and provide feedback/coaching to MSR
- Complete Branch Manager functions in their absence

**Occupational Experience & Education Requirements**
- Post-secondary education
- Minimum of 3 years’ banking experience
- Minimum of 1-2 years’ experience in a leadership or people management/supervisory position

**Knowledge, Skills & Attributes**
- Passion for providing excellent Member service and helping Members to achieve their goals
- Knowledge of all retail banking products and services
- Proven sales and advice skills
- Proven leadership skills with the ability to coach, lead and motivate a team
- Strong relationship management skills
- Strong written and verbal communication skills
- Strong business acumen and financial industry knowledge
- Strong attention to detail and time management skills
- Excellent problem-solving ability
- Proficiency in Microsoft Office products, including Outlook, Word, Excel, and PowerPoint

**Department**:Retail Sales

**Primary Location**:Newmarket Branch - 16640 Yonge Street, Unit 6B, Newmarket ON L3X 2N8

**Employment Status**:Full-Time

**Hours per Week**:38

**Job Grade Level**: Five (5)

**About DUCA**

DUCA exists to help people **do more, be more and achieve more** with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicate