Member Experience Specialist Ii, Coventry Hills Branch

**About connectFirst Credit Union**

**As a credit union, we're different than a bank - and we like it that way.**

At connectFirst, we spend our days helping our members achieve their financial aspirations through a community-focused approach to banking that’s true to our co-operative principles. You’re our member, not a number. We’re your neighbours and your partner. Over 80 years ago we started from humble beginnings. Through the years, we’ve grown to become one of Alberta’s leading financial institutions through a desire to connect the dots between your dreams, your goals, your community, and your financial wellness and we echo these desires through our new, consolidated connectFirst brand.

We believe that banking is about more than money - it’s a cornerstone of every vibrant community and that our members should expect us to positively impact the financial success and viability of the communities that we call home. We invest meaningfully in the potential and well-being of our employees, and what matters most to our members. We have honest conversations about real things, as real people. Our members are owners, they have a say in how we operate, they earn dividends on common shares and investment shares, and they have access to an extensive array of financial products and services.
- **Our mission**: Make money make a difference.
- **Our vision**: Do what's right for every member.
- **Our values**: Think big, act local, take charge, and make it easy.

**We’re committed to providing remarkable experiences to our members, our communities, and our employees, and we’re proud to be regarded as one of the best**:

- Named among Canada’s Most Admired Corporate Cultures by Waterstone Human Capital
- Recipient of Canada’s Best Managed Companies award for 21 consecutive years
- $12.3 billion book of business (Deposits=45%, Loans=43%, Wealth Management=10%, Syndicated Loans=2%)
- 750 employees
- $585 million in Member's equity

**Key Accountabilities**:

- Provides exceptional member service that builds trust through responsive service and support to deliver what is right for every member, while balancing the interests of the credit union.
- Processes a variety of cash and non-cash member service transactions including deposits, withdrawals, payments, account updates, balances, money orders, credit card advances, calculations of foreign and domestic exchanges, cheque cashing, electronic funds transfers, and account closures.
- Pursues and generates sales referrals by proactively promoting cFCU products and services to members and potential members by analyzing their needs; clearly explains potential solutions and the benefits to the member; records all referrals and forwards to the appropriate internal personnel.
- Builds trust with members, resolves routine problems with member accounts and refers complex questions to the appropriate internal personnel.
- Applies policies and procedures in daily activities to meet safety, legal and privacy requirements.
- Accountable for area security and internal security audits.
- Educates and demonstrates to members how to use other service delivery channels such as digital and self-serve with the goal of making it easy.
- Provides support to other branch team members such as making outgoing calls to members, composing routine member correspondence and reports, completing compliance and/or audit activities, completing end-to-end processes related to ATM and night deposits, reconciling branch reports (dependent on branch location), etc.
- Assists with opening/closing duties such as balancing of branch daily transmittals, reconciling ATM and night deposit contents, and provides support in administering branch cash services with the associated risk management and control policies.
- Acts as joint custodian on specified combinations; rents, controls, and provides access to safety deposit boxes; maintains related records.
- Maintains up-to-date knowledge of all credit union products and services in order to foster business development through service excellence and product knowledge.
- Promotes and participates in branch campaigns and initiatives.

**Experience**:

- 2 - 3 years experience in a customer service or administrative role.
- Experience in retail banking.
- Proven informal leadership experience.

**Education**:

- Grade 12 diploma or equivalent.
- An equivalent combination of education and experience may also be considered.

**Skills and Competencies**:

- Good computer skills; able to pick up new and existing programs related to the job quickly.
- Good communication skills; both written and verbal.
- Ability to problem solve, organize and multi-task.
- Good customer service orientation.
- Attention to detail.
- Aptitude for numbers, with fast and accurate data entry skills.
- Good financial literacy.
- Good investigative skills for uncovering member needs.