Senior Member Service Representative

5 days ago

Fort Erie, Ontario, Canada PenFinancial Credit Union Full time

Company Description

Be a part of something different

We may offer the same products and services as a big bank, but we couldn't be more different. We're rooted in purpose and we're on a mission to improve lives and strengthen communities. We support nearly 20,000 members and businesses digitally, over the telephone, and in-person across a network of six branches across Niagara and Haldimand.

At PenFinancial, our people are our greatest asset, and our values speak for themselves: accountability, passion, integrity, respect, and knowledge. More than a poster on the wall, our values guide everything we do. They're values we live every single day – where everyone has a voice and where we listen. Just ask someone who works here to see what they think and check out our latest annual report to see what we've been up to.

We provide all of our employees with a generous benefits package that includes a Living Wage salary, defined contribution pension plan and performance-based success sharing. Combine that with our commitment to contributing to the wellbeing of our employees through competitive benefits programs, wellness days and allowances for education, and it's no surprise that our employee engagement scores are consistently so strong.

Our commitment to community

We live our brand from the inside out, and our Truly Local Commitment starts with our employees. We support an inclusive, diverse, and caring internal culture. We encourage our employees to give back to the causes that are meaningful to them and their families by providing opportunities to volunteer and represent our truly local credit union through our Truly Local Ambassador program. And we also commit to investing a portion of our profits directly back into our local communities.

We choose 100% renewable energy with Bullfrog Power to support environmental sustainability.

Job Description

Set the standard for quality member service for more junior employees. Provide exceptional brand experiences for our members or a prospecting Member by delivering value-added service to members including cash and banking services and proactively identify opportunities to promote other member services to support member success. Complete all administrative duties accurately and as per required timelines – "first time right" - as well as act as act as primary treasury custodian.

Differentiating Accountabilities (Duties may vary by branch location and size):

  • Create a personal and exceptional Member experience (both at the front counter and/or by phone), by developing and deepening relationships, maintaining regular communication, answer inquiries, providing timely responses, value-added information and advice to Members while always striving to increase Member satisfaction through service provided.
  • Act as primary treasury custodian. This includes and is not limited to; verification and balancing of treasury cash, all incoming cash parcels & outgoing cash parcels. Act as the custodian for Safety Deposit Boxes. Act as a joint custodian for other safekeeping items and all engraved documents and forms.
  • Handle Member requests for deposits, withdrawals, transfers, identify and fulfill member's financial service's need and other basic transactions. Assist members with ATM, MasterCard and Debit Cards by accepting payments, applications, encoding of new cards, and inquiries.
  • Complete all administrative duties accurately and as per required timelines. This includes and is not limited to; ATM's, Audit support, accurate completion of assigned reports, ensuring FINTRAC guidelines are met, administer CAFT, EFT, clearings, and related functions.
  • Promotes credit unions' products and services when a need or opportunity specific to the member is identified by offering a full range of financial services, including registered and non-registered investments, and basic loan services. Make referrals to specialists and advisors as required.
  • Lead and support training of employees. Complete care calls, credit card applications, open account types and demands, as required and find referral opportunities. Proactively resolve Member concerns and refer to Manager when required.
  • Improve efficiency and simplicity while supporting a culture of innovation, utilize all procedures as appropriate for organizational consistency in application and execution including being personally accountable to ensure that you have read, understood and have implemented your daily work resulting in a satisfactory rating on all branch audits while constantly producing innovative solutions to create efficiencies in your work.
  • Foster truly local banking by identify opportunities to develop business within the community and attract new Members by establishing "centers of influence" outside the branch, and participating in community and branch events as a brand ambassador.
  • Perform other assigned responsibilities.

Qualifications

  • 3 years working in a credit union or bank branch.

Additional Information

Salary Range: $41,648 - $52,060

Target Salary: $44,251

Salary will be determined based on skills, experience, education and other qualifications relevant to this position

To learn more visit

While we welcome all applications, only those who are selected for an interview will be contacted.

Accessibility accommodations will be made for job candidates upon request.

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