Member Service Representative

Why FirstOntario?

• Competitive compensation packages
• Top-tier health and wellness benefits, including comprehensive benefits packages
• Enhanced mental health benefits through SunLife and TELUS Health
• Exclusive banking benefits
• Up to $1000 per year towards professional development
• Pension Plan
• Company-wide Employee Volunteer program (Blue Wave Program)
• Employee and Family Assistance Program

Job Overview

Provide prompt, efficient and courteous transactional sales and service to members. Proactively assist members to ensure that their needs have been met and refer to other staff, as appropriate. Assists with achieving the goals and objectives relating to business development as set forth by the Branch Manager.

Role

Sales:

• Provide prompt, accurate, efficient transactional sales to members including, drafts, AFT, bill payments, direct debit, stop payments and bill payment setup.
• Recognize and act upon appropriate opportunities to engage members in discussions to enhance their services with us through cross sells, or consolidation of business held with competitors, through appropriate referrals to other staff.
• Utilize smooth referral process, whether for new or renewal business.
• Perform retention activity (term maturities, etc.), when requested.
• Track referral activity.
• Actively contribute to campaign activity, as directed.

Service:

• Apply our "Member First" principles and service standards with all members and prospective members.
• Provide prompt, accurate efficient transactional service to members, including deposits, withdrawals, cheque cashing, member cards and pinning, cheque ordering and general statement inquiries.
• Put member's, or prospective member's needs for service and attention before any administrative or operational work of your own.
• Work with member to resolve inquiries and/or concerns. Refer to other available staff if "wait time" for other members may be compromised.
• Process transactions for others as required.
• Assist / relieve other positions with duties in the branch as required.

Operations:

• Adhere to policies, procedures and standards.
• Complete all work accurately and efficiently.
• Balance cash daily or as instructed.
• Act as joint custodian and/or combination holder, as required (ATM, night depository, Treasury etc.).
• Perform custodian functions according to policy and procedures with respect to cash custody, safeguarding and securities. Place holds, messages etc. in line with policy.
• Provide overrides and other such operational work within guidelines outlined in your "letter of authority".
• Perform all audits, processes and proofing, as required.
• Assist in the daily upkeep of the branch including filing, sorting, scanning, etc.
• Complete sundry duties as required.
• Consider healthsafety as a primary concern to ensure the overall well-being of the department and members

Job Specifications:

• Above average interpersonal and communications kills
• Must be able to work well with a minimum of supervision
• Must be capable of working as a team player, willing to assist other staff as required
• Must have demonstrated service abilities and be able to identify member needs cross selling certain products and referring smoothly to others, as appropriate
• Must be willing to learn and apply coaching
• Must be flexible and prepared to work hours established to meet member service demands
• Must have reliable and capable internet accessibility if remote shifts are required

Job Requirements

• Grade 12 or equivalent
• Previous cash handling and/or customer service preferred
• Experience in MS Office is preferred

Interested in this role, but don't meet every requirement? We encourage you to apply We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help make FirstOntario better. At FirstOntario, inclusion, diversity, and equity aren't just "nice to have" - they're essential to our success.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know.