Member Services Lead

As a locally based financial institution, Cambrian Credit Union is known for working within our community. Everything we do at Cambrian is guided by our five simple values: Integrity and Honesty; Member Focused; Competitive; Community Involvement; Innovative Spirit.

Cambrian Credit Union is seeking a Member Services Lead to join our dynamic branch operations team.

Member Services Leads (MSL) are the welcoming and friendly face of Cambrian. In this role, you put members first, supporting both day-to-day and in-depth member needs. The MSL acts as the primary knowledge resource for frontline staff and leads daily activities such as overrides, opening & closing duties, and troubleshooting of retail banking equipment and programs.

In addition, the MSL provides back-up leadership coverage for the Member Services Manager (MSM) in areas such as cash ordering, timely staffing needs, and member-facing estates.

In the role of Member Services Lead, you will:

• Provide an exceptional member experience in executing member transactions. Proactively engage members, identify opportunities for advice, or introductions to other team members to deepen member relationships.
• Process a full range of member transactions including, but not limited to the following: deposits, withdrawals, transfers, bill and loan payments, wires, and changes to accounts while understanding and meeting members' service needs quickly, professionally and accurately.
• Process advanced member transactions in conjunction with internal partners such as monitoring, executing and entering Salesforce tickets, registered products, pension transfers and Business Account signings.
• Demonstrate advanced knowledge in Cambrian product and service offerings to effectively communicate their features and benefits. Responsible for meeting and exceeding specific individual and team-based goals by identifying sales and referral opportunities and actively promoting Cambrian's products and services to meet

member needs.
- Demonstrate your knowledge of technology through educating members on our digital banking solutions (online banking and mobile banking app).
- Proactively take ownership of responding to and resolving member concerns using standard procedures and escalating non-standard issues as necessary.
- Operating within the framework of Cambrian's policies and procedures for the safeguarding of cash, the prevention of fraudulent transactions and efficient handling of transactions and administrative duties. Responsible for meeting the requirements for on-site balancing, un-located outages, high-risk errors and daily

work audits within the designated timelines and targets.
- Demonstration of personal commitment to teamwork in an ever-changing environment through consistent performance and reliability. Willingly assist team members in achieving branch objectives by completing work in a timely and accurate manner. Provide consistent and reliable attendance that meets Cambrian's standards.
- Provide leadership in promoting all corporate and in-branch sales initiatives. Support front-line staff in identifying and understanding the needs of members, leveraging their knowledge and experience to provide a new solution to members or make an appropriate internal referral. Actively participate in promoting Cambrian's products and services to ensure sales and referral goals are achieved.
- Act as a leader and participate fully as a branch team member, help build a positive work environment, willingly assist, guide and coach MSRs in accordance with established policies, procedures and training manuals.
- Provide assistance and support to the Member Services Manager as deemed necessary or required.

Your education & experience:

• Minimum education level of Grade 12 or equivalent, with post-secondary education considered an asset.
• Minimum two years customer service and/or cash handling experience required, preferably in the financial industry.
• Demonstrated knowledge in financial products and services, administration, and audit requirements.
• Digital literacy across a broad range of devices (i.e. smartphones, tablets, laptops, desktops). Familiarity with the features of Word & Excel
• Capable communicator with demonstrated experience in providing feedback and de-escalating conversations, both written and oral.
• Creative thinker/ problem solver, with a member-centred approach and strong drive to continuously improve and add value to the business.
• Ability to work well in an environment with multiple and often changing priorities.

How to apply:

Please submit your application online ). Your resume and cover letter must clearly illustrate how you meet these qualifications.

Note: Cambrian Credit Union is an equal-opportunity employer. We welcome and encourage applications from individuals with diverse backgrounds, abilities, and experiences. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Deadline to apply: November 14, 2025.