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Member Services Officer

3 weeks ago

Cornwall, Ontario, Canada Your Credit Union Full time

Position Overview: The individual in this position is passionate about connecting with people, building trust and providing a level of expertise that is unmatched in the industry. As the face of YCU, it is important to understand that the credit union exists because of our member's trust. The incumbent must be able to gather pertinent details from multiple sources to assist our members build a customized financial wellness plan that serves them now and into their future. The incumbent takes ownership of the member experience to create confidence in finding the best solutions and is a dedicated member of the YCU family. This will be achieved by maintaining a deep knowledge of financial products and services including but not limited to consumer mortgages, loans, deposit and investment products, estate management, chequing and savings accounts using a variety different delivery channels. Demonstrate flexibility in assuming a variety of roles and responsibilities.

Job Specifications:

  • Must have proven credit underwriting skills.
  • Must have above average interpersonal and communication skills to help establish new and thriving member relationships. Relates well to all kinds of people; builds appropriate rapport; works harmoniously with others; uses and understands diplomacy and tact.
  • Proven networking, relationship building, new member acquisition abilities as well as a demonstrated capacity to make full use of the tools and programs available to enhance our member relationships.
  • Must have a keen eye for detail, strong priority management skills and able to work with tight timelines.
  • Must have demonstrated service abilities and be able to ensure that members have the proper financial tools that fit their current financial journey needs. This will include educating members about the most appropriate products and services.
  • Must be flexible and prepared to work hours established to meet service demands in a timely manner.
  • Demonstrate professionalism in dress, tone, flexibility, and communication.
  • Knowledgeable of Credit Union products and services within the scope of the position.
  • Must be able to work well with a minimum of supervision and able to organize and effectively manage priorities and deadlines.

Duties & Responsibilities:

  • Business development activities such as outbound calls, networking, and other sales opportunities
  • Build Member Relationships and is Member Focused. Creates and establishes trust by building relationships, educating and actively discovering the right solutions for Members.
  • Decision Quality – Understands the Member's best interest is first; understands that this may not always be the same as what the members ask for; demonstrates decisions which are based on creating the best possible outcome for the member; makes decisions based on a mixture of analysis, wisdom, experience, and judgment.
  • Accurately and efficiently completes required documentation for CAMLO and audit purposes/follow-up, in a timely manner.
  • Promotes Credit Union products and services through referring, selling, and answering routine inquiries.
  • Problem Solving – Uses rigorous logic and methods to solve difficult problems with effective and innovative solutions; is resilient and will own the solution and the problem; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and does not stop at the first answers.
  • Establishes new member relationships; opens memberships and accounts, assists members with transactions, walks them through Clickswitch to transfer from other institutions.
  • Ensures CRM is uploaded with the member's story; ensures that the member is set up in accordance with regulatory requirements creating a safe transition for all.
  • Uses CRM to prompt member milestones, new baby, new car, university education etc
  • Offers and refers/enrolls members with products; credit, investments, and services, that fits with their journey towards financial wellness.
  • Decision Quality. Understands the Member's best interest is first and that this may not always be the same as what the members ask for.
  • Demonstrates decisions which are based on creating the best possible outcome for the member; makes decisions based on a mixture of analysis, wisdom, experience, and judgement.

Other duties as assigned from time to time by manager or designate.

Job Type: Full-time

Pay: From $29.47 per hour

Expected hours: 35 per week

Benefits:

  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Paid time off
  • RRSP match
  • Vision care

Education:

  • Secondary School (required)

Experience:

  • Financial Institution Retail Lending: 5 years (required)

Work Location: In person