Member Services Representative

POSITION OVERVIEWThe Member Services Representative professionally demonstrates BVCUs Enhanced Service Commitment to our membership establishes and maintains strong staff and member relationships works as a member of the team and sets a personal example of service and professionalism. The Member Services Representative processes routine cash and non-cash related member transactions such as deposits withdrawals loan and bill payments calculation of foreign and domestic exchange and cheque cashing. The Member Services Representative balances all transactions and cash daily and is competent in all required equipment hardware and software. The Member Services Representative recognizes member needs and promotes and provides basic deposit transactional services to members including the sale of RRSPs TFSAs and term deposits referring more complex requests for information and assistance to appropriate staff; processes member requests such as new member account opening and closures cheque orders and account information. KEY ACCOUNTABILITY AREASMEMBER SUPPORTAccurately and efficiently process member transactions such as deposits withdrawals cheque cashing loan and bill payments official cheques and calculation of foreign exchangeProvide ongoing member/account servicing support by opening secondary accounts providing access to electronic banking investment account maintenance and proactively reaching out to our membersResponds to member inquiries in regards to transactional needs product and service inquiries and account updates and refers to other staff where appropriateBalances at the end of the day with limited errors and promptly resolves any discrepanciesAssists with duties related to member transactional processes such as balancing ATMs and processing night and mail depositsOther duties as assignedSERVICE COMMITMENTUses knowledge of all credit union products and services to recognize opportunities to provide meaningful advice to meet members financial needs and/or refers to other staff and/or subsidiaries as appropriateRecognizes and takes the opportunity to update information on fileBuilds positive member relationships by applying BVCUs Enhanced Service CommitmentExhibits behaviour that contributes to a strong team environmentDeals with member problems and complaints quickly and effectivelyContributes ideas for new promotions; actively participates in BVCU campaigns and promotionsCompetent in all equipment hardware and software as requiredMay be required to provide support in other areas as requiredRISK MANAGEMENTStrict adherence to Bulkley Valley Credit Unions policies and Standards of Professional ConductDemonstrates a complete understanding of the risks being addressed by written procedures and guidelines and assess the best solutions for risk mitigationEscalate concerns regarding potential or emerging Money Laundering or Terrorist Financing risks to the Branch Compliance OfficerAccurately and efficiently processes member transactionsCompliance with standard security and safety measures in place to protect staff members and assetsPROFESSIONAL DEVELOPMENTContinually updates knowledge and skills in order to successfully perform job responsibilitiesCOMPETENCIES Individuals should be skilled at providing exceptional member service; have previous retail exposure; demonstrate financial awareness; have excellent communication and interpersonal skills; prefer working within a team environment; recognize member needs and opportunities to enhance relationships; and have problem solving skills that result in efficient resolution. Individuals should demonstrate accuracy and thoroughness in completing work and providing information and manage time effectively by spending the appropriate amount of time with each member. Individuals should understand BVCUs policies and procedures; demonstrate a high level of knowledge of BVCUs products and services; and demonstrate working knowledge of required equipment hardware and recruiting for the position of MSR an individual with one to two years of post-secondary education in the business discipline would be preferred. An individual with a combination of education and/or experience preferably with cash experience will also be considered. The education and/or training could include a certificate or courses in teller training cash management service and sales accounting or business courses within the role include:CUIC 201 Credit Unions Different by DesignCUIC 185 Credit Union Products & Services