Member Services Representative - Elie Branch

KEY ACCOUNTABILITIES

• Provide a high level of service by attending to members in a courteous and professional manner, ensuring all advice and service delivery standards are met and exceeded at all times.
• Engage members in meaningful conversations—both in person and over the phone—to uncover their goals and needs, provide thoughtful guidance, and connect them with the appropriate Advisor for support with immediate and future financial needs, including relevant referrals for ACU’s products and services.
• Promote, educates and assists members with a digital-first mindset and technological solutions.
• Provide transactional service to members including deposit processing, withdrawals, bill payments, cheque cashing, etc.
• Assist with opening and closing duties of the vault, ATM, and cash recycler units as required.
• Support lobby management, greeting members warmly on arrival. Achieves individual targets and collaborates to support team success, demonstrating service excellence and product knowledge.
• Resolve member complaints with an aim for first contact resolution and referring complex issues when needed.
• Observe and adhere to all credit union policies and procedures on internal control and risk management including security requirements for cash custody & safeguarding, frauds, forgeries and robbery procedures.
• Demonstrate understanding of ACU’s commitment to values-based banking, shared value, respectful workplace, and Diversity, equity and inclusion.
• Maintain privacy, keeping strictly confidential member information that becomes available to them in the course of their duties.
• Keep current on best practices, business trends and potential problems, issues and changes in the financial services industry, and other external forces.
• Responsible for compliance and risk management, through the execution of internal policies and procedures, always maintain ongoing compliance with regulatory and legislative requirements.
• Ensure that all programs, policies and process are implemented in a manner that supports ACU’s commitment to rural and agricultural communities, francophone services, values-based banking, respectful workplace and diversity, equity and inclusion.

QUALIFICATIONS

Education and experience
The competencies for this position would require a minimum grade twelve diploma, plus two years job-related experience or an equivalent combination of education and experience. Previous customer service experience is an asset.

Key Occupational Skills

• Written and verbal French fluency would come in handy but is not required
• Strong communication skills with a focus on building relationships
• Cash handling experience including counting cash and balancing cash flows
• Excellent customer service experience and a strong team player
• Ability to identify member needs and recommend appropriate products or services, supporting sales growth and member engagement
• Proven track record in completing tasks with high accuracy and attention to detail
• Effective problem-solving skills with ability to prioritize and multitask
• Proven experience with various computer applications
• Knowledge of credit union products and services, policies and procedures is an asset

Additional requirements:

• Available to work branch hours which include alternate Saturdays
• The MSR must be fluent in English both verbal and written

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