Senior Member Services Representative

KEY ACCOUNTABILITIES

• Greet and serve all members in a friendly and professional manner, ensuring that credit union standards are being met or exceeded at all times.
• Respond to member inquiries by providing value added information on the full range of products and services to meet the members’ needs.
• Analyze member needs and refer members to the products or services which best meet those needs by outlining benefits and alternatives and advising them on the best solution
• Solicit new members and contribute to overall business development through service excellence, product knowledge and quality referrals.
• Maintain confidentiality when dealing with transactions, ensuring that member information is kept private and secure.
• Monitor branch cash flow and maintaining adequate level of cash to meet branch requirements. Maintains joint custody of combinations, treasury cash, disbursements, money orders, securities and other negotiable items. Ensure adherence to security procedures.
• Within established limits, is responsible and accountable to provide overrides, initials cheques for encashment; maintains department signing authority.
• Organize, schedule and monitor member service activities to ensure that maximum service levels are being provided to members and that work flows smoothly.
• Provide technical direction to the service team, answering questions and member inquiries or complaints referred by other employees or by management.
• Provide coaching, training and mentoring to service staff, ensuring service standards are achieved.
• Partners with Manager, Member Service to provide training, coaching and reviewing constructive feedback on a regular basis for all new MSR’s.
• Partners with Manager, Member Service to provide daily spot checks on all new MSR’s daily work and cheque negotiations.
• Assist Manager, Member Service with routine audits and cash and custody verifications, ensuring all policies are adhered to including the preparation of month-end reports
• Assists the Manager, Member Service with the preparation and delivery of performance plans and reviews for the service staff by contributing relevant feedback and information.
• Recognize and reward service staff for efforts and results.
• Maintain thorough knowledge of credit union policies and procedures on internal control and risk management.
• Observe all credit union policies and security requirements for cash custody and safe guarding; frauds, forgeries and hold-up procedures.
• Contribute to the achievement of branch goals
• Actively participates in regular staff meetings and providing input when necessary.

QUALIFICATIONS

Education and experience

This position requires the completion of a grade twelve diploma and one to three years job related experience or an equivalent combination of education and experience.

Technical Competencies

• Relationship banking
• Coaching to results and leading by example
• Proficient in all computer applications
• Cash Handling
• Knowledge of the credit union policies and procedures; philosophies and principles
• Distinct knowledge of the features and benefits of credit union products and services over those of competitors
• Knowledge of credit union technology (ATMs, telephone banking, Internet banking, etc.)

Work Environment

Permanent Full- time (37.5 hours per week), Tuesday-Saturday, at our Henderson Branch Location: 655 Henderson Hwy, Winnipeg, MB, R2K 2J6

Who we are

As a Certified B Corporation® and one of Manitoba’s Top Employers (2025), the culture at Assiniboine Credit Union / Caisse Assiniboine is supportive of the individual while focused on the greater community. With the widest geographic reach of any credit union in Manitoba, you’ll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community.

Choosing to work at Assiniboine means that you’ll be working for a uniquely Manitoban credit union that…

• puts people, planet and prosperity first,
• values diversity and inclusion,
• is committed to serving its urban, rural, agricultural, and Francophone communities,
• supports employees through training programs and long-term career development,
• offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits.
• is focused on social and environmental responsibility.

If doing things differently