Member Service Representative

Job Summary:

The Member Service Representative (MSR) will be responsible for providing exceptional service to Rapport members by performing cash and non-cash transactions, while ensuring cash holdings and all risk and due diligence policies, practices and procedures are adhered to and security measures taken at all times. The MSR will look for opportunities to cross-sell by maintaining working knowledge of Rapport’s products and services, and resolve any member issues within set standards and timelines.


  • Performs a number of cash and non-cash transactions and services such as, but not limited to: deposits, withdrawals, transfers, ordering and certifying cheques, buy/sell foreign cash, money orders, and setting up of ATM cards.

  • Identifies opportunities to promote, up sell, and cross sell Rapport’s products and day to day services; may conduct pro-active and/or assigned outbound calls during special promotions on products and services.

  • Operates and balances cash, processes deposits, cheques and other transactions according to established procedures and performance standards with speed and accuracy.

  • Confirms posting on daily register, balances daily, ensuring that security measures are in place at all times. Maintains custody of cash holdings within authorized guidelines; locks cash drawer and keeps passwords confidential.

  • Achieves individual referral and/or sales goals through internal solicitation and outbound calls following established relationship sales techniques. Explores member's financial service needs and recommends appropriate products and services with the features and benefits.

  • Responds to members’ inquiries on all products and services offered by providing information on the benefits and features of each product and service; refers any lending or investment inquiries outside of scope to Personal account Manager or Financial Planning team.

  • Ensures all required documentation and information has been sent promptly to the member as requested.

  • Resolves any member inquiries, concerns or complaints in a professional and understanding manner ensuring the needs of the members and the credit union are met. Takes ownership when a member experiences a problem and follows through with required adjustments or documentation and ensures correct implementation. These problems may include, but not limited to: statement problems, service charges, term deposit renewals, NSFs, bill payment errors, PAD/PACs, ATM issues, online banking and/or telephone banking. When unable to resolve and/or are complex in nature, escalates to supervisor within Problem Resolution guidelines.

  • Updates member profile information on WB Banking system when required; ensures procedures and guidelines are followed and proper documentation is completed.

  • Maintains up-to-date knowledge of all Rapport products and services and relevant polices and legislation by completing annual compliance courses, such as, but not limited to: AML, AODA, etc; and other assigned training courses relevant to role.

  • Supports Branch marketing campaigns by ensuring the branch is neat and pamphlets and posters are appropriately displayed.

  • May attend to the accurate and prompt preparation and review of all assigned daily and/or assigned reports, status checking, and other internal accounting reports as required.

  • Consistently applies all risk and due diligence policies, practices and procedures. Adheres to Credit Union's Privacy Code at all times.

  • May participate in branch’s business development activities.

  • Performs other duties and assignments as directed by management.

Education and Experience:

  • Post-secondary diploma, degree and/or certification in Business or Accounting or an equivalent combination of education and experience.

  • Minimum two (2) years’ experience working in retail business or financial services industry with experience handling cash in a fast-paced environment.

  • Previous experience with banking products and services an asset.

Required Knowledge, Skills and Abilities:

  • Exceptional customer service with excellent relationship building skills.

  • Ability to recognize needs and services that meet member’s needs.

  • Strong communication skills and organizational skills with the ability to complete paperwork in an orderly fashion.

  • Excellent interpersonal skills to be able to communicate effectively with other functional areas.

  • Excellent computer skills (MS Outlook, Word, Excel).

  • Sound judgment and problem solving skills to efficiently and effectively resolve minor member problems.

  • Ability to work effectively independently and within a team.

  • Sound judgment and problem solving skills to efficiently resolve complex member problems.

  • Ability to work effectively independently and within a team.

Working Conditions:

  • Normal office environment.

  • Primarily sitting.

  • Occasional overtime may be required.

Please Apply through our Job Posting on by following the link below:


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