Member Service Representative (Thunder Bay)

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.

  • 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.

  • 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.

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.

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

We are committed to providing accommodations for persons with disabilities. If you require accommodations, please let us know and we will work with you to meet your needs.

Job Types: Full-time, Permanent


  • Company pension

  • Dental care

  • Disability insurance

  • Employee assistance program

  • Extended health care

  • Life insurance

  • Vision care

  • Wellness program


  • 8 hour shift


  • Customer Service: 2 years (preferred)

  • Financial services: 2 years (preferred)

Work remotely:

  • No

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


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