Member Service Representative (Thunder Bay)

Job Summary

The Member Service Representative will be responsible for providing exceptional service to Rapport members by performing cash and non-cash transactions through a limited range of financial services while also promoting our products and services, ensuring security measures taken at all times. The incumbent will promote all of Rapport’s products and services and resolve any member issues within set standards and timelines.

Responsibilities

  • Performs a number of cash and non-transactions such as: deposits, withdrawals, and transfers, certifies and orders cheques, buys/sells foreign cash, sells traveller's cheques, personal money orders.

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

  • Responds to members’ inquiries on all products and services offered by providing information on the benefits and features of each product and service.

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

  • 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.

  • Prepares bank deposits daily and forwards to bank; adheres to guidelines on hold funds and anti-money laundering.

  • Resolves member problems and concerns with mortgage renewals, personal loans, lines of credit and other lending services; cross-selling related insurance products. Ensures all required documentation and information have been sent promptly to members.

  • Responds to members’ inquiries on investment services, including RRSP, RRIF and mutual funds, by providing information on the features of each product and service, sets up term deposits and cross-sell related deposit services. Processes each member transaction and seeks authorization as required.

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

  • Resolves members’ problems and complaints and ensures the needs of the members and the credit union are met. These problems will include statement problems, service charges, term deposit renewals, ATM issues, Online banking and/or Telephone banking. Escalates complex issues to supervisor within Problem Resolution guidelines.

-- OR --

  • Resolves any 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. When unable to resolve client’s concerns appropriately escalates to the supervisor/manager by providing all the details.

  • Communicates with members via phone to advise on any issues related to member accounts, such as NSF items, bill payment errors, etc.

  • Gathers and increases member profile information for new and existing members; ensures procedures and guidelines are followed and proper documentation is completed.

  • Maintains an up-to-date knowledge of all Credit Union lending and deposit products and services and relevant polices and legislation by completing assigned training courses and annual Anti-Money Laundering and other compliance courses.

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

  • Attends to the accurate and prompt preparation and review of all assigned reports, status checking, investment renewals and internal accounting reports.

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

  • Balances and reconciles general ledger accounts. Assists with a variety of administrative activities including maintenance of dormant accounts, cash accounts and production of month-end reports.

  • Receives and processes payroll deductions and name and address change??

  • Performs other duties and assignments as directed by management. Notes: ATM Cards – setting up, etc.

Level 5:

  • Pursue every opportunity to fully service member's general banking financial service needs. Determine and recognize member's needs on investment and lending and make quality referrals.

  • Respond to members' inquiries on investment services, including RRSP, RRIF and mutual funds, by providing information on the features of each product and service. Ensure all required documentation and information has been sent promptly to the member.

  • Achieve individual sales goals through internal solicitation and outbound calls following established relationship sales techniques. Explore member's financial service needs and recommend appropriate products and services with the features and benefits.

Education and Experience

  • Post-Secondary Degree/Diploma in Business, Accounting or relevant.

  • 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 proven 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.

  • Basic mathematical abilities, such as balancing, determining percentages and ratios are required.

  • Ability to work effectively independently and within a team.

Working Conditions:

  • Normal office environment.

  • Primarily sitting.

  • Occasional overtime may be required.

 

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