Senior Member Service Officer

Job Title: Senior Member Service Officer

Reports To: Regional Manager

Location: Toronto

Job Summary:

The Senior Member Service Officer (SMSO) will be mainly responsible for providing leadership and coaching to Member Service Representatives (MSRs). The SMSO will ensure that all cash holdings and security measures are adhered to at all times, while mitigating risks. The SMSO will also be responsible for maintaining and balancing treasury, ATMs and other daily and monthly reports as assigned, and resolve more complex member issues referred to by MSRs.


  • Provide direction and leadership to Member Service Representatives (MSR) in all areas of member relations. Co-ordinate and oversee the day-to-day scheduling of member service activities to ensure a smooth flow of work and to promote the efficient servicing of member needs.

  • Develop performance standards and goals and conduct employees’ performance reviews; implements and/or recommends training and development programs and identifies opportunities for staff development.

  • Set sales referral objectives for self and MSR’s; monitors referrals and provides support by coaching staff in sales techniques and cross selling of credit union products and services to ensure branch goals are achieved.

  • Resolve any member inquires, concerns or complaints in a professional and understanding manner ensuring the needs of members and the credit union are met. Provides guidance to MSR’s on solving problems and/or takes ownership when a member experiences a problem and follows through with required adjustments or documentation and ensures correct implementation. When unable to resolve and/or are complex in nature, escalates to Regional Manager within Problem Resolution guidelines.

  • Provide technical direction in all areas of the member service functions, cash balancing, security procedures and product information. Approve transactions within prescribed limits.

  • Maintains and balances Treasury, ATM and monitors cash flow to maintain adequate levels of cash to meet branch requirements.

  • Maintain an accurate control over treasury cash, ATM cards, foreign exchange currency and corporate cheques. Record and approves all Member Service Representatives’ cash differences and conducts surprise cash counts monthly.

  • Ensures security of branch through proper observance of opening and closing procedures, combination changes and distribution and pinning of ATM cards.

  • Gathers member profile information when opening new personal and business accounts and/or update existing member accounts that require action such as, but not limited to: notice of deaths, powers of attorney, account status updates, signing officers, dormancy updates; all while ensuring procedures and guidelines are followed and proper documentation is completed.

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

  • Respond 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.

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

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

  • 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 five (5) years’ experience working in a sales role within a financial institution.

  • Minimum two (2) years’ experience supervising others.

Required Knowledge, Skills and Abilities:

  • Exceptional customer service with excellent relationship building skills.

  • Ability to coach and mentor front-line employees.

  • 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.

  • Working knowledge of POAs and Estates an asset.

  • 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 resolve complex member problems.

  • Ability to work effectively independently and within a team.

Job Types: Full-time, Permanent


  • Casual dress

  • Company pension

  • Dental care

  • Disability insurance

  • Employee assistance program

  • Extended health care

  • Life insurance

  • Paid time off

  • RRSP match

  • Tuition reimbursement

  • Vision care


  • Monday to Friday


  • Secondary School (preferred)


  • relevant financial services: 5 years (preferred)

  • Supervising experience: 2 years (preferred)

Work remotely:

  • No

COVID-19 precaution(s):

  • Remote interview process

  • Personal protective equipment provided or required

  • Plastic shield at work stations

  • Social distancing guidelines in place

  • Virtual meetings

  • Sanitizing, disinfecting, or cleaning procedures in place

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


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