Senior Member Service Representative

Location: London

Employment Type: Regular, Full-time

Reports to: Branch Manager

Are you a community-minded person that’s passionate about investing locally and giving back to your community? Do you like working with other awesome and like-minded people toward a common goal? Here at Your Neighbourhood Credit Union (YNCU), we are all about putting our money where our mouth is and keeping our dollars local and investing back into our members, staff, and community. We are looking for people like you to join our team.

The Role

In addition to providing YNCU’s full range of products and services to members, the SMSR will also act as a mentor and team leader to Full-Time and Part-Time Member Service Representatives, helping to resolve member problems that cannot be resolved by MSRs. Responsibilities include:

• Analyze member needs and assist members to utilize the products or services which best meet those needs.
• Provide technical direction and resolve complex problems.
• Follow security procedures and ensure that other employees adhere to security procedures.
• Distribute necessary information or reports applicable to day-to-day member service opportunities or concerns.
• Act as the first point of contact for MSR resolutions of discrepancies or variances in cash handling or documentation required according to YNCU’s Policies and Procedures.
• Monitor currency holdings of the branch and order as required.
• Balance and process ATM transactions and any reporting necessary in carrying out these operations.
• Follow and monitor teller procedural framework for cash/certify cheques, receive bill payments, order cheques, buy/sell foreign cash, issue personal money orders/Canadian Drafts, travel insurance, debit card processing, process registered and unregistered transactions.
• Proper completion and submission of all tracking sheets according to audit requirements, including but not limited to Branch Self-Audit monthly checks, or as requested.
• Make member calls/contacts as directed by Management Staff from generated lists or self-recognized opportunities.
• Make at least 10 high-level referrals/leads per week and record for follow-up.
• Make at least 1 Credential Financial Strategies referral per month.
• Identify and fulfil members’ financial service needs within the Credit Union’s policy.
• Accept applications and provide sales brochures for Master Cards.
• Balance and reconcile G/L accounts and ATM’s.
• Monitor cash flow and maintain proper levels of cash to meet requirements.
• Joint Custody (lead custodian) of combinations for Vault, Treasury, ATM and Night Depository.
• Perform other specific tasks as may be directed from time to time.

This position is for an existing vacancy within our team.

What we are looking for

• Grade 12 or equivalent.
• Post-Secondary education/training an asset.
• 3 years preferred experience in a financial institution where responsibilities may have included: cash custody, the reconciliation of cash and G/L accounts, member service, office procedures and/or accounting.
• Must be bondable.

Why work at YNCU?

• B Corp Certified.
• Competitive Compensation, Incentive Programs and Benefits.
• 37.5-hour work week.
• 7% matching pension.
• Benefits are 100% paid for by YNCU.
• Wellness Initiatives including our Employee and Family Assistance Program, premium membership for Calm, Consult+, and LIFT Virtual Fitness.
• Training and Development Opportunities.
• Community Sponsored Events Employee and paid Volunteer opportunities.
• Opportunities to get involved with fun and meaningful committees.
• Free banking account.
• Discounted Employee Rates.

Salary range: $47,000 - $55,000. The compensation offered to the successful applicant for this role will be determined by the candidate’s relevant skills and experience and internal equity. More information about our total rewards package will be available during the hiring process.

Equal Opportunity Statement

YNCU strives to be a diverse workplace reflective of the communities that we live in. We are committed to a diverse workforce and invite everyone to apply. YNCU makes hiring decisions solely on qualifications, merit, and business needs at the time. YNCU is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, gender, religion, sexual orientation, national origin, disability, pregnancy, or any other protected characteristic as outlined by national, provincial, or municipal laws. This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Your Neighbourhood Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process. Please contact Human Resources at careers@yncu.com.