Member Service Representative, Cash - Masset Branch

MEMBER SERVICE REPRESENTATIVE - CASH

Reports To:     Assistant Branch Manager or Member Service Supervisor

Every employee must honour the vision, mission and values of Northern Savings Credit Union.

Primary Purpose

The Member Service Representative - Cash (MSR - Cash) is a key position in the branch providing routine cash financial transaction through exemplary member service. The MSR - Cash is usually the primary point of contact for existing and new members and can foster relationships through service excellence and broad product knowledge.

Key Accountabilities

Member Service:

• Processes wide range of cash financial transactions while offering a suite of deposit products.
• Is knowledgeable in all Northern Savings Credit Union financial products and services to enable referrals to Financial Services Representatives, retail and Business Services, wealth management and insurance (life, property and casualty).
• Takes ownership of member issues and complaints, resolving and referring as appropriate.
• Presents a professional image to members and internal customers (other staff).
• Continually markets the benefits of membership to non-members to grow the member base.
• Other duties may be assigned periodically.

Employee Engagement:

• Engages in positive internal customer interactions which support a positive, respectful workplace that promotes team success.
• Collaborates with staff in addressing services issues and member concerns.
• Fosters a culture consistent with the credit union’s values and service philosophy.
• Actively participates in team meetings.

Operational Effectiveness:

• Has excellent knowledge of processes and procedures that apply to the MSR role.
• Identifies process improvements and escalates to supervisor.
• Ensures that all interactions with members and fellow staff are completed in a professional and timely manner.

Risk Management and Financial Health:

• Meets compliance, confidentiality and regulatory requirements and abides by management policy and branch procedures.

• Understands authorities with respect to overrides, waiving service charge and negotiable items custodial duties.
• Maintains cash limits and combinations in accordance with Northern Savings policies and procedures.

Minimum Qualifications:

Education:

• High School diploma is a requirement.
• Completion of post-secondary education is an asset.
• Completion of CUSOURCE and/or CU Training courses related to this position is an asset.

Experience:

• Previous sales and service experience is required.
• Previous financial services experience is an asset.

Skills:

• Demonstrated sales and service skills.
• Broad knowledge of products and services required.
• Ability to prioritize, organize work within time constraints, under pressure and competing priorities.
• Ability to communicate and liaise professionally with members, potential customers, community groups and co-workers while maintaining confidentiality.
• Working knowledge, skills and experience in Microsoft Office.