The Member Service Representative (MSR) provides service excellence and fosters member relationships through a variety of member service-related tasks. Processing a variety of cash and non-cash related member transactions using automated systems and related equipment, the MSR helps with all branch cash related functions, refers member opportunities to other teams as needed, and performs other duties as required while adhering to security, risk, and compliance procedures and policies.

As a front-line member of the retail team, the MSR plays an essential role in providing front line assistance to members through service excellence while fostering member relationships with their positive attitude and keen product knowledge. They have a positive and adaptable approach with strong attention to detail and the ability to build effective relationships both within Cascadia Credit Union (CCU) and externally with member interactions.

Key Duties & Responsibilities

• Processes, posts, lists, and balances member transactional items with industry specific computer systems and cash-dispensing machines, within established time frames; including but not limited to cheques, withdrawals, deposits, utility bills, foreign currency, cheque ordering, wire and term deposit instructions, etc.,
• Fosters member relationships through service excellence and product knowledge by cross-selling products and services and referring members to other internal and external staff when appropriate,
• Processes Member Card applications and replacements,replacements with appropriate documentation,
• Accurately lists, balances, and processes outgoing clearing items and utility bills and balances all transactions, vouchers, and cash to computer online system within established time frames,
• Demonstrates a high level of risk management knowledge and ensures adherence to all legislative, risk, and regulatory requirements,
• Positively greets members & visitors; discovers needs and identifies sales opportunities updating CRM systems as needed; comfortably responds to member requests and inquiries, and deals with contentious member issues with minimal assistance,
• Fosters relationship building through service excellence and product knowledge,
• Performs administrative tasks as required, including start or end-of-day procedures for cash dispensing machines, night deposit processing and balancing, or other tasks & duties as required,
• Performs additional responsibilities aligned with team goals as assigned.

Skills & Attributes

• Demonstrates a good knowledge and growing aptitude for computer-based literacy skills and technology, including MS Windows and Office program environments, as well as the banking system,
• Demonstrated commitment to applying relevant and applicable policies, procedures, and risk/fraud awareness in the day-to-day performance of the functions of this position,
• Committed to personal growth and development. Responsible for ensuring skills and knowledge are up to date to meet industry and position requirements,
• Takes a proactive and respectful approach in addressing problems, issues, or conflict with a positive view to reaching new and better solutions,
• Passion for delivering exceptional member/client service and dedicated to building strong relationships and connections in the community,
• Gains the confidence and trust of others through honesty, integrity, and thoughtful, clear, and open communication,
• Team player, driven to ensure that the whole team is successful in meeting member needs,
• Demonstrates strong attention to detail and accuracy in completing work and providing information,
• Demonstrates strong interpersonal skills and the ability to communicate effectively both verbally and in writing,
• Good time management and organizational skills.

Qualifications

• Secondary School Diploma
• Minimum one year in related job experience (financial, retail or hospitality industries)
• Combined experience and post-secondary education in the areas that are directly related to industry will be considered
• Successful completion of in-house training and CCUA courses as required, within establish timelines