Job offer: Member Services Representative

Job Title: Member Services Representative

Job Summary: MSR is required to handle all routine member services and cashing transactions, guide members on their financial needs, and resolve complaints in an efficient manner, in accordance with the Society’s policies and procedures.

Roles and Responsibilities

Member Services:

• Creating member awareness to alternative delivery channels i.e. Internet banking and mobile banking
• Initiate online and mobile banking requests
• Daily reporting on periodic deliverables
• Initiate online banking registrations
• Utilise front desk management module requests
• Capture members Automatic Clearing House (ACH) registration details
• Greet members in a courteous manner and determine the purpose of their visit.
• Initiate the process of opening and closing of accounts.
• Receives and directs members’ telephone calls, responds to enquiries and questions if possible or direct as necessary and records or relays messages.
• Performs all front desk counter services.
• Keeps members informed of the Society’s services and policies, including types of available accounts, interest rates, payroll deductions options and other related services.
• Maintains the privacy of members’ account information.
• Prepare and process new membership accounts, including all paperwork and system requirements.
• Processing application forms for death claims, CUNA LP/LS, CUNA Death and Disability Claims and FIP and forward to Manager Operations, Marketing and Credit for further processing and approval.
• Processes and reconciles FIP accounts to and for members.
• Prepare and process payroll deduction receipts to and from employers on a daily basis.
• Maintain members’ information on the system and on file.
• Ensure that the member services station is fully stocked with forms, pamphlets of the Society’s product and services, and supplies at the beginning of each shift.
• Maintains updated information on all products and services that the Society offers.
• Provides accurate information regarding products and services to new or prospective members.
• Generation of daily reports and logs to the Operations Supervisor on all member activities undertaken by the employee using Microsoft Excel or any other shared software as determined by the Society.
• Any other related duties assigned on a daily basis by Management of the Society from time to time, and based upon business exigencies.

Cashing Services:

• Ascertain that sufficient amount of cash is received at the beginning of each shift.
• Ensure that the teller station is fully stocked with forms, pamphlets of the Society’s product and services, and supplies at the beginning of each shift.
• Accounts to the Operations Supervisor, on a daily basis, for all monies received from, and disbursed to members.
• Generation of daily cash reports and logs, including the monitoring and reporting, as required, any suspected suspicious activities in accordance with FIU requirements and the Society’s policies and procedures.
• Creates monthly Teller Ratio Reports using Microsoft Excel.
• Processes all member counter payments, deposits and withdrawals via cash cheque or Lynx in accordance with the Society’s policies and procedures.
• Issues petty cash for expenses as approved by the General Manager.
• Reconciles the cash drawer and ensures that any discrepancies are resolved before closing time.
• Remits monies at the end of the day to the Manager of Operations, Credit and Marketing and prepares bank deposit slips for cheques to be lodged in the bank the next working day and cash in the treasury at the close of the working day.

QUALIFICATIONS

• Associate Degree/ Degree in Business Management/ Accounting.
• A minimum of 3 years in the related field, loans and operations procedures and Bank retail operations or Credit operations.
• Knowledge of the Emortelle System will be an asset.
• Computer literacy
• Proficiency in use of computer applications such as Microsoft Office Suite.
• Good communication and interpersonal skills
• Multitasking, time management and organisational skills and possesses the ability to work under pressure.
• Knowledge of Credit Union operations, IFRS 9 and AML Compliance will be an asset.