Job location: Revelstoke Branch | In person
Schedule: Full Time, with variable work weeks (every second Friday off)
Salary: $45,202.07 per annum - $60,269.42 per annum
How to apply: email resume and cover letter to [email protected]
The MSR Supervisor (MSS) directs, supervises, and trains the administration and coordination of all Member Service Representative operations ensuring service excellence. This position ensures staff adhere to all operating policies, procedures and security requirements; provides direction, training, coaching, and maintaining service levels for branch Member Service Representatives (MSRs) and Service Co-Ordinator and maintains a superior knowledge of risk management and fraud detection skills, and adheres to all security procedures and policies; performs all MSR duties, as required.
As a specialist in enhanced member experience, the Member Services Supervisor plays a leadership role on the branch team and is responsible for supporting the enhancement of the member experience culture at Cascadia Credit Union (CCU) ensuring service excellence in all member service-related areas, including policies, procedures, security requirements, and in maintaining member and non-member relationships. They understand the importance of placing the right products and services in the hands of our members. Building trust and loyalty with each member interaction, the MSS gains a deeper understanding of the members’ needs and delivers solutions to enhance the members’ wellbeing with a commitment to building lasting relationships. This role is expected to contribute to the CU brand in the region as a wellrespected leader of financial solutions
- Supports the Branch Manager in managing a high-performance member service team culture program with coaching as the primary tools for improving staff performance, including training, personal development plans, coaching, and provides recommendations of resolution,
- 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,
- Monitors department staff’s adherence to operating policies, procedures, service standards and security requirements of the front-line member service area activities and, with managerial guidance, initiate action to rectify problem areas,
- Evaluates and reviews personnel performance, and recommends action items that need attention, especially pertaining to document completion relative to risk, legislation, and regulations,
- Performs supervisory duties of Member Service Representatives, including scheduling, resolving nonroutine member issues, and staff procedural updates; understands processes to provide overrides and overlimit signatures for cheques,
- Reviews, administers, and maintains inventory items pertaining to the MSR area, including adequate cash levels for treasury, ATMs, and ACDs; member card inventory; MSR member updates on banking system, and safety deposit box inventory,
- Demonstrates an expert level of risk management knowledge; ensures adherence to all legislative and regulatory requirements,
- Greets members & visitors positively; discovers needs and identifies sales opportunities; comfortably responds to member requests and inquiries and deals with contentious member issues professionally,
- Builds both internal and external networks to encourage referrals; shares best practices and enhances product knowledge as well as capitalize on opportunities,
- Reviews and evaluates policies, procedures and practices for member services area to identify weaknesses; designs, develops, and recommends new or revised policies, procedures, or practices to improve overall performance of the MSR area to the Branch Manager,
- Keeps apprised of changing rules and regulations pertaining to relevant legislative requirements, as well as keeping a current knowledge of all CCU lending, and deposit products and services,
Performs additional responsibilities aligned with team goals as assigned.
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- Passion for delivering exceptional member/client service and dedicated to building strong relationships and connections in the community,
- Committed to lifelong learning, professional growth, and development. Responsible for ensuring skills and knowledge are up to date to meet industry and position requirements,
- Serves as a subject matter expert in all CU products, and services,
- Displays strong awareness of policies, procedures, and practices as they relate to a front-line member facing environment to ensure requirements are met and improved as identified,
- Possesses exceptional people, coaching, interpersonal, and administrative skills,
- Good knowledge of internal audit, security procedures, and privacy legislation,
- Takes a proactive and respectful approach in addressing problems, issues, or conflict with a positive view to reaching new and better solutions,
- Gains the confidence and trust of others through honesty, integrity, and thoughtfulness and organizes work and assignment of tasks to maximize efficiency, demonstrates strong interpersonal skills, and instills confidence with clear, open & thoughtful communication of expectations, roles, and responsibilities,
- Demonstrates a good knowledge and growing aptitude for computer-based literacy skills and technology, including MS Windows and Office program environments, with an advanced knowledge of the CU banking system
- 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.
- Minimum five (5) years’ experience in financial, retail or hospitality industry
- Minimum two (2) years’ experience in a supervisory position
- Secondary school diploma
- Maintain proficiency with developing systems, applications, and productivity programs.
- 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
