Senior Member Service Representative

Company Description

Be part of something different

PenFinancial Credit Union is a member-owned financial institution dedicated to improving lives and strengthening communities across Niagara and Haldimand. Serving nearly 20,000 individual members and businesses, we offer full-service digital and in-branch banking backed by honest advice and local expertise. Guided by cooperative values — accountability, cooperation, respect, and trust — our people are at the heart of everything we do, and our values shape how we listen, collaborate, and serve our Members and communities.

A Living Wage employer with a deep Truly Local Commitment, PenFinancial reinvests a portion of its profits to support programs and initiatives that make a meaningful difference. We’re proud to support our teams with competitive compensation, performance-based success sharing, a defined contribution pension plan, wellness supports, and opportunities for ongoing learning. As a values-driven alternative to traditional banks, PenFinancial is built to put people — not profits — first. Learn more at PenFinancial.com.

Job Description

Set the standard for quality member service for more junior employees. Provide exceptional brand experiences for our members or a prospecting Member by delivering value-added service to members including cash and banking services and proactively identify opportunities to promote other member services to support member success. Complete all administrative duties accurately and as per required timelines – “first time right” - as well as act as act as primary treasury custodian.

Differentiating Accountabilities (Duties may vary by branch location and size):

• Create a personal and exceptional Member experience (both at the front counter and/or by phone), by developing and deepening relationships, maintaining regular communication, answer inquiries, providing timely responses, value-added information and advice to Members while always striving to increase Member satisfaction through service provided.

• Act as primary treasury custodian. This includes and is not limited to; verification and balancing of treasury cash, all incoming cash parcels & outgoing cash parcels. Act as the custodian for Safety Deposit Boxes. Act as a joint custodian for other safekeeping items and all engraved documents and forms.

• Handle Member requests for deposits, withdrawals, transfers, identify and fulfill member’s financial service’s need and other basic transactions. Assist members with ATM, MasterCard and Debit Cards by accepting payments, applications, encoding of new cards, and inquiries.

• Complete all administrative duties accurately and as per required timelines. This includes and is not limited to; ATM’s, Audit support, accurate completion of assigned reports, ensuring FINTRAC guidelines are met, administer CAFT, EFT, clearings, and related functions.

• Promotes credit unions’ products and services when a need or opportunity specific to the member is identified by offering a full range of financial services, including registered and non-registered investments, and basic loan services. Make referrals to specialists and advisors as required.

• Lead and support training of employees. Complete care calls, credit card applications, open account types and demands, as required and find referral opportunities. Proactively resolve Member concerns and refer to Manager when required.

• Improve efficiency and simplicity while supporting a culture of innovation, utilize all procedures as appropriate for organizational consistency in application and execution including being personally accountable to ensure that you have read, understood and have implemented your daily work resulting in a satisfactory rating on all branch audits while constantly producing innovative solutions to create efficiencies in your work.

• Foster truly local banking by identify opportunities to develop business within the community and attract new Members by establishing “centers of influence” outside the branch, and participating in community and branch events as a brand ambassador.

• Perform other assigned responsibilities.

Qualifications

3 years working in a credit union or bank branch.

Target Salary: $45,401

Salary Range: $42,730 - $53,414

Salary will be determined based on skills, experience, education and other qualifications relevant to this position

This role is an existing vacancy

Artificial Intelligence (AI) could be used in the application process

Additional Information

To learn more visit https://www.penfinancial.com/careers

While we welcome all applications, only those who are selected for an interview will be contacted.

Accessibility accommodations will be made for job candidates upon request.