Supervisor Member Experience

at  Servus Credit Union

ADDITIONAL INFORMATION: THIS BRANCH IS OPEN MONDAY TO FRIDAY. CANDIDATES MUST HAVE FULL FLEXIBILITY TO WORK ALL/VARIED HOURS OF THE BRANCH OPERATION.

We are looking for a full-time Supervisor Member Experience for our Grimshaw Branch.
Servus Credit Union is Alberta’s largest member-owned credit union, known for building strong, resilient communities by helping our members feel good about their money. One of Canada’s Best Managed Companies for 20 consecutive years and ranked as one of the top banks in Canada on Forbes World’s Best Banks list for two years in a row, we are a team of smart, gutsy and driven individuals.
Reporting to the Branch Manager, you are an integral member of our retail branch and bring the knowledge and skills necessary to flex between service, sales and leadership functions depending on the branch’s unique needs. As a Supervisor Member Experience, you will be assisting members with simple services along with using product expertise to identify member needs and recommend, refer, or provide products and services that enhance the member’s financial well-being. You will also support initial discussions (lending, investment, account related) with walk-in members, perform regular proactive contact and follow-up with members, and assist with a variety of administrative and branch support activities.

More specifically, the scope of your responsibilities will include, but are not limited to:

• Member Support:
• Be the first point of contact for member enquiries or new leads (through phone, virtual, or face to face
• Proactively gather and document all pertinent information required for the FA to have a robust conversation
• Loan document administration including document preparation, member follow-up, searches, and loan file completion
• Process member transactions such as deposits, withdrawals, loan and utility payments, money orders, credit card advances, calculation of foreign and domestic exchange & cheque cashing
• Risk Management:
• Audit for accuracy and completion of documentation and ensure that staff adheres to policies, procedures, compliance, and loss prevention guidelines to mitigate the risk of loss to Servus
• Effective custody and control over cash holdings; adherence to authorization limits, and an overall expert understanding of all branch security procedures.
• Coaching & Leadership:
• Develop consistent and formal coaching skills that include: service excellence, product knowledge, cross-selling, up-selling, the needs analysis process, negotiation, pricing and profitability
• Deal with all member concerns, conflicts and complaints in collaboration with the Branch Manager effectively
• Participate in the full life cycle for Member Service Representatives including hiring, training, coaching, career development, performance management.

REQUIREMENTS

To qualify, you will need at least the following:

• Minimum 2 years retail banking experience
• Proven customer service excellence

Although not required, the following are valuable assets:

• Post-secondary education in Finance (or related studies)
• Lending knowledge and experience

Most importantly, we’re looking for candidates whose personal values align with our cooperative values. These values are evident in everything we do everyday. We’re not afraid to be different from our competitors and in fact we embrace these differences. We celebrate our credit union culture and history, and we pride ourselves on our strong commitment to our member-owners and to the communities we serve.

• Member Support:
• Be the first point of contact for member enquiries or new leads (through phone, virtual, or face to face
• Proactively gather and document all pertinent information required for the FA to have a robust conversation
• Loan document administration including document preparation, member follow-up, searches, and loan file completion
• Process member transactions such as deposits, withdrawals, loan and utility payments, money orders, credit card advances, calculation of foreign and domestic exchange & cheque cashing
• Risk Management:
• Audit for accuracy and completion of documentation and ensure that staff adheres to policies, procedures, compliance, and loss prevention guidelines to mitigate the risk of loss to Servus
• Effective custody and control over cash holdings; adherence to authorization limits, and an overall expert understanding of all branch security procedures.
• Coaching & Leadership:
• Develop consistent and formal coaching skills that include: service excellence, product knowledge, cross-selling, up-selling, the needs analysis process, negotiation, pricing and profitability
• Deal with all member concerns, conflicts and complaints in collaboration with the Branch Manager effectively
• Participate in the full life cycle for Member Service Representatives including hiring, training, coaching, career development, performance management