Senior Member Services Representative

Job Category  :  Banking - Customer Service & Advice

Requisition Number  :  SENIO
002293

Posted :
October 16, 2026
Full-Time
On-site

Locations
Showing 1 location

18th at Kirkcaldy
1711A Kirkcaldy Drive
Brandon, MB , CAN

Description

Role Overview

Reporting to the Manager, Member Service; the Senior Member Service Representative provides transactional services and advice to members as well as providing support and back-up to the Manager of Member Service by providing technical support and leadership to the Service Team. The Senior Member Service Representative also provides guidance, direction, support and training to the Service Team. The Senior Member Service Representative supports management by overseeing custody and security procedure and by ensuring the advice and service delivery teams are working together to deliver quality and seamless service to members at all times.

KEY

ACCOUNTABILITIES

Greet and serve all members in a friendly and professional manner, ensuring that credit union standards are being met or exceeded at all times.

Respond to member inquiries by providing value added information on the full range of products and services to meet the members’ needs.

Analyze member needs and refer members to the products or services which best meet those needs by outlining benefits and alternatives and advising them on the best solution

Solicit new members and contribute to overall business development through service excellence, product knowledge and quality referrals.

Maintain confidentiality when dealing with transactions, ensuring that member information is kept private and secure.

Monitor branch cash flow and maintaining adequate level of cash to meet branch requirements. Maintains joint custody of combinations, treasury cash, disbursements, money orders, securities and other negotiable items. Ensure adherence to security procedures.

Within established limits, is responsible and accountable to provide overrides, initials cheques for encashment; maintains department signing authority.

Organize, schedule and monitor member service activities to ensure that maximum service levels are being provided to members and that work flows smoothly.

Provide technical direction to the service team, answering questions and member inquiries or complaints referred by other employees or by management.

Provide coaching, training and mentoring to service staff, ensuring service standards are achieved.

Partners with Manager, Member Service to provide training, coaching and reviewing constructive feedback on a regular basis for all new MSR’s.

Partners with Manager, Member Service to provide daily spot checks on all new MSR’s daily work and cheque negotiations.

Assist Manager, Member Service with routine audits and cash and custody verifications, ensuring all policies are adhered to including the preparation of month-end reports

Assists the Manager, Member Service with the preparation and delivery of performance plans and reviews for the service staff by contributing relevant feedback and information.

Recognize and reward service staff for efforts and results.

Maintain thorough knowledge of credit union policies and procedures on internal control and risk management.

Observe all credit union policies and security requirements for cash custody and safe guarding; frauds, forgeries and hold-up procedures.

Contribute to the achievement of branch goals

Actively participates in regular staff meetings and providing input when necessary.

QUALIFICATIONS

Education and experience

This position requires the completion of a grade twelve diploma and one to three years job related experience or an equivalent combination of education and experience.

Relationship banking

Coaching to results and leading by example

Proficient in all computer…