Member Services Representative

Position Description

The Member Services Representative shares responsibility for cash roles and/or virtual service (includes online and call‑centre support). This role will be the first point of contact for all members, both physically or via virtual channels. They will utilize their strong customer sales and service skills to provide excellent member satisfaction and “wow” our member‑owners. They will be knowledgeable about all internal and partner products and services, and possess excellent sales and cross‑sales ability.

This individual will be committed to courteous customer service at all times. The Member Services Representative will also be responsible for administering and backing up administrative branch functions.

• Act as an ambassador for Luminus, both internally and externally, to promote the Luminus brand
• Demonstrate a high level of professionalism at all times through attire, voice and actions
• Maintain a team environment that is open and transparent
• Ensure adherence to all established policies and procedures
• Strict adherence to cash handling and security risk procedures
• Accurately manage cash function
• Ensure that all incoming calls or emails are handled on a timely and efficient basis while capitalizing on all opportunities to attain growth for the credit union. If necessary, directs the call to the appropriate staff
• Handle member‑owner in person/online/e‑mail inquiries; identify and resolve problems, complaints and explain and initiate corrective action with member‑owners; perform transactional duties as required for member‑owner requests; provide information on products and services
• Manage individual targets, including but not limited to: deposits, MOR and credit cards
• Cross‑sell and refer deposit and credit products accordingly
• Open online banking accounts while adhering to compliance guidelines
• Conduct electronic funds transfer transactions, such as:
  Wires and CAFTS
• Outbound calls as necessary
• Other duties as assigned

• High school or higher
• Demonstrated ability to work within a team environment
• Passion for customer/member service
• Attention to detail

• Provide exemplary service to members and partners at all times
• Always be the first point of contact
• Earn trust
• Effective communication
• Know your member

• Accurately process all transactions
• Follow up on all requests, complaints, etc. in a timely manner and check for satisfaction
• Access risk
• Ability to multitask and work in the fast paced setting

• Be available and willing to support other areas as necessary
• Available to work at various Luminus locations