Member Relationship Manager

Who We Are

Great banking should feel effortless. The kind where things just work, the right information is easy to find, and the next step feels natural. At YNCU, we’re focused on making banking simpler, more intuitive, and more useful in the moments that matter. So instead of making people think about how banking works, we make it feel like it just does. That’s one of the ways we show care.

YNCU was created by working people and small business owners who pooled their money to make affordable financial services available to one another. They weren’t just customers—they were our founders. That spirit still shapes how we work today.

Innovation is part of our history, too. Credit unions helped introduce some of Canada’s earliest banking innovations, and that mindset continues at YNCU. We’re always looking for unmet needs, better ways to serve members, and simpler experiences that make banking easier to understand and use.

What You’ll Be Doing

The Member Relationship Manager is responsible for building new and lasting relationships with Your Neighbourhood Credit Union (YNCU) members. As a trusted financial advisor, you will help members with their everyday banking, credit, and investment needs, including mutual funds. Through exceptional and caring service, the MRM delivers a member experience focused on sound advice that matters most to members through all financial stages of life, and reflects YNCU’s vision

As well, the MRM plans their activities to ensure accomplishment of day-to-day and longer-term objectives and effective administration of branch operational and audit functions. The MRM (Licensed) also assists with supervisory responsibilities such as scheduling, workflow oversight, coaching and training of team members.

• Establish and further a caring and exceptional service level to build and enhance member relationships and respond in a timely, professional, and effective manner
• Facilitate growth and generate revenue through achievement of objectives by increasing member acquisition and member engagement through successful product penetration and deepening member relationships
• Proactively engage with members in all areas of the branch and in the community, uncovering banking needs, providing help and advice, as well as identifying sales and referral opportunities
• Focus on member education, leveraging technology to deliver a memorable member experience, drive results and retain business
• Build and maintain strong relationships with partners and Centers of Influence to make the most of business opportunities and referrals.
• Market all of YNCU’s products and services, including mutual funds (if licensed), within clearly defined policies and procedures
• Actively listen and engage members in conversation to further understand their unique needs
• Based on effective listening and sound financial literacy, promote and advise on the full range of lending and investment vehicles with emphasis on consumer loans, mortgages, lines of credit, mutual funds, deposit and investment vehicles, and sundry services. This will be achieved by actively pursuing membership growth opportunities and following up on staff referrals, business generating initiatives, and member inquiries.
• Manage a portfolio of members with mutual funds accounts, providing investment advice to help them achieve their short, medium, and long-term goals.
• Work closely with Aviso Wealth Financial Planners including Wealth Your Way Financial Planners to provide the highest level of quality service to members
• Responsible for making qualified referrals to the Wealth Management Team by uncovering opportunities through member inquiries or conversations
• Create and utilize a member contact strategy to ensure timely follow up and delivery of YNCU products and services
• Proactively take ownership of resolving and preventing member service issues
• Develop new sources of business by participating in ongoing call/contact programs, involvement in approved networking organizations, and by acting as an Ambassador of YNCU within the local community building strong relationship with business partners
• Assist with the implementation of business promotion campaigns and assist with monitoring results of same

• Assist and contribute ideas to help branch team develop plans for achieving branch objectives
• Plan daily/weekly/monthly/yearly activities to ensure accomplishment of day to day and longer-term objectives and ensure timelines are met

• Maintain close contact with Branch Manager ensuring they are informed of any important or reportable information regarding the operation of the branch
• Provide coverage for the Branch Manager in their absence as required
• Member Relationship Manager in planning and supervising branch team including workflow, assignment of duties, coaching, scheduling, and training of team members
• MRM with hiring, determining promotions, and performance management of branch team members
• Assist with the administration of YNCU’s credit policies ensuring all loans or credit applications are effectively evaluated, clearly documented, adequately secured and that required collection and control procedures are employed
• Coordinate branch operations and team member responsibilities within applicable policies and procedures to ensure compliance, effectively perform required branch audit functions and ensure security of premises and lock-up procedures are clearly understood and adhered to
• Complete performance reviews and share honest and clear feedback regarding strengths and areas for improvement with team members
• Identify, create and implement ways to streamline work processes to achieve time, resource and cost efficiencies including but not limited to the use of automation
• Abide by YNCU policies, procedures, standards, guidelines, and practice
• Work safely in accordance with YNCU's Health & Safety Policy, procedures and the Occupational Health and Safety Act as amended from time to time
• Other duties as assigned

What we are looking for

• Post-secondary diploma and/or certification in business, finance or a related program, or equivalent business experience
• Minimum four (4) years’ experience in financial services predominantly in retail branch operations with supervisory experience preferred
• Keen interest in the economic environment and financial trends
• Investment Funds in Canada (IFC) designation through the Canadian Securities Institute (CSI)
• Certified Financial Planner (CFP)/Personal Financial Planner (PFP) designation considered an asset
• Understanding of compliance requirements
• Must be computer literate, have an effective working knowledge of Microsoft Office (Outlook Excel, Word) and a willingness and ability to learn and utilize YNCU’s banking system, applications, platforms, and emerging technologies
• Must have a valid Ontario driver’s license and reliable available vehicle
• Must be bondable

Reports to: Branch Manager

Job Type: Regular, Full Time

Work Location: Weber St. E, Kitchener, Ontario

The compensation offered to the successful applicant for this role will be determined by the candidate’s relevant skills and experience and internal equity. More information about our total rewards package will be available during the hiring process.

This position is for an existing vacancy within our team.

What You’ll Love About Working Here

At YNCU, you are more than an employee. You are part of a purpose driven team that strengthens local communities and champions the credit union difference. We believe banking locally matters, and every day our team helps members build stronger financial futures through personalized advice, trusted relationships, and community support.

As a people first organization, we are committed to an environment where employees feel supported, valued, and empowered to grow. Through professional development, wellness initiatives, volunteering, and collaborative team experiences, we invest in our people because they are at the heart of everything we do. Programs like our Good Neighbours Employee Volunteer Program and Monthly Staff Donation Draws give employees a direct voice in supporting the causes that matter most to them and their communities

When you join our team, you become part of a collaborative culture that values authenticity, growth, and making a meaningful impact in the communities we serve. Some benefits that will support you:

• Competitive compensation and incentive programs
• 100% employer-paid health benefits
• Wellness benefits and resources to help you thrive both at work and at home, including mental health support, fitness programs, wellness breaks, and mindfulness resources
• 7% Matching pension plan
• Paid vacation and personal days
• Ongoing learning, training, and development opportunities
• A free banking account and preferred employee rates on lending and investment products
• Recognition and community engagement programs
• Paid volunteer opportunities and community involvement initiatives
• Professional development and certification reimbursement

Employer Awards and Recognitions

• Certified B Corporation® organization committed to social and environmental impact
• 2025 Southwestern Ontario’s Top Employers
• Waterloo Area’s Top Employers 2025
• The Career Directory 2025: Canada’s Best Employers for Recent Graduates
• 2025 Canada’s Healthy Workplace Month Great Employer
• Ontario Living Wage Network

Check out our current openings athttps://jobs.dayforcehcm.com/yncu/CANDIDATEPORTAL

YNCU strives to be a diverse workplace reflective of the communities that we live in. We are committed to a diverse workforce and invite everyone to apply. YNCU makes hiring decisions solely on qualifications, merit, and business needs at the time.

YNCU is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, gender, religion, sexual orientation, national origin, disability, pregnancy, or any other protected characteristic as outlined by national, provincial, or municipal laws. This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training.

Your Neighbourhood Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process. Please contact Human Resources at [email protected].