Member Service Supervisor

Title: Member Service Supervisor

Location: Reston, MB

Position Close Date: until filled

Basic Function:

Under general direction, manages a variety of administrative and operational activities in the deposit and investment area within clearly defined polices and procedures. May organize and supervise the activities of the member service and banking floor in a branch environment or may direct a specific group in one area (i.e. member services front line reps). This position monitors all front line deposit activities and regularly reviews the performance of the MSRs to ensure that the application of checks and balances are in place including audit trails. The position monitors security requirements and manages cash and negotiable items. Business development responsibilities include the analysis and follow up on member client needs and the initiation of action to promote and deliver savings, service and investment products.

Responsibilities:

• Supervises the day-to-day activities of the member service staff, defines roles, duties, and responsibilities consistent with the credit union’s business objectives.
• Monitors all front-line deposit activities by both observation and through reports, ensure adherence to policies & procedures, legislative and regulatory requirements & recommend action to improve performance.
• Participate in campaigns and goals and encourage and coach direct reports to be engaged and working towards campaigns and goals, mission, vision and pillars.
• Identify opportunities to promote, upsell and cross sell the credit union deposit & investment products including current accounts, term deposits, registered plans, Wealth Management referrals, safety deposit boxes and member cards.
• May provide training and guidance to staff on the sale of deposit products including retirement and investment vehicles, mutual funds, equity programs, estate planning, referrals to Wealth Management on mutual funds and term deposit/transfers, and administer and oversee the reconciliation of transactions to the general ledger.
• Ensure the credit union’s culture and “quality member service” is being practiced.
• Through personal leadership & example, create a working environment that is conducive to individual staff development, team achievement, productivity, and professionalism.
• May be responsible for the recruitment, selection, training and performance management of the staff reporting to the position.
• Ensure that joint custody is maintained on cash, negotiable items, ATM, treasury and combinations and may oversee security requirements for morning opening procedures.
• Review and oversee the daily activities of the Member Service Representative (i.e. overrides, cash holdings, may act as custodian of Treasury).
• May prepare and analyze reports and information for Supervisor, participate in campaigns and special projects, attend committee meetings and make presentations as required.
• Complete and submit reports to Supervisor on monthly deposit activity, cash report, account statuses, security, item sheets and scheduling.
• Have understanding of policy and procedure, be a resource mentor coach to direct reports and others, schedule and plan day to day activity to ensure that internal controls are monitored and met.
• May be registered as a mutual fund salesperson, responsible for the sale of mutual fund products.
• Utilize Salesforce system to manage member interaction, update records.
• Assist members with online banking set up, providing security guidance and monitoring for potential fraud to ensure safe usage.
• Collaborate in branch and with other departments.
• Other duties as deemed necessary and directed by your immediate supervisor.

Experience:

• Three to five years experience as an MSR or an equivalent combination of education and experience.
  
• Thorough understanding of functions of positions accountable for; Legislation which impacts Deposit Products; Administration of Estates and Trusts; credit union integrated banking system; credit union products and services.
  
• Computer literacy, keyboarding; word processing and spreadsheet; team leadership; performance management; prevention skills; business writing skills; skill based trainer; supervisory; performance evaluation; delegating; problem solving; accounting; time management; verbal and interpersonal skills; service and selling.

Educational Requirements:

• Preference will be given to those with Post Secondary Education and candidates with a proven track record in credit union/financial institution environment.

• Minimum grade 12 education and 3 years cash experience or an equivalent combination.

Why Sunrise?

Sunrise is committed to fair and meaningful employment within a safe and respectful workplace. We support staff with progressive HR practices, training, and the tools they need to help our members today and tomorrow. Our employees are diverse, proud, and motivated — and we expect the same energy from those who lead.

Sunrise is proud to offer one of the most comprehensive benefit programs; individualized training and development programs and incentive pay plan.

We thank all applicants, but only those selected for an interview will be contacted.