LOANS INTERVIEWER / MEMBER SERVICE REPRESENTATIVE, Mobile
"We exist to unite working people to build a just world"
As a member-owned financial cooperative and the largest fully unionized credit union in B.C., Community Savings Credit Union exists to serve our members and strengthen our communities - not to maximize profits. For over 80 years, we’ve made a meaningful impact by supporting working families, advocating for social justice, and creating positive local change. Our team is passionate about transforming our Social Purpose into action and contributing to a more just and equitable world. We are dedicated to ensuring that all candidates are treated fairly and without discrimination throughout the recruitment process. Community Savings Credit Union acknowledges the Indigenous Peoples on whose traditional territories we live and work. We are committed to building a diverse and inclusive workplace that reflects the communities we serve across British Columbia. We welcome applications from people of all backgrounds and encourage applicants from equity-deserving and underrepresented groups to self-identify voluntarily during the recruitment process, should they feel comfortable doing so.
The Role
This position is full-time, temporary (until approximately July 2027) working with our lower mainland branches. Under managerial direction, provides comprehensive branch lending services to members for personal loans, mortgages, lines of credit, construction mortgages, certificate of title, small business loans and specialized loans such as mobile homes; provides financial counseling to members in servicing debt; pursues deposits and loan growth; promotes the sale of credit union products and services; promotes Mutual Funds; reviews an unfunded loan commitment report; processes mortgage renewals, modifications, alterations, substitutions of security and payment suspensions; follows up with members requesting mortgage transfers; reviews delinquency reports and initiates collection activity; conducts annual line of credit reviews; conducts monthly cash and treasury audits and semi-annual security audit; reviews overdraft report daily; reviews and authorizes irregular cheques.
Processes financial and non-financial transactions using Banking System and teller cash recycler, and provides a variety of services to members; performs a variety of duties relating to the servicing of the ATM and the balancing and reconciliation of ATM transactions; conducts end of day balancing procedures and reconciles outages; reviews incoming and outgoing collections; reports large deposits and withdrawals; on a rotating and or relief basis, provides a central cash service to MSRs; balances utilities and remits to CUCBC; opens and verifies night deposits; processes post-dated diary file transactions; retrieves cards, stamps, cashables and safeguards cash, keys, cards and stamps; advises members of outstanding chargeback items; reviews a variety of daily, weekly and monthly computer generated reports; holds combinations; acts as a buddy for new MSRs; conducts regular weekly outgoing telephone calls; follows money laundering policy and procedures; maintains member confidentiality, receives and records temporary cheque orders; participates in branch campaigns; conducts cash counts in joint custody; replenishes supplies at member counters; maintains up to date knowledge of robbery and emergency procedures. may perform a variety of duties relating to the administration of estate accounts, open merchant Visacard accounts, reviews monthly report of written off service charges, receives member reports of lost or stolen Visacards and POS cards; calculate Law Foundation interest payments and perform a variety of clerical functions related to the maintenance of member accounts; review a variety of reports and initiate adjusting entries.
Loans Interviewer Role Functions Include
- Provides comprehensive branch lending services to members for standard and complex personal loans, mortgages, lines of credit, construction mortgages, certificate of title, small business lending and specialized loans such as mobile homes
- Provides individualized financial counselling to members, assesses personal and financial situations and reviews short and long term member needs; assists members to handle their debt load by recommending debt consolidation or by cross-selling particular credit union products and services.
- Pursues deposit and loan growth and capitalizes on business development opportunities by promoting and cross-selling the services of the Credit Union, promoting and participating in branch campaigns .
- Promotes and sells a variety of Ethical and Third Party Mutual Funds
- Performs a variety of duties relating to the promotion and sales of credit union products and services including responding to member enquiries and providing information on the full range of products, services and interest rates; analyzes needs and assists members to utilize the product or service which best meets those needs by outlining benefits and alternatives and advising on the best match; opens new accounts; cross sells and up sells all credit union products and solicits new members to join; sets up term deposits and RRSPs.
- Prepares renewal and modification documentation for expiring mortgages, updates personal net worth statements, calculates new payments based on changes to rates, amortizations and payment schedules and recommends approval; cross sells insurance products; collects and processes renewal fees.
- Follows up with members requesting mortgage transfers to other financial institutions, identifying reasons for transfer and pursuing alternatives to keep member business.
- Discusses and reviews member requests for alteration of loan terms and conditions, substitution of security and postponement of payments; arranges alternative payment schedules, prepares appropriate documentation and recommends approval or rejection; investigates replacement securities for lien history and viability, holds securities in safekeeping and prepares releases for securities currently held by the credit union; physically verifies security taken for loan.
- Reviews and actions delinquency reports, analyzes member history and current financial status and determines action needed to ensure collection; initiates personal contact with delinquent members, discusses alternatives and sets up payment schedules and deadlines; oversees the distribution of written payment due notices; refers continuing delinquencies to Office Manager and makes related recommendations; may initiate follow up action such as filing notices of claim through Small Claims Court and submitting applications for garnishees based on instructions received from the Office Manager; recommends writeoffs yearly, monitors status of written off loans through credit bureau checks and other tracing activities; prepares non-performing loans month end; handles all bankruptcies and proposals for bankruptcy by providing required documentation to trustee of bankruptcy and monitors on an ongoing basis.
- Conducts annual line of credit reviews by contacting members, updating personal worth statements and system information, cross selling line of credit insurance, reviewing historical operation of line of credit and recommending renewing or cancellation; identifies alternative credit arrangements based on line of credit use, such as a personal loan; cancels lines of credit where misuse of account has occurred.
- Conducts monthly cash and treasury audits, and semi-annual securities audit in joint custody.
- Reviews and actions overdraft report daily and recommends course of action to be taken with the branch Manager.
- Performs other incidental duties related to lending, as assigned.
- Performs other incidental duties related to Information Systems operation and administration, as assigned.
Member Service Representative Role Functions Include
- Processes financial and non-financial transactions using the computerized Relationship Banking System and automated cash dispenser, and provides a variety of services to members
- Performs a variety of duties relating to the servicing of the Automated Teller Machine and the balancing and reconciliation of ATM transactions
- Conducts end of day balancing procedures by listing and posting ACD totals, posting debits for cash drops, posting cash cage entries to general ledger, balancing to terminal screen and obtaining supervisor/management approval prior to writing off outages; lists and verifies outgoing cheques and balances to screen; identifies and reconciles outages, makes adjusting entries and verifies balanced total; bundles daily work; films outgoing entries; completes Central deposit and transmittal slips.
- Reviews incoming and outgoing collections and balance of accounts and processes incoming deposits and contacts members for instructions where deposit amounts are substantial.
- On a rotating and/or relief basis, provides a central cash service to member service representatives
- On a regular OR relief basis, balances travellers' cheques, American Express drafts and other utilities and remits to B.C. Central; balances foreign exchange general ledger from previous day's transactions; posts and verifies non-resident tax to general ledger and remits monthly payments to Revenue Canada.
- Opens, verifies, posts and records night deposit envelopes; may separate cash deposits and drop to cash MSR; rents night deposit bags and collects service charges.
- Processes postdated diary file transactions including postdated cheques and outstanding errors requiring correction or follow up.
- Retrieves cards, stamps, cashables and protectograph from vault daily; safeguards cash, keys, cards, stamps and all negotiable items by observing and applying all security procedures; returns items to vault for safekeeping and applies security policies to all member transactions.
- Reviews a variety of daily, weekly and monthly computer-generated reports such as forms update, mass total outage and overdraft reports to audit processing of account transactions and to identify necessary corrections, including reversal of service charges; consults with Supervisor/Office Manager prior to taking any action which may have a cost impact; audits setup of business files to ensure appropriate documentation has been obtained and system reflects correct coding; initiates correcting entries where indicated; confirms member account status on request from other financial institutions.
- Conducts regular weekly outgoing telephone calls including cross-selling opportunities, new account follow up, term maturities and diary messages
- Follows money laundering policy and procedures
- Maintains member confidentiality and adheres to fraud and dishonesty policy;
- Participates in the annual branch RSP telemarketing program by contacting members, discussing features and rates of RSP products, cross selling RSP loans and making loan appointments;
- Performs other duties related to the provision of member services, as assigned.
Qualifications
This position will require the following technical skills:
- Knowledge of lending policies, procedures, techniques and documentation requirements, including those of a more complex nature
- Knowledge of Credit Union operations, including administrative and other operational procedures, practices and requirements
- Knowledge of statutory guidelines and regulations governing lending
- Knowledge of all credit union lending and deposit products and services
- Knowledge of collection processes
- Knowledge of the offerings and rates of other financial institutions
- Knowledge of community businesses and contacts
- Knowledge of cross selling, upselling and marketing techniques
- Knowledge of banking procedures, and the features and use of the Relationship Banking System
- Knowledge of money laundering policies and procedures
- Ability to deal with members, the public and co-workers in a courteous, friendly, professional and efficient manner
- Ability to exercise judgement in taking a risk, and to make sound credit recommendations
- Ability to communicate effectively, both orally and in writing
- Ability to plan, schedule, organize and prioritize work assignments
- Ability to counsel members using diplomacy, objectivity and empathy
- Ability to work under pressure
Education & Experience
Grade 12 plus some post secondary education in business administration or the granting of consumer credit (such as those courses offered through Credit Union Central BC or CUIC); a minimum of 6-12 months experience as a Loans Clerk or CSCU internal training program, a minimum of 2 – 4 years experience as a retail lender and a minimum of 12 – 15 months experience as a member service representative with a financial institution.
OR - An equivalent combination of education and experience.
Compensation & Perks
At Community Savings Credit Union, we believe our team deserves to feel valued, supported, and rewarded both at work and beyond. That’s why we offer a competitive compensation package and industry-leading benefits, including:
Work–Life Balance
- A 35-hour work week
- Up to 12 paid health days per year (with 50% of unused days paid out annually)
- Up to 6 weeks of paid vacation per year
- Paid volunteer hours
Financial Wellness
- CSCU contributes a percentage of your salary to your RRSP - no matching or minimum required
- Staff mortgage and personal loan rates
- Up to $5,000 per year interest-free loan for home computer or fitness equipment
- Tuition reimbursement policy
- Exclusive discounts with Perkopolis
Health & Well-Being
- Comprehensive benefits package, including:
- $2,000 annual mental health coverage plus iCBT (internet-based CBT)
- Unlimited RMT massages & physiotherapy (yes, unlimited!)
- $500 annual health care spending allowance
- $200 vision coverage every 12 months
- 100% basic dental, 75% major dental, and 50% orthodontics (up to $2,000 lifetime) for employees and dependents
- Out-of-country travel insurance
- Carepath support for employees and families in times of illness or health crises
- Telemedicine access
- Family building, fertility drug coverage, and gender affirmation benefits
- “Wellbeats” on-demand fitness, nutrition, and mindfulness classes
Professional Growth
- Learning and development programs, including paid LinkedIn Learning membership
Peace of Mind
- 3x annual salary life insurance coverage
The salary for this unionized position is set in accordance with the applicable Collective Agreement and is not open to negotiation.
Currently, the salary range for this role begins at $58,745.00 and will progress to a maximum of $74,962.78 upon achieving full job proficiency.
