Member Service Representative

Member Service Representative (MSR)

Reports To: Assistant Branch Manager 

At Northern Savings Credit Union, every employee is expected to live our vision, mission, and values while delivering exceptional member experiences.

About the Role

The Member Service Representative (MSR) is the first point of contact for members, delivering friendly, accurate, and efficient service. This role handles routine financial transactions, identifies member needs, promotes Credit Union products and services, and refers more complex needs to specialized teams.

Key Responsibilities

Member Service & Sales

• Greet and assist members, providing positive and professional service at every interaction.
• Identify member needs and promote appropriate products and services through referrals and cross-selling.
• Promote the benefits of Credit Union membership and participate in branch campaigns and promotions.
• Resolve routine member inquiries and escalate issues or complex requests when required.
• Maintain strong knowledge of Northern Savings products, services, and subsidiaries.
• Take ownership of learning to stay current on policies, procedures, and offerings.

Transaction Processing

• Accurately process cash and non-cash transactions including deposits, withdrawals, transfers, bill payments, drafts, money orders, foreign currency, and wires.
• Balance cash, recyclers, ATMs, vaults, and general ledger accounts in accordance with procedures.
• Support account opening and maintenance, term deposits, RRSP transactions, stop payments, and auto-transfers.
• Assist members with lost or stolen cards, cheque orders, statements, online access, and safety deposit boxes.

Operational & Administrative Support

• Perform branch opening and closing procedures.
• Support ATM and night deposit processing.
• Track sales activity and referrals as required.
• Assist with daily mail, supplies, marketing materials, and general branch administration.
• Support team members to ensure efficient branch operations.

Risk & Compliance

• Follow all privacy, security, AML, and regulatory requirements.
• Ensure accuracy, confidentiality, and compliance in all transactions.
• Operate within assigned authorities and escalation guidelines.

Qualifications

Education

• High school diploma required; post-secondary education an asset.
• Credit Union or financial services courses (e.g., CCUA) considered an asset.

Experience

• Previous sales and customer service experience an asset.
• Financial services experience an asset.

Skills & Competencies

• Strong customer service and communication skills.
• Accurate, detail-oriented, and organized.
• Ability to multitask in a fast-paced environment.
• Reliable, punctual, and accountable.
• Proficiency with Microsoft Office and banking systems.
• Adaptable, collaborative, and eager to learn.