Member Services Supervisor 2 - Permanent, Full-time - Prince George, BC.
$52,104,000–$59,425,600 year
On-sitePrince George, British Columbia, Canada
Job Summary
Coach and mentor the Member Service Representative team to ensure policies are followed and established results are achieved. Organize daily work activities, schedule staff, and oversee training while addressing performance issues and conducting hiring processes. Meet sales and referral goals by handling member complaints, tracking service expectations, and troubleshooting branch equipment. Ensure transaction processing accuracy and compliance with regulatory requirements including KYM, AML, and privacy laws. Escalate fraudulent activities or unusual trends to the Retail Branch Manager and Risk Management Department. Provide technical assistance, maintain branch appearance, and offer frontline back-up as needed.
Required Qualifications
- 2-3 years in leadership roles, demonstrating strong organizational skills
- 1-3 years in financial services, with a solid understanding of banking products and regulations
- 3-5 years of customer service experience, showcasing excellent communication and interpersonal skills
- Advanced use of financial software and tools, including transaction processing and report generation
- Strong attention to detail and problem-solving abilities to handle account discrepancies and complex member inquiries
- Ability to cross-sell products effectively and services while meeting operational branch goals
- Comprehensive understanding of regulatory compliance requirements, including AML, KYM, and privacy regulations
- Strong knowledge of various financial products and services offered by credit unions, including loans and investment options
- Strong teamwork orientation, with the ability to lead colleagues to achieve branch objectives
- Demonstrated commitment to customer satisfaction and a proactive approach to addressing member needs
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