Member Experience Coordinator

Valley Credit Union is a full-service financial institution with 7 branch locations, 65 employees, and over $250M in assets. Located in the beautiful Annapolis Valley, Valley Credit Union is seeking an a Member Experience Coordinator to join our team.

  • Are you a natural leader?
  • Do you enjoy interacting with people?
  • Would you like to make an impact with meaningful work?
  • Do you see people first, not a number?
  • Have you proven your ability to provide a supportive team environment?
  • Will you go the extra mile?

If this describes you, keep reading…

Valley Credit Union is seeking an experienced leader to join our team as a Member Experience Coordinator who will hold overall responsibility for the Hantsport and Canning branches.  The Member Experience Coordinator is responsible for supervising, coordinating, and scheduling activities of employees engaged in teller financial services, ensuring that work is performed in accordance with established policies and procedures. The incumbent ensures current and potential members receive efficient and professional service and supports staff in achieving branch goals. The incumbent is also responsible for the selling of the various deposit products available through the credit union including GICs, RSPs, RRIFs, etc.

Key responsibilities:

  • Coach, lead, and provide support to staff.
  • Ensuring progression on staff’s personal development; fostering engaged employees.
  • Coach employees to ensure all employees achieve annual sales/growth targets.
  • Ensures all teller transactions (cash, cheques, other forms of funds) and ATM machines are balanced, reconciled, encoded, and appropriate clearing deposits made to Central 1. Assists with complex transactions and client issues. Examines Daily Transactions reports for accuracy.
  • Supervises and coordinates the activities of the Member Experience Representatives in the delivery of optimal counter services. Responsibilities include participating in interviews; training employees; setting performance objectives; planning, assigning, and directing work; providing on-going coaching to reinforce positive behaviours and address performance issues as they arise; conducting performance reviews; addressing complaints and resolving problems. Recommends various personnel actions including but not limited to, hiring, rewarding, promoting, reassignments, discipline or discharge.
  • Develops schedules and ensures a complement of Member Experience Representatives is always available to provide an optimal level of teller service to customer-owners.
  • Ensures all teller transactions (cash, cheques, other forms of funds) and ATM machines are balanced, reconciled, encoded, and appropriate clearing deposits made to Central 1. Assists with complex transactions and client issues. Examines Daily Transactions reports for accuracy.
  • Responsible for Day to Day personal / commercial account openings and investments (TFSA, HISA, RRSP, etc.).
  • Implements and monitors management controls including cash controls, fraud and forgery prevention and all related operational objectives. Performs risk management practices to include management of teller difference losses and teller errors.  Assists Member Experience Representatives in locating and reconciling posting errors on customer-owner accounts and verifies accuracy of transactions.
  • Resolves complex problems and customer complaints referred by subordinates or escalates to the Branch Experience Leader for resolution.
  • Determines cash needs of the branch and controls vault cash. Orders, receives, maintains, secures, distributes, and balances vault cash. Removes cash to vault treasury to reduce drawer limits when appropriate. Responsible for custody, balancing and security of treasury, maintenance of assigned cash limits and daily balancing of transactions.  Ensures joint custody is maintained on cash, negotiable items, ATM, treasury, and combinations. Monitors and reviews credit union’s security procedures and control access to vault.
  • Sells various deposit services including term deposits, RSPs, RESPs, RRIFs, LIFs, etc. as appropriate or refers to Financial Planning Representatives (e.g.  Q-Trade Representatives) where appropriate. Completes all associated documentation and ensures timely and accurate filing of reports as required.
  • Ensures Suspicious Transactions and Large Cash Transactions Reports are submitted to Head Office. Monitors debit card fraud and cheque fraud based on reports from Fintrac. (May be assigned to Administrator, Loans or other)
  • Assists and backs-up Member Experience Representatives during peak work periods.
  • Contributes towards Valley Credit Union Strategic planning by participating in and providing input to branch staff meetings. Also, by supporting initiatives proactively and positively. Also ensures weekly meetings are held
  • Ensures that Member Experience Reps achieve sales goals.
  • Adhere strictly to Anti-Money Laundering and Terrorism Financing (AMLTF) compliance
  • Responsible for opening or personal counts and offering additional products or services, if applicable
  • Completes wires and electronic file transfers (EFT)
  • Responds to various member requests
  • Completes call outs for the ATM
  • Completes end of month reconciliation reports
  • Completes various monthly reports and submits to Head Office
  • Determines line, including foreign currency
  • Completes other duties and projects as assigned.

Successful Candidate will possess the following qualifications:

  • Demonstrated ability to provide effective coaching and leadership
  • 1-2 Years Business Administration course plus 3-5 years related people leadership experience and/or training; or equivalent combination of education and experience.
  • Exceptional communication skills
  • Work planning and management skills
  • Proven leadership experience with a customer service mindset

To learn more about Valley Credit Union, click here.

If you are interested in joining a team that believes in going the extra mile, please submit your cover letter and resume outlining your qualifications to Nicole Trentelman at quoting job number MEC-001-2020

Although we appreciate all applications, only those selected for an interview will be contacted. Please note that all offers of employment are conditional upon the acceptance of an Individual Fidelity Bond Application which includes a criminal check and a credit check.

Closing Date: November 19th, 2021