Careers at MCU

Position: Part Time – Solution Centre Representative, Back UP MSR, Level 2

Location: Oakville Branch

Overview:All inquiries coming into the Credit Union will be answered and handled by the Solution Center. The Solution Center Representative will have full knowledge of all Credit Union products and services and is responsible to provide a full range of services to members including responding to members’ inquiries, analyzing needs and assisting members to utilize the product or service which best meets those needs; cross sell Credit Union products, process member requests, resolve account and lending problems. The Solution Center Representative will assess the needs of the member for new deposit, investment and lending products; conduct loan interviews, assess the application, complete any paperwork required for all products and services including new memberships. This position is responsible for dealing with members as if they were in-branch and follows through each contact to a satisfactory result. There is a large component of sales in this position including
outbound calling for renewals and business retention and promotional and campaign awareness.

This position requires flexibility to work any extended hours of the Solution Center and to occasionally cover as frontline MSR. As a frontline MSR, the employee will provide a full range of services to members including taking deposits in the form of cash and cheques, term deposits, registered accounts, withdrawal transactions in the form of cash, cheques, loan payments or delinquent loan payments, withdrawal or redemption of a term deposit, registered accounts, money orders, foreign currency, payroll deduction change or net payroll. To provide prompt and courteous service and to resolve statement issues as they pertain to any deposit taking transactions or withdrawal transactions in a timely manner regardless of in person, on the telephone or by email.

Solution Centre Major Duties and Responsibilities:

• Answer all contacts, respond knowledgably to all inquiries, re-direct calls only if necessary.
• Operate a PBX style phone efficiently and effectively.
• Will have access to all branch staff calendars to enable efficient appointment bookings at time of initial contact.
• Process any non-cash transactional business as required, including but not limited to transfers between accounts, term renewals, changing auto transfers, bill payment requests, cheque orders, address changes, etc. while maintaining privacy and security requirements.
• Assess and complete lending requests, including but not limited to, extra payments, answer any inquiries and solve any problems with current lending products, cross and up sell products when appropriate.
• Responsible to effectively interview members to promote, up sell and cross sell lending and Credit Union investment products as well as any other services offered.
• Responsible for completing credit interviews, assessing applications and pre-approving/approval subject to personal limits.
• Responsible for problem resolutions on member accounts.
• Follow through each member contact/concern from the time of initial contact until resolution and member satisfaction. These will be tracked electronically to ensure member satisfaction.
• Responsible to work with the transition of members from RRSP’s to RRIF’s, including calling members, selling registered products, proper documentation preparation and setting up appointments to sign documentation in branch.
• Will help with death claim processing in regards to lending products.
• Understand and be able to troubleshoot concerns with MemberDirect, VRU and any other online or interactive service MCU may provide.
• Understand and be knowledgeable in procedures and policies in New Memberships including but not limited to packages and service fees, and account openings.
• Out-bound calling for term and mortgage renewals to help increase awareness of Credit Union
  products and retain business.
• Out-bound calling as required to retain current business and promote MCU products and services and any/all future campaigns or initiatives.
• Process Transfer Out requests for out-bound calling in an effort to retain the business.
• Understand 3rd party reports such as switch reports and DNA reports to use as reference when solving member issues.
• Be aware of, understand and contribute to the targets as defined in the annual business plan and to meet individual targets and goals. Responsible for tracking monthly sales reports of new business.
• Responsible for accurate preparation of all reports and documentation.
• Responsible to read internal and external material weekly and monthly to update knowledge in all products and services.
• Responsible to report any risk to MCU.
• Responsible to attend staff meetings when in attendance at work.
• All other duties and projects as assigned.

Frontline MSR Major Duties and Responsibilities:

• Provide courteous cash management service to members and strive to improve member service
  satisfaction through innovation and positive solutions.
• Promote and refer MCU products and services to our Members and refer new business to the loan and investments MSR’s and FSR’s. At times, these referrals may be tracked by each individual and submitted to the Member Service Coordinator.
• Assist members in answering questions and resolving issues with regards to chequing accounts, savings accounts, uncomplicated loan payment issues, member cards, credit cards, payroll change or payroll deposit transactions.
• Identify and fulfill members’ financial needs in the following areas: cash and certify cheques, order cheques, buy and sell foreign currency, wires, safety deposit boxes, money orders and travel insurance, sell new deposit transactions, accept and process applications for CU member cards, and other sundry transactions.
• Follow policies and procedures set out for the teller and cash management function, including
  maintaining adequate cash to meet daily requirements while staying within approved limits, prompt and accurate daily balancing of cash at the end of each shift.
• Attend and participate in staff meetings if scheduled, read and become knowledgeable of all external and internal literature weekly and monthly, including memos, procedures, products and service bulletins.
• Other responsibilities will include preparing accurate bank deposits, proper filing and posting of postdated file, timely opening and processing of the night deposit box and ATM, sorting and filing necessary documentation in the branch.
• Report risk as identified from the front line. Needs to be aware of the targets defined in the annual business budget for lending and investments, and the individual role in achieving these targets.
• Other duties and administrative projects may be assigned.

Standards:

• Highly knowledgeable in all MCU products and services – 80% proficiency by end of probationary period proven through training and testing. Proficiency will be tested throughout tenure in position.
• Thorough knowledge and proficiency in application of policies and legalities regarding lending and deposit services, cash management, Credit Union philosophies and principles, understand regulatory legislation including but not limited to PIPEDA, AML, etc.
• Solid working knowledge of Credit Union computer systems, including current banking system.
• Must be proficient and actively and correctly using the ticketing system with all member calls by the end of the probationary period.
• Proficient in cash and treasury reconciliation with minimal errors.
• Excellent cross-selling skills.

Skills:

• Strong in verbal communication skills, including sales and service, interviewing, decision making, problem resolution
• Critical thinking skills, able to make quick and accurate conclusions and decisions, multi-tasking
• Time management, organization, neatness, policy interpretation, verbal and written presentation
• Good knowledge of Word and Excel and Outlook
• Ability to make appropriate decisions required for moderate credit granting
• Previous cash handling experience would be considered an asset.

Please note that there may be aptitude and job related testing as part of the interview process. Only those with the highest scores will be considered for the positions.