Member Services Officer

The Member Services Officer takes a leadership role with the Member Service Representatives within our branch networks.  True identifiers to distinguish a lead is to take additional responsibilities above and beyond the expectations of this job description including, but not limited to providing first role support to lending including mortgages, business accounts and credit, increasing Luminus’ book of business within our existing, new and business account portfolios and expanding Luminus’ deposits through sales and relationship management.  This role shares responsibility for cash roles and/or virtual service (includes online and telephone support). This role will be the first point of contact for all members both physically or via virtual channels.  They will utilize their strong customer sales and service skills to provide excellent member satisfaction and “wow” our member-owners. They will be knowledgeable within all internal and partner products and services and possess excellent sales and cross-selling ability.  This individual will be committed to courteous customer service at all times. The Member Services Officer will also be responsible for other branch functions as required.

• Act as an ambassador for Luminus both internally and externally to promote the Luminus brand
• Demonstrate a high level of professionalism at all times through attire, voice and actions
• Manage individual targets including but not limited to deposits, MOR, Investment shares and credit cards
• Cross sell and refer deposit and credit products accordingly
• Open online banking accounts while adhering to compliance guidelines
• Act as treasury officer or back-up
• Conduct electronic funds transfer transactions, such as: Wires and CAFTS
• Support the lending team through mortgage administration
• Adjudicate small loans and overdrafts
• Strict adherence to cash handling and security risk procedures
• Accurately manages cash function i.e. ensure opening procedures are adhered to daily with vault and cash responsibilities
• Ensure that all incoming calls or emails are handled on a timely and efficient basis while capitalizing on all opportunities to attain growth for the credit union. If necessary directs the call to the appropriate staff
• Handle member-owner in person/online/e-mail inquiries; identify and resolve problems, complaints and explain and initiate corrective action with member-owners; perform transactional duties as required for member-owner requests; provide information on products and services
• Supports and cross-trains the Member Services Representative role
• Knowledgeable of registered products like RRSP’s, RESP’s, RRIF’s, etc
• Outbound calls as necessary
• Other duties as assigned.

• University or College
• Demonstrated ability to work within a team environment
• Passion for customer/member service
• Attention to detail, accuracy
• Previous working experience with mortgage administration and Member Service, or Customer Service, roles

1. Building Relationships

• Provide exemplary service to members and partners at all times
• Always be the first point of contact
• Earn Trust
• Effective communication
• Know your member

2. Efficiency and Speed

• Accurately process all transactions
• Follow-up on all requests, complaints etc. in a timely manner and check for satisfaction
• Manage risk

3. Leadership

• Be available and willing to help out other areas as necessary
• Provide model behaviour that supports the Luminus culture
• Be transparent in supporting all partner brands