Retail Branch Administrator

The Retail Branch Administrator takes on a member centric role within our branch networks.  The expectation of this role includes providing member service and administrative support to the branch and lending team.  This would include and is not limited to processing: Registered products, loans, mortgages, business accounts and credit cards.  They will utilize their strong customer service skills to provide excellent member satisfaction while exhibiting attention to detail. They will be knowledgeable within all internal and partner products and services.  The Retail Branch Administrator will also be responsible for administering and backing-up the Member Services Representative branch functions.  This role will be the second point of contact for all members both physically or via virtual channels.

• 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
• Accurate and timely entry of data in to required technical systems
• Understand your role in risk management and ensure compliance to controls as required
• Support the lending and branch team by completing various administrative tasks and processes
• Conduct electronic funds transfer transactions, such as: Wires and CAFTS
• Open online banking accounts while adhering to compliance guidelines
• Knowledgeable of registered products like RRSP’s, RESP’s, RRIF’s, etc
• Utilize CRM and various technological platforms
• Manage individual targets / referrals including but not limited to deposits, MOR, Investment shares and credit cards
• Cross sell and refer deposit and credit products accordingly
• Act as treasury officer or back-up
• Perform the Member Services Representative role, as back-up
• 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 in 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
• Outbound calls as necessary
• Other duties as assigned
• Hybrid position, except when specifically needed in branch to support sales team

• 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 partners