JOB DESCRIPTION

Job Title: Internal Member Support Representative
Dept./ Division: Branch, Retail Services
Reporting to: Manager, Internal Member Support

GENERAL ACCOUNTABILITY

Process all work related to the FirstOntario Credit Union's suite of deposit products with a high level of efficiency to provide superior service to the Sales network.

Primary Duties and Responsibilities
Service:

• Assist Sales network in solving problems by helping with routine, deposit related matters requiring a basic level of knowledge in most areas, specialize in some.
• Assist with identification of skill gaps in the Sales network.
• Work with the IMS team to ensure maximum efficiency in support of service delivery.
• Process deposit work with accuracy and efficiency.
• Conduct file audits to ensure documentation is complete and correct and to identify potential risk.
• Adhere to audit and control policies and procedures.
• Correspond in a professional manner.
• Ensure FirstOntario Credit Union policies are adhered to.
• Perform all other work related duties, as assigned.

Operations

Primary Task Group:

Basic Tasks Include:

• Assist/replace the full time clerks as required.
• Monitor Central1 Fraud Alert System, taking appropriate action in cancelling compromised cards as required.
• Review daily Skimming Reports, identifying at risk accounts and taking appropriate action, advising/consulting with manager as required
• Monthly Statement processing (exception file)
• Research, calculate Insured Savings Claims
• Incoming Clearing Collections
• Monthly GL Reconciliations
• Research, locate records, receipts, documents as requested by branches
• Record controlretention.
• Assists/relieves on other positions or with duties in the department as required.
• Misc. sundry duties.

Organizational Competencies

SalesService Orientation
Committed to serving and satisfying the needs of the external and internal members/clients through the delivery of superior value while building, strengthening and maintaining long-term relationships.

Continuous Learning
Demonstrates the desire to continually grow, learn and develop skills and knowledge through external and internal education, training and cross-training opportunities to maximize personal contribution to the organizational goals and ongoing career development.

Organizational Effectiveness
Ability to understand the organization's strategic direction, how decisions impact the business, and how to strive to improve organizational performance.

Ethical Behaviour
Ability to demonstrate integrity, credibility, confidentiality and responsibility in all member/client interactions.

Communication
Demonstrates the ability to receive and understand information, and respond verbally or in writing when interacting with others

Functional Excellence
Demonstrates the knowledge and technical expertise of products and processes and their use in delivering quality member/client services

Job Specifications and Technical Requirements

• Grade 12 or equivalent.
• 4 years office, credit union and/ or bank experience.
• Proficient keyboard skills.
• Working knowledge of relevant Central1 systems required to perform the functions of the job.
• Basic knowledge of clearing/ CPA rules.
• Familiar with Fintrac Money Laundering regulations.
• Must have above average communication and interpersonal skills.
• Must be able to work well with minimum supervision.
• Must be capable of working as a team player, willing to assist other staff as required.
• Must be flexible and prepared to work hours established to meet Member service demands.
• Must be willing to learn and apply coaching.

Job Requirements

• Must have above average communication and interpersonal skills
• Must be able to work well with minimum supervision.
• Must be capable of working as a team player, willing to assist other staff as required.
• Must be capable of learning all the processes in the department in order to provide relief for vacations and emergency situations
• Must be flexible and prepared to work hours established to meet member service demands.
• Must be willing to learn and apply coaching.

Job Specifications

• Grade 12 or equivalent
• 4 years office, credit union and/or bank experience.
• Proficient keyboarding skills.
• On-line exposure.

Contacts

Establish contacts with:

• Peers, other team members and the Manager, Liabilities.
• Retail network team members.
• External suppliers, such as Central1, Brinks, etc.

Physical Demands/Working Conditions

• Normal, well ventilated office environment