Member Service Representative

Company Description Be part of something different PenFinancial Credit Union is a member-owned financial institution dedicated to improving lives and strengthening communities across Niagara and Haldimand. Serving nearly 20,000 individual members and businesses, we offer full-service digital and in-branch banking backed by honest advice and local expertise. Guided by cooperative values — accountability, cooperation, respect, and trust — our people are at the heart of everything we do, and our values shape how we listen, collaborate, and serve our Members and communities. A Living Wage employer with a deep Truly Local Commitment, PenFinancial reinvests a portion of its profits to support programs and initiatives that make a meaningful difference. We’re proud to support our teams with competitive compensation, performance-based success sharing, a defined contribution pension plan, wellness supports, and opportunities for ongoing learning. As a values-driven alternative to traditional banks, PenFinancial is built to put people — not profits — first. Learn more at PenFinancial.com. Job Description The Member Service Representative provides excellent customer service that is accurate, timely, and efficient to our Members in all interactions, both at the front counter and/or by phone/email. MSR’s also uncover opportunities where we can better help Members, and potential Members, with our various banking solutions/services and refers them to appropriate branch partner to help our Members achieve their financial goals. The MSR will ensure they are aware of, and adhere to, operating procedures and policies to safeguard the assets of the organization and the Member. Differentiating Accountabilities (Duties may vary by branch location and size): Create a personal and exceptional Member experience (both at the front counter and/or by phone), by developing and deepening relationships, maintaining regular communication, answer inquiries, providing timely responses, value-added information and advice to Members while always striving to increase Member satisfaction through service provided. Act as primary treasury custodian. This includes and is not limited to; verification and balancing of treasury cash, all incoming cash parcels & outgoing cash parcels. Act as the custodian for Safety Deposit Boxes. Act as a joint custodian for other safekeeping items and all engraved documents and forms. Handle Member requests for deposits, withdrawals, transfers, identify and fulfill member’s financial service’s need and other basic transactions. Assist members with ATM, MasterCard and Debit Cards by accepting payments, applications, encoding of new cards, and inquiries. Promotes credit unions’ products and services when a need or opportunity specific to the member is identified by offering a full range of financial services, including registered and non-registered investments, and basic loan services. Make referrals to specialists and advisors as required. Responsible for balancing of daily cash as required and location of all cash differences, ensuring the immediate supervisor is advised immediately. Assist with ATM loading and balancing. Attend to the accurate and prompt preparation and audit of all assigned reports, status checking, investment renewals and internal accounting reports. Identify opportunities to promote and complete credit card applications with Members and complete regular care calls Open account types and demands, as required and proactively resolve Member concerns and refer to Manager when required. Improve efficiency and simplicity while supporting a culture of innovation, utilize all procedures as appropriate for organizational consistency in application and execution including being personally accountable to ensure that you have read, understood and have implemented your daily work resulting in a satisfactory rating on all branch audits while constantly producing innovative solutions to create efficiencies in your work. Foster truly local banking by identify opportunities to develop business within the community and attract new Members by establishing “centers of influence” outside the branch and participating in community and branch events as a brand ambassador. Perform other assigned responsibilities. Qualifications High School Diploma or equivalent (Post-Secondary School Preferred) Cash handling experience Experience assisting Members in a bank or credit union for a minimum of 2 years considered an asset Previous experience with sales is considered an asset Additional Information Target Salary: $42,356 Salary Range: $39,863 - $49,830 Salary will be determined based on skills, experience, education and other qualifications relevant to this position. This role is an exisiting vacancy Artificial Intelligence (AI) could be used in the application process To learn more visit https://www.penfinancial.com/careers While we welcome all applications, only those who are selected for an interview will be contacted. Accessibility accommodations will be made for job candidates upon request.

The Member Service Representative provides efficient and accurate banking services to members at the front counter and via digital channels. They are responsible for managing treasury assets, promoting financial products, and fostering community relationships to support member goals.

Candidates must have a high school diploma or equivalent, with post-secondary education preferred. At least two years of experience in cash handling and banking or credit union environments is highly desired.

• Competitive compensation • Performance-based success sharing • Defined contribution pension plan • Wellness supports • Ongoing learning opportunities

• Customer servicePreferred
• Problem solvingPreferred
• Cash handlingPreferred
• SalesPreferred
• CommunicationPreferred

Identified from the job description. Confirm important requirements above.

• Customer service
• Cash handling
• Financial services
• Relationship management
• Treasury management
• Sales
• Banking operations
• Communication
• Problem solving
• Account management
• Financial reporting
• Referral management
• Cash Handling
• Influencing Skills
• Influencing Without Authority
• Credit Card Applications
• Accountability
• Accounting
• Artificial Intelligence
• Automated Teller Machine
• Auditing
• Financial Institution
• Investments
• Customer Service
• Encodings
• Cooperation
• Financial Services
• Innovation
• Loans
• Balancing (Ledger/Billing)
• Customer Inquiries
• Honesty

• Customer Service & Support
• Finance & Accounting
• Retail
• Administrative
• Member Service Representative
• Financial Services Representative
• Technical and Medical Sales Professionals (excluding ICT)
• Securities, Commodities, and Financial Services Sales Agents

Minimum education

High school

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week