Member Services Supervisor 2 - Permanent, Full-time - Prince George, BC.

Integris Credit Union•Prince George, BC

7d•CA$25 - CA$29•Onsite

About The Position

Integris, a division of Coastal Community Credit, is looking for a Member Service Supervisor 2 (MSS) on a permanent, full-time basis at our Riverpoint branch, in Prince George, B.C. As Member Service Supervisor 2 (MSS), you will provide direction and guidance to the Member Service Representative (MSR) team through mentorship and support, as well as possess advanced proficiency with banking systems and software. If you enjoy building strong teams through coaching, working independently, and contributing to a supportive team environment, this is a great opportunity to grow your career with us.

Requirements

2-3 years in leadership roles, demonstrating strong organizational skills.
1-3 years in financial services, with a solid understanding of banking products and regulations.
3-5 years of customer service experience, showcasing excellent communication and interpersonal skills.
Advanced use of financial software and tools, including transaction processing and report generation.
Strong attention to detail and problem-solving abilities to handle account discrepancies and complex member inquiries.
Ability to cross-sell products effectively and services while meeting operational branch goals.
Comprehensive understanding of regulatory compliance requirements, including AML, KYM, and privacy regulations.
Strong knowledge of various financial products and services offered by credit unions, including loans and investment options.
Strong teamwork orientation, with the ability to lead colleagues to achieve branch objectives.
Demonstrated commitment to customer satisfaction and a proactive approach to addressing member needs.

Responsibilities

Coaching, mentoring, and motivating MSR team to ensure established results are achieved and policies and procedures are followed.
Organizing, scheduling, and monitoring daily work activities of MSR staff to ensure expected results are achieved.
Identifying training requirements and providing/overseeing training as required.
Addressing staff performance issues, assisting with career development, and conducting MSR hiring process and making final decisions.
Meeting sales and referral goals.
Handling member issues and complaints in order to create win-win situations.
Mentoring MSR’s regarding member service to enhance the level of service provided to members.
Setting, tracking & monitoring service and sales goals and expectations to meet defined results.
Scheduling and organizing MSR workflow for efficient branch operations and in order to meet member service expectations.
Ensuring quality, accuracy and compliance requirements are met in daily MSR transaction processing.
Trouble shooting efficient operation of branch equipment (i.e., ORS, chequescribe, printers, ATM, alarms, RBU, fax machine, photocopier, cash recyclers).
Providing basic input to annual branch business plans and budgets.
Adhering to position authorities and Integris policies; filing and record keeping as per Integris operational policy and procedures.
Complying with regulatory requirements as part of the service process, including Know Your Member (KYM), Anti-Money Laundering/Anti-Terrorist Financing, Privacy and Occupational Health & Safety, Foreign Account Tax Compliance Act, and Common Reporting Standards requirements.
Immediately reporting/escalating fraudulent activities, unusual occurrences, issues, deficiencies or trends direct to the supervisor and/or Retail Branch Manager, and Risk Management Department.
Assisting MSR staff by providing technical assistance, guidance, and peer support.
Assisting in the maintenance and appearance of the branch and branch surroundings.
May provide MSR back-up on the frontline (i.e., assist with member line-ups).
Other Duties as Assigned.