WHEN APPLYING, REFERENCE JOB POSTING: YNCU 22-12
JOB SUMMARY:
The Assistant Manager, Member Services (AMMS) is responsible for building new and lasting relationships with Your Neighbourhood Credit Union (YNCU) members. As a trusted financial advisor, you will help members with their everyday banking, credit, and investment needs. Through exceptional and caring service, the AMMS delivers a member experience focused on sound advice that matters most to members through all financial stages of life, and reflects YNCU’s vision
As well, the AMMS plans their activities to ensure accomplishment of day to day and longer-term objectives and effective administration of branch operational and audit functions. The AMMS also assists with supervisory responsibilities such as scheduling, workflow oversight, coaching and training of team members.
DUTIES & RESPONSIBILITIES:
- Establish and further a caring and exceptional service level to build and enhance member relationships and respond in a timely, professional, and effective manner
- Facilitate growth and generate revenue through achievement of objectives by increasing member acquisition and member engagement through successful product penetration and deepening member relationships
- Proactively engage with members in all areas of the branch and in the community, uncovering banking needs, providing help and advice, as well as identifying sales and referral opportunities
- Focus on member education, leveraging technology to deliver a memorable member experience, drive results and retain business
- Build and maintain strong relationships with partners and Centers of Influence to make the most of business opportunities and referrals.
- Market all of YNCU’s products and services, including mutual funds (if licensed), within clearly defined policies and procedures
- Actively listen and engage members in conversation to further understand their unique needs
- Based on effective listening and sound financial literacy, promote and advise on the full range of lending and investment vehicles with emphasis on consumer loans, mortgages, lines of credit, mutual funds (if licensed), deposit and investment vehicles, and sundry services. This will be achieved by actively pursuing membership growth opportunities and following up on staff referrals, business generating initiatives, and member inquiries
- Create and utilize a member contact strategy to ensure timely follow up and delivery of YNCU products and services
- Proactively take ownership of resolving and preventing member service issues
- Develop new sources of business by participating in ongoing call/contact programs, involvement in approved networking organizations, and by acting as an Ambassador of YNCU within the local community building strong relationship with business partners
- Assist with the implementation of business promotion campaigns and assist with monitoring results of same
- Assist and contribute ideas to help branch team develop plans for achieving branch objectives
- Work closely with Credential Financial Strategies Insurance Advisor and Wealth Consultants and Advisors to provide the highest level of quality service
- Responsible for making qualified referrals to the Wealth Management Team by uncovering opportunities through member inquiries or conversations
- Plan daily/weekly/monthly/yearly activities to ensure accomplishment of day to day and longer-term objectives and ensure timelines are met
- Maintain close contact with Manager, Member Services ensuring they are informed of any important or reportable information regarding the operation of the branch
- Provide coverage for the Manager, Member Services in their absence as required
- Assistant Manager, Member Services in planning and supervising branch team including workflow, assignment of duties, coaching, scheduling, and training of team members
- Assistant Manager, Member Services with hiring, determining promotions, and performance management of branch team members
- Assist with the administration of YNCU’s credit policies ensuring all loans or credit applications are effectively evaluated, clearly documented, adequately secured and that required collection and control procedures are employed
- Coordinate branch operations and team member responsibilities within applicable policies and procedures to ensure compliance, effectively perform required branch audit functions and ensure security of premises and lock-up procedures are clearly understood and adhered to
- Complete performance reviews and share honest and clear feedback regarding strengths and areas for improvement with team members
- Identify, create and implement ways to streamline work processes to achieve time, resource and cost efficiencies including but not limited to the use of automation
- Abide by YNCU policies, procedures, standards, guidelines, and practice
- Work safely in accordance with YNCU's Health & Safety Policy, procedures and the Occupational Health and Safety Act as amended from time to time
- Other duties as assigned
QUALIFICATIONS:
- Post-secondary diploma and/or certification in business, finance or a related program, or equivalent business experience
- Minimum four (4) years’ experience in financial services predominantly in retail branch operations with supervisory experience preferred
- Mutual Funds sales and licensing considered an asset
- Keen interest in the economic environment and financial trends
- Must be computer literate, have an effective working knowledge of Microsoft Office (Outlook Excel, Word) and a willingness and ability to learn and utilize YNCU’s banking system, applications, platforms, and emerging technologies
- Must have a valid Ontario driver’s license and reliable available vehicle
- Must be bondable
COMPETENCIES/SKILLS:
- Able to exercise common sense, good judgment and ensure appropriate involvement of stakeholders/business partners
- Strong planning, organizational and time management skills
- Ability to build strong relationships with employees by acting as a role model, providing leadership, a positive work environment and regular coaching to direct reports to achieve organizational objectives
- Ability to motivate, inspire and energize others through their learning and the work they do
- Provide exceptional member and internal client service in every interaction and at every touchpoint
- Excellent verbal, written and listening communication skills
- Communicate in a manner that is professional, respectful, effective, and timely
- Exhibit positive, confident, supportive, and engaging interpersonal skills
- Ability to work well independently and collaboratively as a team member and actively contribute to team successes across YNCU
- Creative thinking to challenge the status quo and ask why
- Ability to demonstrate integrity and build trust with others and remain open to ideas
- Ability to effectively problem solve, resolve conflict, and have difficult conversations
- Keen business sense with the ability to find creative business-oriented solutions to problems and the needs of members
- Ability to embrace and manage change
- Be self-motivated, resourceful, and flexible
- Ability to maintain confidentiality of sensitive and proprietary information
Your Neighbourhood Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process. Please contact Human Resources at careers{at}yncu.com.
Job Types: Full-time, Permanent