Member Relationship Manager

What You’ll Be Doing

The Member Relationship Manager 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, including mutual funds.  Through exceptional and caring service, the MRM 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 MRM plans their activities to ensure accomplishment of day-to-day and longer-term objectives and effective administration of branch operational and audit functions. The MRM (Licensed) also assists with supervisory responsibilities such as scheduling, workflow oversight, coaching and training of team members.

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, 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.

Manage a portfolio of members with mutual funds accounts, providing investment advice to help them achieve their short, medium, and long-term goals.

Work closely with Aviso Wealth Financial Planners including Wealth Your Way Financial Planners  to provide the highest level of quality service to members

Responsible for making qualified referrals to the Wealth Management Team by uncovering opportunities through member inquiries or conversations

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

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 Branch Manager ensuring they are informed of any important or reportable information regarding the operation of the branch

Provide coverage for the Branch Manager in their absence as required

Member Relationship Manager in planning and supervising branch team including workflow, assignment of duties, coaching, scheduling, and training of team members

MRM 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

What we are looking for

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

Keen interest in the economic environment and financial trends

Investment Funds in Canada (IFC) designation through the Canadian Securities Institute (CSI)  

Certified Financial Planner (CFP)/Personal Financial Planner (PFP) designation considered an asset

Understanding of compliance requirements

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

Reports to: Branch Manager

Job Type: Regular, Full Time

Work Location: Weber St. E, Kitchener, Ontario

The compensation offered to the successful applicant for this role will be determined by the candidate’s relevant skills and experience and internal equity. More information about our total rewards package will be available during the hiring process.