Company overview

Who are we looking for?

We are seeking knowledgeable and driven individual who is passionate about banking and providing customer service excellence to join our team as a Member Service Officer (MSO).

An important part of our retail branch team, the MSO is the face of our brand on the front line. With each and every interaction, the position delivers exceptional and personal service to our valued members, going the extra mile for them, and giving more than what’s expected. Always helpful, the MSO is knowledgeable and efficient in the service they provide.

The MSO supports the Branch Manager in achieving branch sales targets while providing superior customer service to the credit union members. The position also acts as officer in charge during assigned hours.

Main duties and responsibilities

- Establish and maintain successful relationships with members.
- Act as primary point of contact for opening and closing membership and investment accounts.
- Interview members to identify their financial and lending needs; collect, document and analyze information obtained and recommend relevant banking solutions; assess credit worthiness and make recommendation to Branch Manager regarding loan approval or decline.
- Promote, up-sell and cross-sell a full range of deposit, investment and lending products; process relevant documentation associated with sale of financial products.
- Meet assigned sale targets and sales activity goals geared towards the increase of membership and assigned portfolios of term deposits, loans, investment accounts and other services.
- Maintain a regular routine of pro-actively soliciting new business through referrals, telephone calls and other techniques to generate new business.




- Regularly review assigned monthly term maturities and consistently follow up with members to retain and obtain additional business.
- Actively participate in branch sales meetings, initiatives, campaigns and promotions.
- Maintain a working knowledge and understanding of all features and benefits of the products and services offered; keep up to date on product and procedural changes.
- Adhere to established rate policies and branch safety, operational, regulatory, legal and compliance procedures.
- Maintain a professional standard of conduct at all times while promoting a positive image of credit union.
- Act as senior branch officer during assigned hours within assigned limits; authorize MSR transactions and overrides; balance ATM; order and maintain cash supplies.
- Perform Member Service Representative (MSR) duties during MSR absences, as required (e.g., lunches, vacations, staff shortages, etc.).
- Assist Branch Manager with administrative activities and other duties as assigned.

Factors that will contribute to your success

- Minimum 3+ years of related banking experience preferably in the sales capacity.
- Completion of IFIC (Canadian Investment Funds Course) or CSC (Canadian Securities Course). Exceptions may be made; however required accreditation must be in place within after start date.
- Completion of post-secondary education or equivalent combination of education and experience.
- Robust sales, relationship building, marketing, interpersonal and customer service skills.




- Very good knowledge of banking products and services and their features and benefits; good understanding of lending practices.
- Strong organizational, time management, priority setting, problem solving and follow up skills.
- High level of enthusiasm, professionalism, motivation, initiative, accountability, ownership, teamwork and commitment to the achievement of sales goals.
- Ability to work well under pressure; remain calm and professional when dealing with conflict; effectively resolve client complaints and escalate to management when needed.
- Sound knowledge of banking regulatory and compliance procedures.
- Excellent English communication skills; knowledge of spoken Italian or Portuguese an asset; excellent phone etiquette.
- Proficiency in MS Office (Word, Excel, Outlook); working knowledge of DNA banking system considered an asset.

Working conditions / Physical effort

- Professional, team oriented, branch environment.
- Standard branch hours based on 37.5-hour work week: Monday to Wednesday from 9:00 am - 5:00 pm, Thursday to Friday from 9:00 am - 6:00 pm, with a requirement to work Saturdays from 9:00 am - 2:00 pm on a rotational or as scheduled basis.
- Flexibility to provide coverage at other branch locations across the GTA, when needed.
- The physical demands are representative of those that must be met by being able to successfully perform the essential functions of the job; these include, but are not limited to: sitting, walking, standing, considerable use of computer and phone, seldom moving of items up to 25 pounds in weight.

Compensation Range

Vacancy Type

While we aren’t actively recruiting for this position at this time, if you feel you have the qualification

📌 Member Service Officer (Toronto)
🏢 IC Savings
📍 Toronto