Member Service Representative - Career HeadStart

Position Description

An important part of our retail branch team, the Member Service Representative (MSR) is the face of our brand on the frontline. With each and every interaction, the MSR delivers exceptional and personal service to our valued members (customers), going the extra mile for them, and giving more than what’s expected. Always helpful, the MSR is knowledgeable and efficient in the service they provide.

About Career HeadStart
We successfully launched our career development program in 2016. This 12-month paid internship offers valuable workplace experience, mentoring, and training and networking opportunities to recent post-secondary graduates so that they can successfully bridge the gap between school and career.

What You Will Learn

Through coaching, mentoring and on-the job training, you will learn the core features and benefits of the many products and services that are available to our personal and business banking members.  In addition, you will:

  • Learn the purpose and process of day-to-day banking transactions;
  • Be able to actively listen to members to identify appropriate products and services that will meet their financial needs;
  • Learn, understand and apply relevant branch, compliance and regulatory policies and procedures to safeguard our members’ deposits and investments and our credit union. 

What You Will Do

The MSR’s primary responsibilities include:

  • Providing efficient and professional service to our members during every interaction, including day-to-day banking transactions like deposits, withdrawals, bill payments and wire, foreign currency and/or other account requests;
  • Knowing our members, listening and connecting with them to identify opportunities for other products and services, and referring these to the appropriate branch team member;
  • Adhering to compliance and regulatory requirements as well as corporate and operational branch policies and procedures, including opening and end-of-day and ATM balancing;
  • Ensuring member concerns are addressed with the utmost care, referring to senior staff when appropriate;
  • Helping maintain the overall look and appearance of the branch at all times.

    Qualifications Required

    To be eligible to apply for this Career HeadStart position, you must satisfy the following criteria:

    • You graduated from a Canadian accredited university or college at least six but not more than 24 months ago from the Posting Date;
    • You are fluent in English;
    • You are eligible to work in Canada;
    • You are committed to learning and spending 12 months in this program.

    Possessing a positive, “can-do” attitude, the successful candidate is someone who pays great attention to detail in their daily work, and enjoys the opportunity to learn and to contribute to the member experience in a positive way. Respectful to members and to teammates, this individual also has these other qualifications:

    • Degree or diploma in business, economics, arts or entrepreneurship, or similar discipline;
    • Experience in a customer service and/or sales role with cash-handling responsibilities;
    • Exceptional communications skills, both written and oral;
    • Working knowledge of MS Excel and Word.

    Also, a working knowledge of spoken Italian or Portuguese is considered an asset.

      Working Conditions/Physical Effort

      • Professional, team-oriented environment in a branch setting. 
      • 35.5 hour work week (Tuesday and Wednesday, 9 am to 5 pm; Thursday and Friday, 9 am to 6 pm and Saturday, 9 am to 2 pm) with ability to work overtime, if required.
      • Physical demands include sitting and standing with considerable use of a computer and phone.
      • Flexibility and ability to provide coverage at any branch within Toronto, Woodbridge and Etobicoke.

      Business Area

      Retail Banking


      12 months from start date

      Start Date

      October/ November 2018


      Three opportunities at our Toronto locations

      Posting Date

      August 17, 2018

      Closing Date

      November 9, 2018

      How to Apply

      Please download and complete the application form and submit it with your current resumé and cover letter describing why you should be selected for this opportunity to Please indicate “Member Service Representative – Toronto" in the subject line of your e-mail.

      Applications may also be submitted via fax (416.784.9881), or mailed to:
      IC Savings
      Human Resources - Career HeadStart
      5300 Dundas Street West
      Toronto, ON M9B 1B2

      We are committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise Human Resources during the recruitment process.

      While we thank all applicants for their interest, only those selected for an interview will be contacted.


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