Employment Opportunity
Team Lead, Service Excellence
Fort St John, BC
Closing Date: July 3, 2013
Summary
The primary purpose of this position is to assist North Peace Savings & Credit Union in living out our Service
Mission, “To build rewarding relationships through a superior service experience.” One of the primary
means to achieve this end is to develop a highly effective team of employees and develop each employee to
their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is
delivered to both internal and external members. A key component of this service is to identify the financial
needs of the member and recommend an appropriate credit union solution. In addition, under broad
managerial direction, reporting to the Branch Manager, supervises and motivates department staff by
organizing, and monitoring activities to promote the efficient servicing of member needs. Interviews
prospective employees, conducts performance appraisals, recommends and initiates disciplinary action as
required. In conjunction with Employee Development Officer, establishes and delivers training and
development programs. Provides technical advice and guidance and resolves complex problems and
member complaints referred by staff. Monitors and maintains adequate branch cash supplies. Ensures staff
adherence to security procedures. Within established limits, provides overrides and maintains department
signing authority; reviews daily reports to monitor audit trails and may relieve for member service staff as
required.
Key Responsibilities
Leadership
1. Ensure team delivers service to both internal and external members that is in alignment with the credit
union’s Service Promises.
 I promise to be respectful in every interaction.
 I promise to do it right the first time.
 I promise to deliver more than expected.
 I promise to keep it simple and easy.
 I promise to provide innovative solutions.
 I promise to create a positive and memorable experience.
 I promise to significantly improve your financial life.
2. Demonstrate enthusiastic support of corporate mission, core values and long-term objectives.
3. Directly supervises and motivates Service Specialists and supports service excellence by:
a. Coordinating the scheduling of all member service activities, including vacation and other leaves, to ensure
sufficient resources are available to provide members with maximum service levels and work flows
smoothly.
Employment Opportunity
b. Interviewing prospective employees and making selections in conjunction with other senior staff.
c. Ensuring Service Specialists are trained in accordance with established training practices and procedures;
updates staff when new or revised procedures are implemented. Identifies on-going learning needs and
implements training and development programs to maintain skill levels and enhance staff growth.
d. Scheduling branch training activities.
e. Ensuring the on-going performance management of Service Specialists. Assisting in establishing
performance standards, conducting timely performance reviews of direct reporting staff, identifying
training and development needs, making recommendations to senior staff concerning appropriate
action to take; if necessary, follows through with disciplinary procedures as directed.
f. Resolving complex problems and member complaints referred by staff to ensure the needs of members
and the credit union are met.
g. Within established limits, provides overrides, initials cheques for encashment and assists with daily
balancing and locating cash outages as required.
h. Assigning, directing, coordinating and reviewing work performed by staff.
i. Is an ‘A’ signing authority for the Credit Union.
4. Coaches and mentors to develop each direct report to their highest potential.
a. Provides coaching in ways to promote all credit union products and services and provide superior
member service.
b. Supports engagement, growth and employee retention through recognition of direct reports and other
employees who perform at a high level.
c. Provides technical advice and guidance direction in all areas of member service functions, balancing,
security procedures and product information.
d. Identifies their areas for improvement and appropriately coaches, trains or corrects the employees’
performance.
e. Holds direct reports accountable for their performance, attitude and behavior.
f. Meets with each direct report monthly to review previous month’s performance, set goals for upcoming
month’s performance and develop plans to improve the employee’s performance. This includes coaching
Service Specialists in cross-selling techniques to ensure they are achieving their referral goals.
g. Organizes and leads regular meetings to inform and motivate staff as required.
Sales and Service
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Recognizes the Credit Union strategic goals and visions, makes recommendations for product and
service enhancements. Makes suggestions to improve efficiencies, member service and department
morale.
Supports the implementation of new products and services and campaigns as introduced by the
marketing department. Updates staff on current programs and ensures that appropriate program
materials are available.
Refers members to other branch specialists ensuring the member is aware of the products/services
available from the credit union outside of area of responsibility and branch relationships are maintained
for all other personal and business financial needs.
Employment Opportunity
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Ensures that the branch meets or exceeds all sales and service goals as established by the credit union.
Performs Service Representative duties during peak times and relief.
Branch Cash Management and Administration
 Oversees cash custody and safeguarding procedures, terminal operation and authorities. Orders and
maintains cash supplies for the branch ensuring staff have sufficient cash supplies to complete their duties.
Advises the Branch Manager of possible security breaches.
 Within established limits, maintains signing authority for the branch and approves irregular cash
requirements.
 Performs job duties within our bylaws, regulations policies, established internal and external service
standards and our work procedures.
 Balances and reconciles general ledger accounts as required.
 Performs a variety of administrative activities including maintenance of dormant accounts, cash counts and
production of month-end reports.
 Assists with the implementation of the established marketing plan at the branch level by updating staff on
current programs and ensuring that appropriate program materials are available.
 Assumes branch responsibility in the absence of branch management.
 Schedules, delegates, organizes and prioritizes work assignments for Service Specialist II’s including but
not limited to:
- Balancing ATM’s
- Balancing PTM’s (if required)
- Servicing balancing and processing daily night deposit
- Maintaining joint custody of treasury cash, combinations and negotiable items
- Providing technical direction in all areas of member service functions; balancing and security
procedures and product information
- Providing overrides within designated limit
- Assisting with monthly cash counts
- Reconciling and balancing travelers cheques, ordering inventory as needed.
- Balancing Official Cheques, ordering inventory as needed (monthly)
- Balance Petty Cash (monthly if applicable)
- Orders and maintains inventory supply of membercards (monthly)
Other
 Assists branch management with the coordination of community event initiatives.
 May assist branch management by acting as a contact for outside agencies such as security companies,
fire departments and police.
 Ensures a high standard of service and performance by actively participating in training programs,
educational seminars and other duties as may be assigned.
 Ensures routine audits and controls are in place for all Member Service Representative activities by regularly
monitoring specific areas of branch operation, identifying problem areas and initiating action to rectify the
situation.
Employment Opportunity
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Maintains their individual credit relations in a positive fashion.
Assumes branch responsibility in the absence of branch management.
Required Knowledge Skills & Abilities
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Thorough knowledge and understanding of credit union products and services;
Thorough knowledge of banking systems and personal computer applications;
Demonstrated ability in successfully applying cross-selling and referral techniques
Knowledge of accounting policies, procedures and account reconciliation;
Thorough knowledge of branch treasury functions, security and safeguarding procedures;
Thorough knowledge of the rules regulating cashing negotiable items;
Demonstrated ability to supervise, coach, and motivate teamwork and enthusiasm;
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Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
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Demonstrated ability to provide quality member service;
Strong oral and written communication skills;
Ability to plan, schedule, delegate, organize and prioritize work assignments.
Education & Experience
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High School Diploma
Minimum 1 year post secondary education.
4-6 years’ industry experience, or an equivalent combination of education and experience.
Leadership and supervisory training and experience mandatory.
Coaching training.
Continuous development programs as identified by Manager and discussed in employee development
plan.
Core Competencies
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People Focus
Communication
Energy & Stress
Team Work
Quality Orientation
Problem Solving
Accountability and Dependability
Ethics and Integrity
Sense of Humour
Employment Opportunity
Olivia Young, Human Resources Specialist
North Peace Savings and Credit Union
10344-100th St
Fort St. John, BC, V1J 3Z1
Fax: 250-787-9191 or E-mail: [email protected]
For a complete role description, visit: www.npscu.ca
North Peace Savings thanks all applicants for their interest; however, only those selected for an
interview will be contacted.
This job description duties maybe added, removed or changed from time to time.