Supervisor, Member Service

• Supervisor, Member Service
• Internal applicants only

Provincial Credit Union is seeking a Supervisor, Member Service to oversee the Member Service Representatives (MSRs) in our O’Leary and Alberton branches.

This role is responsible for providing day-to-day leadership, coaching and support to the front-line team, ensuring members receive excellent service while maintaining strong operational controls and adherence to risk management procedures.

The role will help foster a positive team environment, support staff development and ensure branch workflows, cash management and daily operations are completed accurately and efficiently.

Key Responsibilities

• Provide day-to-day supervision, coaching and guidance to MSRs, ensuring staff have the training, resources and support needed to succeed.
• Conduct regular one-on-one coaching, provide ongoing performance feedback and complete annual performance reviews.
• Oversee branch treasury and cash management activities, ensuring established security, risk management and control procedures are followed.
• Ensure required daily, weekly and monthly reports, audit procedures and operational controls are completed accurately and on time.
• Communicate changes to policies and procedures and support staff in understanding and applying them.
• Lead by example in delivering professional, courteous and member-focused service, including assisting with member transactions as needed.
• Support members by identifying opportunities to recommend products and services that meet their financial needs.
• Promote PCU’s strategic priorities and contribute to a positive, collaborative team environment.
• Maintain current knowledge of relevant procedures, systems and requirements through ongoing training and development.

Qualifications and Experience

• High school diploma or equivalent.
• At least five years of experience in related financial services responsibilities.
• Knowledge of cash management and risk management procedures.

Skills and Abilities

• Leadership and Coaching: Ability to guide, develop and motivate staff while leading by example and promoting excellent member service.
• Organization and Attention to Detail: Strong organizational and multitasking skills, with the ability to manage competing priorities and complete work accurately and efficiently.
• Adaptability: Ability to respond positively to change, adjust to new circumstances and manage shifting priorities.
• Professionalism and Confidentiality: Demonstrates sound judgment, professionalism and discretion when handling confidential information.
• Communication: Strong verbal and written communication skills, with the ability to communicate expectations, provide feedback and support staff effectively.
• Technology: Intermediate proficiency in Microsoft Office applications and the ability to learn and adapt to new technologies.
• Additional Requirement

Regular travel between the O’Leary and Alberton branches is required to provide effective supervision and support to both teams.

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