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ABC Credit Union Recruitment Plan
Position:  Member Services Representative (MSR)

1)  Identification of Recruitment need:

-Identify role to be filled.
-Review job description and job posting from previous similar competitions.  Identify if any adjustment are needed. Identify preferred qualities for suitable candidates.
-Consider recruitment need and organizational goals and strategy, human resource plans.
-Review any organizational constraints/policies, consider ethics and quality/number of recruits.  Also consider current job market and industry trends.
-Ensure hiring strategy fits with organizational long term goals.

2)  Decide on strategies to fill vacancies:

-MSR role is entry level role with opportunity for career advancement.  Review HRIS systems to determine if there are any current employees with training and experience that would qualify for the role.  Is there possibility to shift employees between branches to add support, rather than hiring new (efficiencies).
-When proceeding with hiring, consider recent pools of applicants for similar roles, any recently interviewed candidates that may fit the need?  This may reduce time/cost in recruiting efforts for our organization.
-If HR department has multiple recruiters, who is best fit to be assigned to the competition?

3)  Seeking Qualified Applicants:

-Move to posting the role - consider best location for posting the position and associated cost.   In this case 1 new hire is being sought.
-Consider our budget for recruitment and hiring. Consider recruitment strategies that have worked in the past.
-Consider if there are any restrictions or agreements in place related to hiring.
-Who is our target applicant?  What skill level and education are required - this will dictate our strategy.  Do we want to attract new college or university grads? Sharing our job opening with related departments may aid in our search of educated applicants.  Professional Associations are also important to consider for qualified applicants.
-Will we consider posting the role on social media? Facebook, Twitter? Consider Linkedin? The posting should be shared on our own ABC Credit Union website/careers area and social media accounts.
-Do we have recent retirees from our organization that may have interest in the role?
-Do we want to post on job banks? Private employment agencies?

In this particular instance being an entry level MSR role, a professional recruiter firm would not be recommended given the higher cost of this type of recruitment. I would have the MSR job posting added to our ABC Credit Union website and social media channels, and that it is shared within both college/university and related association circles.  Recruiters should also post online to Indeed, and job banks/related sites where potential applicants will be focusing their search. I would consider what has been successful attracting candidates in the past for similar roles.  I would also ensure that ABC Credit Union participates in career fairs thru the year, to directly reach possible applicants.

4) Screening of potential Applicants:

-Consider phone interviews for outside applicants prior to arranging interviews. Initial phone interviews to be completed by recruiter only. In person/zoom interviews will be completed by recruiter and hiring manager/hiring supervisor. This approach saves time and provides ability to screen out applicants that may not be a good fit for the role.  This also gives recruiter opportunity to confirm related skills and experience, salary and compensation expectations.
-weighted applications can be completed which assesses a score for set criteria. Total score will help determine overall suitability for further interview or consideration.
-Will applicants be asked to complete any pre-interview screening

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If the problem continues, contact the site owner.

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Job Description - Member Service Representative (MSR)

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Job Description - Member Service Representative (MSR)

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Job Title:  Member Service Representative (MSR)

Job Analysis Date:  March 1, 2022
NOC Code:  1234
Reports to:  Managing Partner
Department:  Retail Banking

Job Summary:

Reporting to the Managing Partner, Retail Banking, the Member Service Representative (MSR) is a critical front line team member who provides friendly needs-based financial advice to members on a variety of ABC Credit Union products and services.  The MSR is a confident brand ambassador working within a dynamic branch team, representing ABC Credit Union's core values.

Duties and Responsibilities:

-greet and welcome members to the branch promptly, uncover needs to resolve challenges.
-process transactions related to deposits, withdrawals, transfers, bill/loan payments, investments, and referral to wide branch team related to lending and more complicated investment requests.
-operate and balance a cash drawer/cash handling.
-assist with online banking and telephone banking inquiries, reply to member email and phone inquiries.
-adhere to relevant procedures and policies of ABC Credit Union including confidentiality, risk and fraud prevention.

Working Conditions:

-Work within retail branch location. Saturday shifts may be required on a rotational basis.

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Member Service Representative (MSR) - Winnipeg

Job No:   1234

Department:  Member Services, Retail Banking Branch
Position:  Member Services Representative
Location:  Winnipeg Branches, various locations
Job Type:  Full Time, Permanent
Close Date:  June 15th, 2023

Description:  Member Services Representative (MSR)
Starting salary - $38,000.00 per year

Why work for ABC Credit Union?
We are a financial co-operative providing financial services and sound advice to over 500,000 members across Manitoba.  We are passionate about financial services and our members are the heart of all we do!  We offer a full range of retail branch locations including both deposit and lending, online and mobile access, wealth and investment advice, and commercial banking and financing too.

Our employees are critical to our success! We are a progressive employer that values and supports employee with industry leading compensation, including support to achieve your educational and career goals.  We have also been awarded "top employer within Manitoba" for the last 8 years!

Our organizational culture and values support community involvement, and our staff are encouraged to volunteer their time for the betterment of the communities we serve.  We like to work hard, and have fun too!

The Role:
Our MSR's are the first point of contact for our diverse members, within the branch setting.  The MSR is an ambassador for ABC Credit Union's brand, values, and products.  A high standard of service, professionalism, accuracy, and confidentiality is required. The role involves building relationships with our members to support advice based conversations, while providing financial services.
-processing transactions including deposits, withdrawals, investments, bill payments, loan payments.
-operating and balancing a cash drawer within limits.
-referrals for additional services to branch specialists as needed, related to lending or more complex investments.
-knowledge of and adherence to all relevant procedures and policies, including risk and fraud awareness.

Qualifications:
-Grade 12 diploma, or combination of relevant experience and training.
-Ability to provide amazing service to our members in a friendly and professional manner.
-Minimum 1 year of cash handling and customer service experience would be considered an asset.
-Strong communication skills both written and oral. Proficiency in English language, additional languages would be considered an asset.
-A high level of accuracy and attention to detail.
-Ability to work within a team environment, to support and encourage one another.

Our Values:
We are passionate about serving our members!

Empowerment - ABC Credit Union supports a culture of employee empowerment.  We provide you the resources and training and support you need to effectively serve our members with excellence!

Trust & Integrity - ABC Credit Union operates on a basis of trust.  When you're making ethical decisions in the best interest of our members, you are fully supported.

Accountability - ABC Credit Union takes pride in the ability to provide financial services to our members. We are accountable for our decisions, the operation of our credit union to our Board of directions and our members.

If this sounds like a great fit for you, please forward your resume and cover letter to hr@abccu.ca prior to the application deadline, referencing the job number.

ABC Credit Union values DIVERSITY and INCLUSION - our employees reflect the diverse members we serve!  We encourage applicants of all abilities to apply. We look forward to hearing from you!

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Interview via Zoom or in-person.  Typically these hires are external hires so interview questions are prepared assuming an external interview is being conducted.  Interview will be conducted by hiring manager/supervisor and recruiter.

Thank you for taking the time to join us today for this interview.  We will have several questions to ask as we move thru the interview, and I invite you to also ask questions as they come up! (rapport building).

Interviewer will pay attention to verbal and non verbal communication, notes will be taken to review following the interview.

1) Can you please share with us what you know about ABC credit union?

2)  Can you tell us about yourself?

3)  Why do you want to work with us here at ABC Credit Union?  What aspects of the role are you most excited about?

4)  What are your greatest strengths and how would they align with this role?

5)  What do you perceive to be your greatest challenges?  What have you done to overcome or improve upon these challenges?

6)  What do you love most about your current role?  What do you least enjoy about your current role?

7)  How does your current experience and education relate to the position?

8)  ABC Credit union supports and encourages continued and ongoing education for our employees.  Would you consider yourself a lifelong learner? Why?

9)  Members are the heart of all we do at ABC Credit Union.  Providing what we call A+ service is a "must" for our members.  Can you tell me about a time where you provided amazing service?

10)  How do you manage competing priorities or stressful circumstances? Please tell me about how you stay organized.

11)  Can you tell me about your technical skills, do you have a comfort in working with technology? EG - Microsoft suite, excel, banking system.

12)  Do you enjoy being part of a team?  Can you tell me about a time when a conflict occurred within a team you were part of?  How was the conflict resolved and what was the part you played in the resolution?

13)  Can you share with me your salary and compensation expectations?

14)  Why should we hire you for this role?

Thank you again for taking the time today for this interview, and for your interest in working with ABC Credit Union.  Do you have any questions that we can answer today?

Review possible start date, any upcoming vacation or absence requests that we should be aware of that may affect hiring.

We are conducting interviews this week, and we anticipate being able to have decisions finalized the following week.  We will reach out to all applicants at that time.  Thank you!

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Evaluation Ruberic, Scoring and Recommendation Notes.

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Evaluation Ruberic, Scoring and Recommendation Notes.

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Assignment 2   Job Interview Evaluation Ruberic

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Interview Ruberic and Notes
**See word document for Chart and Scores.

Date of interview  ________________________________

Candidate's first and last name ________________________

Position candidate is interviewing for __________________

Interviewer's name(s)  ________________________________

Interviewer's role or position  __________________________

Score 1-5
1= very limited suitability, skill not present
2=  some suitability, minimal skills in this area
3=  suitable, adequate skill level
4=  exceeds expectations, strong skill level
5=  exceptional, exceeds skill level

1)  Friendly greeting, smile, eye contact:  Score _______
Comments:____________________________________________________________________________________________________________________

2)  Dressed professionally for interview:  Score  ________
Comments:  ________________________________________________________________________________________________________________________________

3)  Punctual for interview:  Score  ________
Comments:  ________________________________________________________________________________________________________________________________

4) Knowledge of ABC Credit Union:  Score  _______
Comments:  ________________________________________________________________________________________________________________________________

5)  Focus on service:  Score  _______
Comments:  ________________________________________________________________________________________________________________________________

6)  Technical/computer skills and competency:  Score _____
Comments:  ________________________________________________________________________________________________________________________________

7)  Cash handling experience:  Score  _______
Comments:  ________________________________________________________________________________________________________________________________

8)  Related education and experience:  Score   _________
Comments:  ________________________________________________________________________________________________________________________________

9)  Continued learning focus:  Score  _________
Comments:  ________________________________________________________________________________________________________________________________

10)  Teamwork focus:   Score  ______
Comments:  ________________________________________________________________________________________________________________________________

11)  Communication - clear and concise, verbal and non-verbal cues:  Score  ______
Comments:  ________________________________________________________________________________________________________________________________

12)  Fit within organizational culture/values:  Score  _______
Comments:  ________________________________________________________________________________________________________________________________

13)  Conflict management:  Score  _________
Comments:  ________________________________________________________________________________________________________________________________

14)  Ability to manage competing priorities, organization:  Score  _______
Comments:  ________________________________________________________________________________________________________________________________

15)  Salary/compensation expectations align with role:  Score  ________
Comments:  ________________________________________________________________________________________________________________________________

Final interviewer comments and recommendation:

________________________________________________________________________________________________________________________________________________________________________________________________

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Interview Rubrics: Definition, Templates and Examples | Indeed.com

How To Create an Effective Recruiting Plan Template | Indeed.com Canada

Schwind, H. F., Uggerslev, K., Wagar, T. H., & Fassina, N. (2022). Canadian Human Resource Management: A Strategic Approach (13th ed.). Toronto, Ontario: McGraw-Hill Education.