Branch Operations Manager Jobs in Calgary, AB (NOW HIRING)

Branch Location: 3454 - 17th Ave SE

GENERAL FUNCTION 

Financial Service Representatives support Money Mart customers by understanding their financial needs and connecting them with suitable products and services. In this role, Team Members interview customers for personal lending products, review application and financial information, recommend appropriate solutions, sell related financial products and services, complete transactions, maintain accurate records, and support payment arrangements for existing accounts. 

This role combines sales, customer service, personal lending, compliance, cash handling, and branch operations. Team Members must deliver excellent customer service while following company policies, regulatory requirements, and responsible lending practices. 

Retail Team Members generally perform their duties within a secured work area protected by bullet-resistant glass and a controlled-access mantrap. Once hired, all retail Team Members will complete an internal multi-week Ready to Work Alone (RTWA) certification before working independently. 

DUTIES/RESPONSIBILITIES 

• Provide friendly, professional, and accurate customer service by assessing customer needs, completing transactions, answering questions, and identifying opportunities to promote and cross-sell products and services. 

• Promote, recommend, and process loans, credit cards, cheque cashing, money transfers, money orders, bill payments, and other related products and services based on the customer's needs, financial circumstances, and applicable company policies and regulatory requirements. 

• Consistently identify cross-selling and referral opportunities during every customer interaction to increase product awareness, meet customer needs, and achieve individual and branch sales goals. 

• Clearly explain product and service features, benefits, fees, repayment terms, payment options, renewals, refinancing options, and other important information using approved marketing materials. 

• Collect, review, verify, and document required customer identification, financial, application, and supporting information to process products and services, ensuring all applications/transactions are complete, compliant, and accurately recorded. 

• Monitor and maintain complete and accurate customer information and records in all required systems. 

• Contact customers with past-due accounts to discuss and negotiate payment arrangements within authorized guidelines. 

• Follow all company policies and regulatory requirements, including Know Your Customer (KYC), Anti-Money Laundering and Anti-Terrorist Financing (AML/ATF), privacy, Recordable Transactions, fraud prevention, and all relevant procedures. 

• Accurately process cash, POS transactions, and financial service transactions.  

• Reconcile the cash drawer at the end of each shift, and follow all cash handling, safety, and security procedures. 

• Work with the branch team to maintain the branch appearance, cleanliness, and customer-ready environment.  

• Support branch opening and closing procedures, including completing all required paperwork accurately. 

• Complete all other job-related duties as directed by Management. 

• Maintain availability to work flexible shifts, including evenings and weekends. 

EDUCATION: 

• High School diploma or equivalent 

WORK EXPERIENCE 

• One or more years of experience as a Retail Sales Associate, Sales Representative or similar role. 

• One or more years of experience in customer service and cash handling. 

• Hands-on experience with POS transactions. 

• Track record of achieving sales goals preferred. 

SKILLS 

• Customer service-focused mindset with the ability to build rapport, deliver exceptional service, and create a positive customer experience. 

• Sales-focused approach with the ability to identify customer needs, recommend appropriate products and services, and achieve sales objectives through cross-selling opportunities. 

• Ability to perform effectively in a fast-paced environment, manage competing priorities, and perform well under pressure. 

• Strong problem-solving skills with the ability to identify customer needs, resolve concerns, and provide effective solutions in a professional and timely manner. 

• Proficiency in reading, writing, and speaking English with strong communication and interpersonal skills. 

• Basic knowledge and experience with Microsoft Office software (Excel, Word, and Outlook).