Advisory Agent, Member and Client Experience

Desjardins; Canada; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary and annual bonus

4 weeks of flexible vacation starting

Defined benefit pension plan

Group insurance including telemedicine

Reimbursement of health and telework

Job summary

Desjardins in Canada is seeking a Member and Client Experience Advisory Agent. You will help members and clients by guiding them through available financial products and services, ensuring a welcoming and informed experience, and promoting digital solutions.

The role focuses on personalized service while maintaining strong compliance and security practices. You will identify opportunities, support transactions, and refer complex needs to colleagues as needed, acting as a proactive ambassador for

Qualifications

• High school diploma or equivalent required.
• Minimum of three years of relevant experience (other combinations may be considered).
• Knowledge of French is required.
• Knowledge of Desjardins products and services and distribution networks is preferred.
• Understanding of security measures, legal framework and internal controls.

Responsibilities

• Support members and clients by informing them about existing applications and tools to enable self-service transactions.
• Contribute to business development and maintain relationships through service delivery.
• Assist members and clients who have encountered fraud or irregularities.
• Monitor and process transactions required to settle cases.
• Stay updated on the latest standards, products and services in the field.
• Uphold compliance, security and risk management standards.

Skills

Action oriented

Communicates effectively

Customer Focus

Differences

Nimble learning

Situational adaptability

Tech savvy

Equity, Diversity, Inclusion and...

Education

High school diploma in a related field

Job description

Member and Client Experience Advisory Agent

The work mode arrangement for the position is full-time on site. As a member and client experience advisory agent, you help give members and clients a better experience, and ensure that they are satisfied. This includes making sure they feel welcome, listening to and addressing their needs, and helping them with their financial empowerment. You promote the organization’s cooperative values through the support you provide. You support and advise members and clients on available financial products and services, and promote the various distribution channels available. You open accounts for them and help them with their financial transactions, while remaining attentive to their needs so you can offer them personalized solutions. You identify business opportunities, and refer members and clients to colleagues who can help them with specialized needs. You are a proud ambassador of digital solutions and you advise members and clients on their use. You ensure that financial transactions go smoothly, while addressing any issues that may arise. You provide information and support on the use of technological tools, while sharing advice about prevention and safety.

Key Responsibilities

More specifically, you will be required to:

• Support members and clients by telling them existing applications and technological tools that can help them do transactions and operations on their own.
• Contribute to business development and maintain business relationships through service delivery and activities.
• Assist members and clients who have encountered fraud or irregularities.
• Monitor and process transactions required to settle their cases.
• Stay on top of the latest standards, products and services in your field.
• Uphold compliance, security and risk management standards.

Benefits

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

* Benefits apply based on eligibility criteria.

Qualifications

• High school diplomas in a related field
• A minimum of three years of relevant experience (other combinations may be considered)
• Knowledge of French is required
• Knowledge of all counter and convenience products and services
• Knowledge of all Desjardins products and services aimed at caisse members and those offered by business centres, components, distribution networks/channels and as well as those of competitors
• Knowledge of integrating data into systems
• Knowledge of security measures, legal framework and internal controls
• Understanding of the philosophy and fundamentals of financial services cooperatives
• Knowledge of operating procedures related to convenience products and services and transactions
• Knowledge of service standards
• Action oriented
• Communicates effectively
• Customer Focus
• Differences
• Nimble learning
• Situational adaptability
• Tech savvy
• Equity, Diversity, Inclusion and Accessibility

Equal Opportunity & Diversity Statement

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve. If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

About Desjardins

Desjardins Group is the largest cooperative financial group in North America. We're the choice for over 52,000 employees and we're named one of Canada's top employers by Mediacorp and Forbes. We offer a full range of financial products and services and share our expertise in personal services, business services, wealth management, life and health insurance, and property and casualty insurance. Pursuing a career at Desjardins means being part of an organization that puts people first.