Advisory Agent, Member and Client Experience

Desjardins; Saint-Anaclet-de-Lessard; On-site; CAD 40,000 - 60,000; Full time

Job summary

Desjardins in Quebec seeks a member and client experience advisory agent to assist members with transactions, promote products and services, and uphold cooperative values. You will help ensure customer satisfaction, address needs, and refer complex cases to specialists while staying informed on security and compliance.

The role emphasizes French language proficiency, attention to data entry, and delivering personalized solutions across Desjardins channels to empower members and clients.

Qualifications

• High school diploma in a related field.
• Two years of relevant experience minimum.
• French language proficiency required.
• Knowledge of Desjardins products and services.
• Ability to enter data in systems.
• Knowledge of security measures and internal controls.
• Understanding of financial services cooperatives philosophy.
• Familiarity with procedures for convenience products, automated and assisted transactions.
• Knowledge of service standards.

Responsibilities

• Support members and clients by informing them about tools and apps for self-service transactions.
• Contribute to business development and maintain relationships through service delivery and activities.
• Assist members and clients who have faced fraud or irregularities and refer to appropriate partners.
• Stay updated on standards, products and services in the field.
• Adhere to compliance, security and risk management rules.

Skills

Communicates effectively

Situational adaptability

Tech savvy

Customer focus

French language

Data entry

Security awareness

Cooperative finance knowledge

Service standards

Education

High school diploma or related field

Job description

Required

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 provide advice to members and clients about their banking transactions. You promote all Desjardins products and services, and the various distribution channels available. You are attentive to members' and clients' 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. More specifically, you will be required to:

• Support members and clients by telling them about technological tools and applications 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, and ensure that they are referred to the appropriate partners.
• Stay on top of the latest standards, products and services in your field.
• Adhere to compliance, security and risk management rules.

What You Bring To The Table

• High school diplomas in a related field
• A minimum of two years of relevant experience
• Please note that other combinations of qualifications and relevant experience may be considered
• Knowledge of French is required
• Knowledge of all convenience services products and services
• Knowledge of Desjardins products and services for caisse members, products and services offered by Desjardins Business centres, components and distribution networks and channels, and products and services offered by competitors
• Ability to enter data in the systems
• Knowledge of security measures, legal frameworks and internal controls
• Understanding of the philosophy and fundamentals of financial services cooperatives
• Knowledge of operating procedures related to convenience products and services and automated and assisted transactions
• Knowledge of service standards

• Communicates effectively
• Situational adaptability
• Tech savvy

Equity, Diversity, Inclusion and Accessibility

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!