Member Connect Representative (Full-Time)

DUCA Financial Services Credit Union Ltd.; Toronto; On-site; CAD 40,634 - 50,793; Full time

Job summary

A prominent credit union is seeking a full-time Member Connect Representative in North York, Ontario. The role involves providing excellent customer service via calls, chats, and emails, assisting with online banking, and promoting financial products. Candidates should have post-secondary education and minimum 2 years of related experience, preferably in contact centers. Salary range is $40,634 to $50,793, with potential bonuses. This is a unique opportunity to contribute to a community-focused organization.

Qualifications

• Strong customer service and interpersonal skills are required.
• Candidates must have excellent verbal and written communication skills.
• Ability to identify cross-sell opportunities is essential.

Responsibilities

• Provide exceptional Member experience on inbound and outbound calls.
• Identify opportunities to retain and grow the business.
• Assist Members with online banking options.

Skills

Strong customer service and interpersonal skills

Excellent verbal and written communication skills

Ability to recognize cross-sell opportunities

Good judgment and decision-making capabilities

Knowledge of Microsoft Office Suite Products

Self-motivated and results-oriented

Team player

Education

Post-secondary education in a related field

Minimum of 2 years of related experience

Job description

We’re a vibrant, exciting credit union that lives its "profits with a purpose" philosophy in every financial transaction, product, interest rate, and community initiative we offer. Founded in 1954, DUCA has grown from a single branch credit union in Toronto to 19 branches across Southern Ontario with over 85,000 Members we are proud to serve.

We exist to help People, Businesses and Communities Do More, Be More, and Achieve More™.

DUCA (www.duca.com) is distinguished for the following:

• Positive, un-big bank like service experience delivered through Member-facing staff in branch, on the phone (Member-Connect) and via our Mobile mortgage specialists, Wealth Management advisors and Commercial and Business Banking Account Managers.
• Competitive rates.
• Personalized financial solutions, guidance, and service with the lowest possible fees for both Personal and Business Members.
• Profit sharing among Members.
• Multiple ways to bank—online, mobile app, phone/full-service Member Connect Contact Centre, and, of course, in-branch—DUCA is accessible 24/7
• A community philosophy of "profits with a purpose" culminating in the creation of the DUCA Impact Lab (www.ducaimpactlab.com), a charitable foundation committed to helping the credit challenged and underbanked. This led to DUCA's designation as a B-Corp certified organization, the first ever credit union to receive this global recognition.

A career with DUCA means you’ll find endless opportunities to make a difference with your unique abilities and perspectives. Our people live their purpose while helping others Do more, Be more and Achieve more with their money and their lives. At DUCA, you’ll be part of a vibrant and collaborative team where you’ll be supported to excel and make an impact, no matter what role you play.

Member Connect Representative (Full-Time)

DUCA is looking for a full-time Member Connect Representative to join our growing team! This is a great opportunity for candidates who enjoy working in a client services role, in a collaborative office environment. This role will be located on-site at our office in North York, Ontario.

Call Centre Hours

Mon to Fri: 8am to 8pm

Sat: 9am to 5pm

Job Purpose & Summary

The Member Connect Representative in our Member Connect Centre (Contact Centre) is the first point of contact at DUCA for many Members and potential Members. The Member Connect Representative will provide an exceptional Member experience on inbound and outbound calls, chats, and emails and, where possible, exceed our Member and non-member service expectations. This includes identifying opportunities to retain and grow the business by offering Members a full range of financial products and services to meet their needs.

Key Accountabilities & Duties

• Provide an exceptional Member experience on inbound and outbound calls, chat, and emails
• Contribute to the team goals by identifying all cross-sell opportunities to retain and grow the business by offering Members a full range of products and services to meet their needs via the telephone, email and
• Assist Members with setting up on-line banking options and accurately process transactions on Member accounts within authorized limits.
• Meet cross-sell, and productivity
• Attract potential Members by answering product and service questions and suggesting information about other products and services.
• Respond to Member inquiries and feedback knowledgeably and
• Strive to deliver first call issue resolution by clarifying the Member’s concern, determining the cause of the problem, selecting and explaining the best solution to solve the problem. Take ownership and accountability for resolving Member service inquiries and/or issues from beginning to end.

Occupational Experience & Education Requirements

• Post-secondary education in a related field or a keen interest in the financial industry
• Minimum of 2 years of related experience (i.e. contact centre or industry experience)
• Previous Credit Union or financial services experience considered an asset

Knowledge, Skills & Attributes

• Strong customer service and interpersonal skills
• Excellent verbal and written communication skills
• Ability to recognize cross sell opportunities
• Good judgment and decision-making capabilities
• An effective time manager who can perform in a fast-paced, deadline-oriented environment
• Knowledge of Microsoft Office Suite Products
• Ability to organize, prioritize, adapt to change and work in a fast-paced environment
• Self-motivated and results-oriented
• Team player

Working Conditions

Department: Member Connect

Primary Location: Corporate Office

Employment Status: Full-Time

Number of Existing Vacancies: 1

Salary

Salary: The annual salary range for this position is $40,634 to $50,793. Actual annual base salaries will vary depending on relevant job-related factors such as experience, knowledge, skills, qualifications, and education/training. This position may be eligible for discretionary bonuses.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Our hiring process includes AI screening for keywords and minimum qualifications. Talent Acquisition Partners review all results.

Qualified applicants are encouraged to submit their application. Applications must include a resume.