Member Connect Representative (Full-Time)

DUCA; Toronto; On-site; CAD 41,000 - 51,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonuses

Job summary

DUCA is seeking a full-time Member Connect Representative to join our North York, Ontario office. The role places you as the first point of contact for Members, handling inbound and outbound calls, chats and emails to deliver an exceptional service experience.

The position emphasizes solving problems, promoting a full range of financial products, assisting with online banking setup, and achieving cross-sell and productivity goals in a fast-paced, team-oriented environment.

Qualifications

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

Responsibilities

• Provide exceptional member experience on inbound/outbound calls, chat, and emails.
• Identify cross-sell opportunities to grow the business by offering products and services.
• Assist Members with online banking setup and process transactions within authorized limits.
• Meet cross-sell, and productivity targets.
• Attract potential Members by answering product questions and suggesting other services.
• Respond to Member inquiries knowledgeably and timely.
• Strive to deliver first call issue resolution by clarifying the Member’s concern and resolving it.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Cross-sell opportunities

Judgment & decision-making

Time management

Microsoft Office

Team player

Education

Post-secondary education in related field

Tools

Microsoft Office

Job description

Why DUCA?

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 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

• Open concept contact centre

Department: Member Connect

Primary Location: Corporate Office

Employment Status: Full-Time

Hours per Week:38

Number of Existing Vacancies:1

Salary: The annual salary range for this position is $40,634to$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.

Applications must include a resume.

We thank all applicants but only those considered for