Member Services Coordinator

Desjardins; Sainte-Marie; On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus

4 weeks vacation

Defined benefit pension plan

Group insurance including telemedicine

Telework equipment reimbursement

Job summary

Desjardins is seeking a full-time on-site Member Services Coordinator to organize daily office activities and ensure high service standards for members and customers. You will plan work, support staff, monitor queues, resolve issues, and manage cash operations, including sales of Desjardins products and services.

The role requires a trade school diploma and at least three years of relevant experience, with French language proficiency and strong knowledge of Desjardins offerings.

Qualifications

• Trade school diploma in a related field.
• Minimum of three years of relevant experience.
• Knowledge of French is required.
• Knowledge of all Desjardins products and services for caisse members and centres.
• Understanding of security measures, internal controls and applicable policies.

Responsibilities

• Participate in work planning and assign employees based on priorities.
• Act as a resource for sector employees and provide support.
• Regularly monitor the queue to boost productivity and service quality.
• Resolve complaints and problems reported by members or customers.
• Oversee cash management: issue, return and reconcile transactions.
• Carry out monetary transactions and sell products/services when needed.

Skills

Customer service

Cash handling

Team coordination

Bilingual French

Education

Trade school diploma in related field

Job description

The work mode arrangement for the position is full-time on sit

The incumbent coordinates Member Services operations. He or she organizes daily head office or service centre activities and ensures the quality of services provided to members and customers. More specifically, you will be required to:

• Participate in work planning and assigning employees based on identified priorities. To this effect, update work schedules and plan for employee replacement to maintain the smooth operation of member and customer services.
• Act as a resource for sector employees and provide them with the necessary support to carry out their activities. Assist them with processes and tools, authorize operations, and resolve cases of greater complexity.
• Regularly monitor the queue and make necessary adjustments to boost productivity and improve service quality for members and customers.
• Participate in resolving complaints and problems communicated to him or her.
• Oversee the service centre's cash management: order, return and supply equipment, record cash transactions and reconcile general ledger accounts.
• As needed, carry out monetary transactions and sell convenience products and services (e.g. Desjardins access card, Visa Desjardins card, AccèsD registration, fund transfers, account changes, traveller's cheques, authorized transit limit, inter-caisse authorizations, safety deposit boxes, cash orders). Perform the required operations, and, when necessary, follow up with members and customers.
• Ensure that all activities are completed in a timely fashion and in accordance with prescribed quality standards.
• Maintain the security of transactions and operations in accordance with current policies, practices and standards

What we offer*

• 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.

What you bring to the table

• Trade school diploma in a related field
• A minimum of three 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 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 security measures, legal framework and internal controls
• Understanding of the philosophy and fundamentals of financial services cooperatives
• Knowledge of policies, legislation, standards and ethics governing the operations of the caisse and its centres
• Knowledge of operating procedures related to convenience products and services and automated and assisted transactions
• Knowledge of service standards
  Action oriented, Customer Focus, Differences, Drive results, Nimble learning, Plans and aligns

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!

Job Family

Management support and expertise support (FG)