Member Solutions Centre Representative I (Full-Time, Permanent) Henderson

Access Credit Union; Edmonton; On-site; CAD 42,000 - 51,000; Full time

Benefits offered by this job

Health benefits (100% company paid)

Pension plan (employer-matched)

Career advancement opportunities

Continuing education

Job summary

Access Credit Union is seeking a Member Solutions Centre Representative I to deliver high-quality service to existing and potential members. You will handle inquiries via phone, chat, and email, process transactions, and promote the full range of products and services.

The role emphasizes relationship-building, risk awareness, and cross-selling in a fast-paced environment. Starting salary is $41,505 with a band up to $50,769 per year, based on qualifications.

Qualifications

• Minimum 1 year experience in customer/member service; contact centre or financial services preferred.
• Strong interpersonal and written/verbal communication skills.
• Ability to identify and act on sales and service opportunities.
• Proficient computer skills and ability to learn internal software.

Responsibilities

• Be the first contact for members via phone, chat, and email.
• Build relationships by resolving inquiries and processing transactions.
• Promote the full range of credit union products and services.
• Maintain knowledge of policies on risk management, confidentiality, security and fraud prevention.
• Cross-sell products using an advice-based approach.
• Set up appointments and assist members with online banking tasks.
• Collaborate with branch staff to support organizational objectives.

Skills

Customer service

Communication

Sales opportunities

Problem solving

Education

Grade 12 diploma or equivalent

Post-secondary education (asset)

Job description

Grow your career with one of Manitoba’s Top Employers since 2014.

At Access Credit Union, we support a professional and innovative work environment with a corporate culture that uniquely embraces empowerment, accountability, and trust. We recognize and value each employee’s contributions to our success, which is why we offer competitive compensation, 100% company paid health benefits, employer-matched pension plan, continuing education, and career advancement opportunities within our credit union.

At Access Credit Union, our values are straightforward:

• Do good
• Be better
• Own it
• Move forward

The Member Solutions Centre Representative I (MSCR I) provides a high standard of financial service to existing and potential members. As the first contact on all incoming telephone calls, chats, and e-mails, the Member Solutions Centre Representative I contributes positively to the achievement of business development objectives responding to inquiries, processing transactions and promoting the full range of credit union products and services.

Key Responsibilities and Accountabilities

• Creating positive impressions as the first point of contact for members and potential members contacting Access Credit Union.
• Build member relationships by resolving member problems/inquiries over the phone, chat, email, and other forms of communication.
• Maintain thorough knowledge of and adhere to credit union policies and procedures on risk management, confidentiality, security and fraud prevention.
• Proactively respond, identify and cross-sell products and service using an advice-based approach.
• Utilize open-ended questions and techniques to overcome business objections.
• Refer to the appropriate credit union specialist for lending and wealth management inquiries.
• Set up appointments with staff in the branches to further assist member’s or contact members on behalf of departments within the branch.
• Set up online banking for personal memberships; reset passwords and troubleshoot; and provide walkthroughs with members.
• Maintain open communication and cooperation with various Access Credit Union department staff to ensure a friendly and efficient work environment.
• Process non-registered and registered investment instructions using internal software and completing day-to-day tasks.
• Balance electronic ledger on a daily basis through the banking system.
• Work collaboratively with other team members to achieve organizational objectives.
• Actively participate in meetings, planning and training initiatives, sharing information and ideas to build organizational achievement and success.

This list is not inclusive and other tasks and/or responsibilities may be assigned by your supervisor.

Essential Qualifications

• Grade 12 diploma or equivalent
• Minimum of 1-year previous experience in customer/member service role, experience within a contact centre or financial service preferred
• Knowledge of Access Credit Union’s products and services
• Demonstrated desire to serve others in a friendly and professional manner
• Ability to identify and willingness to act upon sales and service opportunities
• Strong interpersonal and communication skills, both verbal and written
• Ability to work in fast-paced environment and perform well under pressure
• Ability to prioritize using sound judgment to make timely and effective decisions
• Proficient computer skills
• Ability to follow standardized policies and procedures
• Attention to detail with high degree of accuracy
• Basic knowledge of risk management within the financial industry
• Business Administration or other post-secondary education would be considered an asset

Employee Sub-Type

Regular

Starting Salary

$41,505.00

Salary Band

$41,505.00 - $50,769.00

In most situations, candidates will be offered the starting salary for the position. In exceptional circumstances, and at the organization’s discretion, an offer may be made above the stated minimum based on factors such as the candidate’s qualifications, internal equity and external compensation factors. When underfilling a position, the salary offered may be in a lower salary band.