Member Solutions Centre Representative l (Full-Time, Permanent) Winkler

Access Credit Union; Winkler; On-site; CAD 37,000 - 46,000; Full time

Benefits offered by this job

Health benefits

Employer-matched pension

Continuing education

Career advancement opportunities

Job summary

Access Credit Union seeks a Member Solutions Centre Representative I to deliver a high standard of service as the first contact for members via phone, chat, and email. You’ll promote the full range of products and assist with online banking setup and password resets.

You will build relationships, resolve inquiries, and collaborate with branches and specialists on lending and wealth management inquiries, while maintaining security and policy adherence.

Qualifications

• Minimum 1 year in customer/member service, preferably contact centre or financial services.
• Knowledge of Access Credit Union products/services.
• Willingness to pursue sales and service opportunities.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced environment and make timely decisions.
• Proficient computer skills and following policies.

Responsibilities

• Create positive impressions as first contact for members and potential members.
• Build member relationships by resolving inquiries via phone, chat, email.
• Adhere to risk management, confidentiality, security, and fraud prevention policies.
• Proactively respond and cross-sell products using an advisory approach.
• Refer lending and wealth management inquiries to specialists.
• Set up appointments with branches and assist members with online banking.
• Balance electronic ledger daily and work with team to meet objectives.
• Participate in meetings, planning, and training initiatives.

Skills

Customer service

Communication

Sales awareness

Attention to detail

Work under pressure

Prioritization

Education

Grade 12 diploma

Post-secondary education asset

Tools

Internal software

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 memberscontacting 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 withvarious AccessCreditUniondepartment staffto ensure a friendly and efficient work environment.

• Process non-registeredand 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 contactcentreor 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