Member Connect Representative

Member Connect Representative

DUCA exists to help people do more, be more and achieve more with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

This is a full-time position (38-hours per week) and is located in our Member Connect Centre in North York.

Job Summary

The Member Connect Representative in our Member Connect Centre (Call Centre) provides friendly, knowledgeable, and timely service to Members and non-members through a variety of mediums. 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.

The representative will also complete daily administrative tasks to support the Member Connect team including management of online membership applications, reporting of Member Connect Metrics, processing transactions and reviewing transactions as well as identification and correction of any discrepancies.  The Member Connect Representative will also identify process or procedural gaps and make recommendations to Member Connect Management to rectify.

Major Duties and Responsibilities

• Providing an exceptional member experience on inbound and outbound calls, chats, emails and where possible exceeding our member and non-member service expectations.
• Contribute to the team by identifying all sales opportunities to retain and grow the business by offering members a full range of products and services to meet their needs.
• Processes queries and new account applications, including bank drafts, transfer forms and cheque order requests
• Develops and produces reports, metrics and other data requirements.
• Assisting members with setting up on-line banking options and accurately processing transactions on member accounts within authorized limits
• Provides analytical support to build workforce metrics.
• Meet sales, customer service, productivity targets
• Responding to member inquiries and feedback knowledgeably and professionally through a variety of mediums including phone, email, webchat etc.
• Reviews/uploads and/or escalates all audit related issues and updates to Member Connect management.
• Striving 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. Taking ownership and accountability for resolving member service inquiries and/or issues from beginning to end.

Minimum Qualifications and Skill

• Post-secondary education in Business or related field, with minimum 2 years of related experience
• Previous Credit Union or financial services experience considered an asset
• Strong customer service and interpersonal skills
• Excellent verbal and written communication
• Excellent knowledge Microsoft Suite of products, including Excel
• Ability to recognize opportunities for sales growth and process improvements
• Good judgment and decision-making capabilities
• An effective time manager who can perform in a fast-paced, deadline oriented environment
• Related industry or call-centre experience is an asset
• Ability to organize and prioritize and adapt to change and work in a fast paced environment
• Self-motivated and energetic
• Team player

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

Qualified applicants are encouraged to submit both their resume and coverletter. We thank all applicants but only those considered for an interview will be contacted.