Senior Member Service Representative

Senior Member Service Representative 

DUCA is currently looking for a Senior Member Service Representative (SMSR) to join our dynamic Mount Pleasant branch!

The ideal candidate for this role is passionate about delivering outstanding customer service and enjoys working with a team to achieve objectives! We are looking for driven, organized individuals who thrive on interacting with customers, and are committed to helping Members by identifying opportunities through communication and inquiry. SMSR’s are curious about what Members need and want to know what they can do to help Members do more, be more, and achieve more with their money and their lives.

Branch Hours
Mon - Wed: 9:30 am to 5:00 pm 
Thur: 9:30 am to 7:00 pm 
Fri: 9:30 am to 5:00 pm

Job Purpose & Summary

Reporting to the Branch Manager, the Senior Member Service Representative (SMSR) performs all the usual tasks of a Member Service Representative (MSR) and provides a full range of financial services to DUCA members, including deposits, withdrawals and cheque cashing. In addition to the MSR responsibilities, the SMSR, under the supervision of branch management, is responsible for assisting the MSR’s with balancing, dealing with errors and answering questions regarding products and procedures. The SMSR promotes DUCA products and services to members and prospective members, maintains cash balances, lists and balances outgoing cheques and balances all transactions daily. The ideal candidate has banking and customer service experience and thrives in a sales & service environment. 

Key Accountabilities & Duties

• Directly supervises Member Service Representatives, providing overrides while verifying transactions are correct, and offering general assistance as needed.
• Provides courteous service to members, answers questions and always strives to increase member satisfaction with the service provided.
• Operating a cash on a daily basis, identifies and fulfills members’ financial service needs, including cashing and certifying cheques, processing bill payments, ordering cheques, buying/selling foreign currencies, processing member statements, selling travelers cheques and travel insurance, processing RRSP and term deposit transactions, assisting members in getting a debit card and online banking set up.
• Promotes DUCA’s full range of services, making quality referrals to an advisor.
• Responsible for making proactive outbound calls to book advisor appointments.
• Responsible for assisting the Branch Manager with completion of administrative duties and reports.
• Performs cash management duties – ordering, verifying, and balancing.
• Remains current and up-to-date on DUCA products, services, operational, and risk policies and procedures.
• Participates in local market business development opportunities and community involvement.
• Counts MSRs’ cash and reports the results.

Occupational Experience & Education Requirements

• High School Diploma or equivalent
• 2-3 years’ experience helping Members or customers in a financial services environment
• Previous experience with sales is considered an asset
• Cash handling experience
• Proven customer service skills in the financial industry
• Supervisory or team lead experience considered an asset

Knowledge, Skills & Attributes

• Ability to effectively supervise
• Conflict resolution and problem-solving skills
• Good communication skills, both verbal and written
• Keen attention to detail and emotional intelligence

Department: Retail Banking - Mount Pleasant branch

Primary Location: 245 Eglinton Ave E, Toronto, ON

Employment Status: Full-time

Hours per Week: 38 hours

Job Grade Level: Three (3)

About DUCA

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.

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 their application. Applications must include both a resume and cover letter.

We thank all applicants but only those considered for an interview will be contacted.