Member Service Representative - Summer Student

Member Service Representative - Summer Student

We are currently looking for a Member Service Representative to join our Newmarket branch for the summer (May to August), working approximately 25 hours per week including every other Saturday. The Summer Student will work primarily out of our Newmarket Branch but may also be asked to travel to other branches in the region as needed. Our ideal candidate is currently enrolled in post-secondary education, is interested in a career in financial services, and will provide excellent customer service to our Members!

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

Saturday: 9:30 am to 1:00 pm

Job Summary

Are you passionate about delivering outstanding service and working with the public? Do you thrive in a fast-paced environment filled with variety and activities focused on doing what is right for Members? If so, this role may be for you!!

DUCA is looking for someone who is passionate about delivering outstanding service to our Members. 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. MSR’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.

The MSR is driven to provide outstanding customer service that is accurate, timely, and efficient.  They are team players and thrive in an environment where partnering to deliver stellar solutions is top of mind. They can juggle more than one ball at a time, and above all, are the face of DUCA on the front line and take this seriously by their smile, greeting members when they arrive, and ensuring every member feels welcomed and recognized.

MSR’s also uncover opportunities where we can better help DUCA Members, and potential Members, with our fantastic array of banking solutions and services. Once they identify the opportunity, the MSR figures out who can best help the Member whether it be themselves or a DUCA advisor (Financial Services Officer). They will always follow up to ensure the Member was taken care of once they have referred.

As for the day-to-day responsibilities, the MSR will maintain cash balances, list and balance outgoing cheques, and balance all daily transactions. The MSR will ensure they are aware of, and adhere to, operating procedures and policies to safeguard the assets of the organization and the member.

Key Duties & Responsibilities

• Provide outstanding service to Members (both at the front counter and/or by phone), answer inquiries and always strive to increase Member satisfaction through service provided. The objective is to delight the member
• Making outbound awareness and service follow up calls to members
• Handle Member requests for deposits, withdrawals, transfers, and other basic transactions
• Promote DUCA’s services by explaining benefits and features of DUCA solutions
• Identify and fulfill Members’ financial service needs, including cashing and certifying cheques, processing bill payments, ordering cheques, buying/selling foreign currencies, processing Member statements, identifying the need for travel insurance, processing RRSP and term deposit transactions, assisting Members in getting a debit card, and online banking set up
• Promotes DUCA products and services when a need or opportunity specific to the member is identified
• Having up front dialogue with members to identify unrealized needs. Proficient at “opportunity spotting”
• Make referrals to specialists and advisors as required
• Solve member issues and know when to escalate if required
• Participates in the counting of large cash deposits
• Rotate with staff to cover reception duties and tasks
• Assists with general office duties, processing and administration as required

Who Are We Looking For

• Previous customer service experience
• Previous experience with sales is considered an asset
• Cash handling experience
• Basic mathematical skills 
• You have a desire to learn and grow
• Working directly with members and customers is what makes you tick
• You are a big fan of team work and demonstrate your enthusiasm for your job and member every day
• You are a terrific multi-tasker and can organize and prioritize other work while putting the member first
• Excellent communication skills, both verbal and written
• You have a keen attention to detail and emotional intelligence

Department: Retail Banking

Primary Location: Newmarket Branch –  16640 Yonge St., Unit 6B, Newmarket ON L3X 2N8

Employment Status: Part Time, Contract (Summer Student)

Hours per Week: 25

Job Grade Level: 2

DUCA exists to help people do more, be more, and achieve more with their money and their lives.

We do this by offering the best banking products and services in our branches, online and from mobile devices. We’re driven by a cooperative philosophy that puts the Member at the center of every decision we make, giving our Members a voice in how we’re run and rewarding them for their loyalty by sharing our profits.

To learn more about DUCA please visit our website at https://www.duca.com/.

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

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