Retail Channel Advisor


Corporate Office
Toronto, Ontario

Retail Channel Advisor 

Job Purpose & Summary

As a subject matter expert in Retail Banking, the Retail Channel Advisor offers support and guidance to DUCA Branch and Member Connect employees. The Retail Channel Advisor provides immediate responses to questions from Retail teammates related to policies, procedures, products and systems, and provides advice and guidance in solving Member problems and investigating and dealing with Member concerns or feedback.

 

Key Accountabilities & Duties

  • Provide support and guidance to all Retail banking teams for product, service, program, policy and procedural inquiries
  • Provide an optimal experience for employees, ensuring questions and issues are managed and responded to with efficiency, accuracy and a high level of collaboration
  • Respond to inquiries from internal employees quickly and decisively, escalating any outstanding issues for resolution
  • Record and track all inquiries and interactions with employees and provide input into recommendations to close gaps
  • Remain current and up to date on DUCA products, services, Retail, Operational and Risk policies and procedures
  • Provide subject matter expertise and support to the Technical Writing team in the course of drafting and revising policies and procedures

 

Occupational Experience & Education Requirements

  • University/College degree in Business, or related field
  • 2 - 3 years of experience in financial services with experience in a Member/customer-facing role preferred
  • 1 year of DUCA retail banking experience

 

Knowledge, Skills & Attributes

  • Thorough knowledge of internal DUCA products, processes, policies, procedures, and systems
  • Excellent written, verbal, and interpersonal communication skills, with the ability to adapt communication style depending on the situation
  • Strong presentation skills with the ability to share information in a clear and concise manner
  • Ability to coach and provide guidance in a way that educates and engages employees
  • Excellent critical thinking skills with the ability to understand, interpret, and identify the root cause of problems
  • Excellent computer skills and knowledge of Microsoft Office applications (Outlook, Word, Excel)
  • Advanced DUCA systems knowledge - DNA, ASAPP
  • Excellent time management and prioritization skills with the ability to undertake and balance multiple tasks, while acting with a sense of urgency
  • Strong attention to detail skills
  • Ability to work collaboratively with cross-functional teams
  • Passion for continuous learning and seeks out learning opportunities
  • The ability to match and suggest solutions that are in the best interest of the Member and DUCA
  • Strong customer service orientation and passionate about helping our Members do more, be more, and achieve more

 

Working Conditions

  • Normal office environment. Occasional travel to branches may be required.

 


Department: Retail Sales 

Primary Location: Corporate Office 

Employment Status: Full-time 

Hours per Week: 38

Job Grade Level: 4


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.

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