Representative - Customer Service Agent

2 weeks ago

Mississauga ON, Canada DUCA Full time

We’re a vibrant, exciting credit union that lives its "profits with a purpose" philosophy in every financial transaction, product, interest rate, and community initiative we offer. We exist to help People, Businesses and Communities Do More, Be More, and Achieve More .
Positive, un-big bank like service experience delivered through Member-facing staff in branch, on the phone (Member-Connect) and via our Mobile mortgage specialists, Wealth Management advisors and Commercial and Business Banking Account Managers.
Personalized financial solutions, guidance, and service with the lowest possible fees for both Personal and Business Members.
Multiple ways to bank—online, mobile app, phone/full-service Member Connect Contact Centre, and, of course, in-branch—DUCA is accessible 24/7
A community philosophy of “profits with a purpose” culminating in the creation of the DUCA Impact Lab ( a charitable foundation committed to helping the credit challenged and underbanked. Our people live their purpose while helping others Do more, Be more and Achieve more with their money and their lives. At DUCA, you’ll be part of a vibrant and collaborative team where you’ll be supported to excel and make an impact, no matter what role you play.
Member Service Representative (Full-time)
DUCA is currently looking for aMember Service Representative (MSR) to join our dynamic Erin Mills 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. 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. Must be available on Saturday's.
Reporting to the Branch Manager, the Member Service Representative provides outstanding customer service that is accurate, timely, and efficient. MSRspartner with other members of the branch team to collaborate and deliver the best solutions to help our Members achieve their financial goals. 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). 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.
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. Making outbound awareness and service follow up calls to members
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
Rotate with staff to cover reception duties and tasks
Assists with general office duties, processing and administration as required
Experience helping Members or customers in either a bank or credit union for a minimum of 2 years considered an asset
Previous experience with sales is considered an asset
You have a keen attention to detail and emotional intelligence.
Employment Status: Full-time
Actual annual base salaries will vary depending on relevant job-related factors such as experience, knowledge, skills, qualifications, and education/training. Depending on the position, DUCA’s total compensation package may include incentive compensation tied to company and individual performance or other benefits.

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