Member Service Representative

Get AI-powered advice on this job and more exclusive features. 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. Founded in 1954, DUCA has grown from a single branch credit union in Toronto to 19 branches across Southern Ontario with over 85,000 Members we are proud to serve. We exist to help People, Businesses and Communities Do More, Be More, and Achieve More™. DUCA (www.duca.com) is distinguished for the following: 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. Competitive rates. Personalized financial solutions, guidance, and service with the lowest possible fees for both Personal and Business Members. Profit sharing among 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 (www.ducaimpactlab.com), a charitable foundation committed to helping the credit challenged and underbanked. This led to DUCA’s designation as a B-Corp certified organization, the first ever credit union to receive this global recognition. A career with DUCA means you’ll find endless opportunities to make a difference with your unique abilities and perspectives. 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 We are currently looking for a Full‑Time Member Service Representative (MSR) to join our dynamic Willowdale branch. Branch Hours Mon to Wed: 9:30 am to 5:00 pmThu: 9:30 am to 7:00 pmFri: 9:30 am to 5:00 pmSat: 9:30 am to 1:00 pm Job Purpose & Summary The MSR provides outstanding Member experience and service that is accurate, timely, and efficient. They represent DUCA on the front line, greet Members, and help them uncover opportunities to better meet their financial needs. The role requires juggling multiple priorities and collaborating with advisors to ensure every Member is taken care of. Key Accountabilities & Duties Delight each Member by providing outstanding service (both at the front counter and by phone), answering inquiries, and always striving to increase Member satisfaction. Promote DUCA’s full range of services by explaining benefits and features, open new Member accounts, and make quality referrals to advisors through proactive probing. Make outbound awareness and service follow‑up calls to Members as well as proactive outbound calls to book advisor appointments. Handle Member requests for deposits, withdrawals, transfers, and other routine transactions. Identify and fulfill Members’ financial service needs (cashing and certifying cheques, processing bill payments, ordering cheques, buying/selling foreign currencies, processing wires, RRSP and term deposit transactions, and assisting Members with debit cards). Engage in front‑door dialogue to uncover financial needs and spot opportunities. Resolve Member issues using standard procedures and courteously escalating non‑standard issues when necessary. Remain current and up‑to‑date on DUCA products, services, operational, and risk policies and procedures. Participate in local market business development opportunities and community involvement. Assist with counting large cash deposits. Complete general office duties, processing and administration as required. Occupational Experience & Education Requirements High School Diploma or equivalent (Undergraduate degree or equivalent preferred). Experience working with and handling cash. Strong knowledge of computer systems. Two years’ experience helping Members or customers in a bank or credit union environment, preferred. Previous experience with sales is considered an asset. Knowledge, Skills & Attributes Desire to learn and grow. Passion for working directly with Members and customers, finding ways to surprise and delight. Committed team player, demonstrating enthusiasm for the job and the Member every day. Multi‑tasker who can organize and prioritize other work while putting the Member first. Excellent interpersonal and communication skills, both verbal and written. Strong attention to detail with ability to make decisions and provide friendly and personable service. Strong administration, organizational, planning and time‑management skills. Department: Willowdale Employment Status: Full‑Time Salary: The annual salary for this position starts at $40,634. Actual salary 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. Number of Vacancies: 1 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 a resume. We thank all applicants but only those considered for an interview will be contacted. #J-18808-Ljbffr