Contact Centre Representative

2 weeks ago

St Catharines, Canada Meridian Credit Union Full time

**About this opportunity**

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Meridian is looking for talented individuals who are looking to advance their career in the new and exciting digital banking space. We are looking for hands on individuals who possess a growth mindset, technical savvy, and are looking for not just a job, but a career.

You will become part of a highly engaged and motivated team in a beautiful working environment. We are currently looking for individuals with flexible schedules who can accommodate various morning, afternoon and evening shifts. If this is something that interests you we would love to speak with you

Beyond this we offer a comprehensive benefit package which includes pension plan and tuition reimbursement.

**Is this role right for you? In this role, you will**:
As a member of the Contact Centre, the primary responsibilities for this position will be to understand services, financial and product needs of our Members while providing the appropriate advice and recommendations to fit these needs. This will include proactively identifying and promoting opportunities for Meridian and our Digital Bank's products and services including the support of our digital and self-serve products. In this role the Contact Centre Representative will be responsible for meeting and exceeding specific individual and team based business goals. While providing the right financial solutions the incumbent will genuinely build and develop relationships with Members which will deepen their overall relationship with Meridian Credit Union and our digital bank. Individuals in this role will be expected to proactively engage in activities such as revenue generating and sales based activities, foster relationships and leverage referrals.
- Proactively identify and promote opportunities with all Members, identifying Member needs and expectations and align products and services based on the identification of those needs driving referrals and provide seamless service experiences
- Provide support to the Contact Centre by proactively responding to Member-initiated contacts, delivering fast, friendly efficient service, assisting with financial transactions such as but not limited to transfers, Cheque ordering, bill payments, DEFTs, ABM limit increase
- Resolve problems at first point of contact where possible and refer more complex Member concerns to appropriate staff
- Provide first point of support and resolve issues relating to technical issues; issues with OLB, etransfers, ABM/POS and within prescribed timelines

**We’d Love to Work with You If You Have the following skills and abilities**:

- Strong commitment to service excellence and achievement of results
- Solid knowledge of Meridian & our Digital Banks products, services and procedures or work experience in the Financial Services Industry
- Organized with ability to quickly prioritize and effectively handle critical issues as they occur
- Ability to exercise sound judgement
- Works well independently or in a team environment
- Possesses an understanding of all digital and self-serve initiatives
- Flexible to work all scheduled hours which may include evenings and weekends

**Competencies**:

- **Member Focus** - Personally demonstrating that our Members are our highest priority.
- **Proactive** - Seize the initiative by anticipating needs and identifying opportunities to provide a higher level of service.
- **Open Communication** - Engaging in honest and transparent dialogue to develop mutual understanding, trust and cultivate deeper relationships.
- **Partner Orientation** - Initiates opportunities for collaboration and maintains productive relationships to achieve shared goals.
- **Integrity**:

- Doing the right thing by always acting with openness, honesty and respect.

**Office Location: Lake Street, St Catharines**
- Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is very important to us._

**What's in it for you?**
- We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success
- You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world
- Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues
- This isn't your typical "corporate" job. We work hard and we have fun

**Who we are**
- Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 360,000 Members. Meridian has more than 75 years of banking history

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