Member Service Centre Representative

3 weeks ago

St Catharines, Canada FirstOntario Credit Union Full time

**Why FirstOntario?**

FirstOntario Credit Union is one of the largest credit unions in Ontario. We are a trusted co-operative financial intuition dedicated to providing competitive banking products and services and a quality Member service. More than 118,000 Ontarians choose FirstOntario for their financial needs - from chequing and savings accounts to loans and mortgages and highly qualified investment advice. Our Membership does more than save you money on fees, it also makes you an Owner. At FirstOntario, we believe the best way to ensure our success is by supporting the communities we serve. That's why our policies include volunteering our time, talent and resources to worthy local causes and events. It's also why we reinvest our profits in the same places they're earned, and why we sponsor programs that promote financial literacy and economic development.

**JOB DESCRIPTION**

**Job Title**:Member Service Representative

**Dept./Division**: Member Service Centre, Member Experience

**Reporting** **to**:Manager, Member Service Centre

**JOB PURPOSE**

Provide prompt, efficient and courteous transactional sales and service to members. Proactively assist members to ensure that their needs have been met and refer to other staff, as appropriate. Professionally and efficiently perform sales, service, and operational accountabilities as outlined below.

Major Activities
- Sales_:

- Provide prompt, accurate, efficient transactional sales to members over the phone and/or internet.
- Recognize opportunities and act on all discussions with members to acquire more of their business, through qualified referrals to a member consultant or greeter.
- Implement smooth referral process, whether for new or renewal business.
- Use good judgment to determine whether to refer to personally sell.
- Perform retention activity when requested.
- Track all referral sales activity.
- Actively participate in and contribute to all campaign activity, as directed.
- Build positive relationships with internal partners to support each other's business goals.
- Service_:

- Adhere to "Service Standards" in all circumstances with members and fellow staff.
- Promptly acknowledge members by name and refer them to a more appropriate staff member, if necessary, to fulfill members needs best.
- Project a positive and professional image and attitude with members and fellow staff.
- Work with member to resolve inquiries and/or concerns. Refer to other staff if 'wait time' for other members may be compromised.
- Close all transactions with a positive statement and thank member for their business.
- Develop and pursue a Personal Development Plan, jointly agreed to with the Manager for continuous positive development of skills.
- Operations_:

- Adhere to policies, procedures and standards.
- Complete all work accurately and efficiently.
- Act as joint custodian and/or combination holder, as required.
- Perform all audits, processes and proofing, as required.
- Perform all other duties, as required.

Job Requirements
- Must have above average interpersonal and communication skills
- Must be able to work well with a minimum of supervision
- Must be capable of working as a team player, willing to assist other staff as required
- Must have demonstrated service abilities and be able to indemnify member needs cross selling certain products and referring smoothly to others, as appropriate
- Must be flexible and prepared to work hours established to meet member service demands

Job Specifications
- Grade 12 or equivalent
- 3 years office, credit union / bank cash experience
- On-line exposure
- Typing 30 WPM

Contacts

Established contacts with:

- Branch management and all staff, other department/division staff
- Members, prospective members

Physical Demands/ Working Conditions
- Normal office environment.

**Our Story**

Our emphasis on service means we're constantly searching for new team members whose dedication to helping people is as powerful as their ambition to succeed. We're committed to providing professional development, and to extending employee activities beyond day-to-day operations to support the communities where we're located. Our people are the difference, it's a part of why we love coming to work.

FirstOntario is proud and privileged to be able to assist and touch the lives of so many in our communities.
- We believe giving back to our communities helps everyone.
- We believe in volunteering, active community support and participation.
- We believe in investing our profits back into the credit union and the community.
- We believe in finding solutions to help our Members and communities.

If this sparks your interest and you demonstrate high levels of integrity and credibility, we should talk. Check out our website for the full job description and prepare your cover letter and resume listing your experience, qualifications, and submit it online through our careers page on the company website.

We appreciate all who express interest

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