Member Service Representative

6 months ago

Mississauga, Canada DUCA Financial Services Credit Union Ltd. Full time

**Why DUCA?**

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**.
- 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 career with one of Canada’s fastest growing credit unions 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)**

DUCA is currently looking for a Member Service Representative (MSR) to join our dynamic Erin Mills branch

**Branch Hours**

Mon to Wed: 9:30 am to 5:00 pm
Thur: 9:30 am to 7:00 pm
Fri: 9:30 am to 5:00 pm
Sat: 9:30 am to 1:00 pm

**Job Purpose & Summary**

Reporting to the Branch Manager, the Member Service Representative provides outstanding customer service that is accurate, timely, and efficient. MSRs partner with other members of the branch team to collaborate and deliver the best solutions to help our Members achieve their financial goals. The MSR acts as a representative of DUCA and greets Members when they arrive and ensure they feel welcome.

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). They will always follow up to ensure the Member was taken care of once they have referred.

As for the day-to-day responsibilities, the MSR will maintain cash balances, list and balance outgoing cheques, and balance all daily transactions. 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.

**Key Accountabilities & Duties**
- 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. The objective is to delight the member.
- Making outbound awareness and service follow up calls to members
- Handle Member requests for deposits, withdrawals, transfers, and other basic transactions
- 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
- Having up front dialogue with members to identify unrealized needs. Proficient at “opportunity spotting”
- Make referrals to specialists and advisors as required
- Solve member issues and know when to escalate if required
- Participates in the counting of large cash deposits
- Rotate with staff to cover reception duties and tasks
- Assists with general office duties, processing and administration as required

**Occupational Experience & Education Requirements**
- High School Diploma or equivalent (Post-Secondary School Preferred)
- 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
- Cash handling experience

**Knowledge, Skills & Attributes**
- Basic mathematical skills
- You have a desire to learn and grow
- Working directly with members and customers is what makes you tick
- You are a big fan of team work and demonstrate your enthusiasm for your job and member every day
- You are a terrific multi-tasker and can organize and prioritize other work while putting the member first
- Excellent communicatio

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