Customer Service Specialist

1 month ago

Etobicoke, Ontario, Canada Meridian Full time

Position Overview:

As a vital member of our Contact Centre, the primary role involves comprehending the services, financial requirements, and product expectations of our Members while delivering suitable guidance and recommendations tailored to these needs. This position requires a proactive approach in identifying and promoting opportunities for our products and services, including support for our digital and self-service offerings.

Key Responsibilities:

  • Proactively identify and promote opportunities with all Members, aligning products and services based on their identified needs to enhance service experiences.
  • Deliver prompt, friendly, and efficient service by responding to Member-initiated contacts and assisting with various financial transactions.
  • Resolve issues at the first point of contact whenever possible, escalating more complex concerns to the appropriate personnel.
  • Act as the first point of support for technical issues related to online banking and other digital services, ensuring timely resolutions.

Success Factors:

  • Demonstrated commitment to service excellence and achieving results.
  • Solid understanding of our products, services, and procedures, or relevant experience in the financial services sector.
  • Strong organizational skills with the ability to prioritize effectively and manage critical issues as they arise.
  • Ability to exercise sound judgment in various situations.
  • Capable of working independently or collaboratively within a team environment.
  • Familiarity with digital and self-service initiatives.
  • Flexibility to work scheduled hours, including evenings and weekends.

Core Competencies:

  • Member Focus: Prioritizing the needs of our Members above all.
  • Proactive Approach: Anticipating needs and identifying opportunities to enhance service delivery.
  • Open Communication: Engaging in transparent dialogue to foster understanding and trust.
  • Business Acumen: Continuously acquiring relevant knowledge to perform effectively.
  • Collaborative Spirit: Initiating opportunities for teamwork to achieve common goals.
  • Integrity: Upholding honesty and respect in all interactions.

About Us:

We are committed to fostering an inclusive and accessible environment where all employees and customers feel valued and respected. Our workforce reflects the diversity of the communities we serve, and we are dedicated to providing reasonable accommodations for individuals with disabilities throughout the application and interview process.

Thank you for considering a career with us.

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