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Lending Services Member Specialist
3 months ago
About DUCA Financial Services
DUCA is a dynamic credit union that embodies its "profits with a purpose" philosophy in every financial interaction, product offering, interest rate, and community initiative. Established in 1954, DUCA has expanded from a single branch in Toronto to 19 branches throughout Southern Ontario, proudly serving over 85,000 Members.
Our mission is to empower People, Businesses, and Communities to Do More, Be More, and Achieve MoreTM.
As one of Canada's fastest-growing credit unions, DUCA is recognized for:
- Providing a positive, personalized service experience that contrasts with traditional banking, through our Member-facing staff across various channels.
- Offering competitive interest rates.
- Delivering tailored financial solutions and guidance with minimal fees for both Personal and Business Members.
- Engaging in profit-sharing initiatives with our Members.
- Facilitating multiple banking options—online, mobile app, phone, and in-branch services, ensuring accessibility around the clock.
- Fostering a community-driven approach through the DUCA Impact Lab, a charitable foundation dedicated to supporting the credit challenged and underbanked, which has earned DUCA B-Corp certification as the first credit union to achieve this global recognition.
A career with DUCA offers endless opportunities to leverage your unique skills and perspectives to make a meaningful impact. Our team members embody their purpose while assisting others in achieving their financial goals. At DUCA, you will be part of a collaborative and vibrant team that supports your growth and contributions, regardless of your role.
Position Overview: Member Connect Lending Specialist
DUCA is seeking two full-time Member Connect Lending Specialists to enhance our team. This position will be based at our office in North York, Ontario, with some flexibility required for weekend hours.
Role and Responsibilities
The Member Connect Lending Specialist is responsible for delivering exceptional, knowledgeable, and timely service to Members and potential Members through various communication channels. Reporting to the Director of Member Connect, the role involves underwriting new credit applications, retaining existing retail lending business, and providing advice on all DUCA products and services. The Specialist will excel at identifying opportunities for cross-selling and up-selling relevant products and services that meet our Members' needs. Adaptability, flexibility, and the ability to multitask in a dynamic environment are essential.
Key Responsibilities
- Provide an outstanding Member experience by addressing lending and general inquiries professionally and knowledgeably through phone, email, chat, and other channels.
- Achieve established goals related to retail lending, investment, and ancillary products and services.
- Identify opportunities during Member interactions to promote and cross-sell appropriate DUCA products and services.
- Manage the retention process for existing retail lending products.
- Conduct credit analysis to underwrite applications in line with sound credit principles.
- Safeguard DUCA's assets by adhering to all relevant lending regulations, policies, procedures, and risk guidelines.
- Strive to deliver a top-tier customer experience by clarifying Member concerns, identifying issues, and providing effective solutions. Take ownership of resolving inquiries from start to finish.
- Assist Members in setting up online banking options and accurately processing transactions within authorized limits.
- Lead the Member Connect team in the absence of the Manager or Supervisor.
Qualifications
- 3 to 5 years of experience in a contact center environment with a focus on lending.
- Comprehensive knowledge of banking products, retail underwriting guidelines, and high-ratio mortgages.
Skills and Attributes
- Exceptional problem-solving abilities.
- Excellent communication and listening skills, particularly over the phone.
- Ability to prioritize, organize, and adapt in a fast-paced environment.
- Keen attention to detail.
- Self-motivated and energetic team player.
Work Environment
This role operates within a contact center environment.
Department: Retail Banking
Employment Status: Full-time
Salary: The annual salary range for this position starts at $50,392, with variations based on relevant experience, knowledge, skills, qualifications, and education. DUCA's total compensation package may include performance-based incentives and additional benefits.
DUCA is committed to employment equity and encourages applications from all qualified candidates. Accommodations related to recruitment will be provided upon request.
We appreciate all applicants; however, only those selected for an interview will be contacted.
