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Lending Services Member Specialist
3 months ago
About DUCA Financial Services
DUCA Financial Services is a dynamic credit union dedicated to our philosophy of "profits with a purpose" in every aspect of our operations. Established in 1954, we have expanded from a single branch in Toronto to a network of 19 branches across 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 stands out for its:
- Exceptional service experience that rivals traditional banks, provided by our dedicated Member-facing staff through various channels including phone and mobile.
- Competitive financial rates.
- Tailored financial solutions and guidance with minimal fees for both Personal and Business Members.
- Profit-sharing initiatives that benefit our Members.
- Multiple banking options available 24/7, including online, mobile app, and in-branch services.
- A commitment to community impact through the DUCA Impact Lab, a charitable foundation focused on supporting the credit challenged and underbanked, earning us B-Corp certification.
Position Overview: Member Connect Lending Specialist
DUCA is seeking two full-time Member Connect Lending Specialists to enhance our team. This role requires flexibility in working hours.
Role Purpose
The Member Connect Lending Specialist is responsible for delivering outstanding service to Members and potential Members across various communication platforms. Reporting to the Director of Member Connect, the role involves assessing new credit applications, retaining existing retail lending business, and providing expert advice on all DUCA products and services. The ideal candidate will excel in identifying opportunities for cross-selling and up-selling relevant products to meet Member needs.
Key Responsibilities
- Provide exceptional service by addressing lending and general inquiries professionally through multiple channels.
- Achieve established goals related to retail lending, investments, and ancillary products.
- Identify opportunities during Member interactions to promote and cross-sell appropriate DUCA offerings.
- 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 lending regulations, policies, and risk guidelines.
- Ensure a top-tier customer experience by understanding and resolving Member concerns effectively.
- Assist Members with online banking setup and process transactions within authorized limits.
- Lead the Member Connect team in the absence of management.
Qualifications
- 3 to 5 years of experience in a contact center with a focus on lending.
- Comprehensive knowledge of banking products, retail underwriting guidelines, and high-ratio mortgages.
Skills and Attributes
- Excellent problem-solving abilities.
- Strong communication and listening skills.
- Ability to prioritize and adapt in a fast-paced environment.
- Detail-oriented with a proactive approach.
- Self-motivated and a collaborative team player.
Work Environment
This position 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 experience and qualifications.
DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment-related accommodations will be provided upon request.
We appreciate all applicants; however, only those selected for an interview will be contacted.
