Account Representative 3

**Position** Type**: Temporary **Duration**: Approximately sixteen (16) months **Together, Let’s Do Great Things** We’re the largest financial institution based on Vancouver Island and the Gulf Islands, and we’ve got an opportunity for you. We are looking for an **Account Representative** at our Relationship Centre (aka contact centre) you will help members reach their financial goals through a variety of channels. We are not your average contact centre - we are passionate about building relationships with our members It's so important to us - it's in our name This position offers great opportunity for relationship building and continued learning as you grow your career with Coastal Community **Hours** This position will have hours scheduled between 7:30am to 8:30pm Monday to Friday and 7:30am to 4:30pm Saturday. Shifts may vary with a combination of daytime and evening work. As per Appendix A-2 in the Collective Agreement, “shift work ending after 6:00pm up to and including 8:30pm will be paid a premium of five percent (5%) above the employee’s regular rate for all hours worked beyond 6:00pm”. **What’s the role?** As an **Account Representative**, under limited supervision you will provide a full range of member service with respect to all credit union services and are a primary developer of enhanced member relationships. Coastal Community Credit Union strives “to be the leaders in building relationships that improve financial health, enrich people’s lives and build healthier communities" and it is the responsibility of the **Account Representative** to carry the vision statement forward in order to build, maintain and expand the member’s relationship with Coastal Community Credit Union and the other Coastal Community business lines while ensuring the interests of the organization are met. You will strive to provide a high quality experience with all member interactions while following Coastal Community's policies and procedures. Your duties will include: - Accountable for the achievement of goals through effective sales and service initiatives. - Use of Coastal Connections interviewing skills to uncover and match member needs with the appropriate Coastal Community products and/or services. - Proactively identify and complete quality referrals within all Coastal Community business lines. - Performs all MSR 2 duties including but not limited to opening new memberships, selling registered and non-registered products and cross-selling all card products. - Authorize transactions and provide overrides to other employees within limits and assigned authority. - Resolves member concerns/issues and refers to the Branch Manager or Assistant Manager for issues above their level of authority. - Provides quality service to all members with a variety of transactions inclusive of investments and registered products, personal lending products including creditor insurance. - Performs other related duties as assigned. **What are we looking for?** - A minimum of 3 years' financial services experience or an equivalent combination of post-secondary education and experience; - Successful completion of Coastal Community's MSR Level 2 exam; - Completed CUIC 210 (Credit Union Consumer & Residential Mortgage Lending), CUIC 240 (Fundamentals of Personal Financial Planning); - Actively pursuing CUIC Fellowship Designation; - Working knowledge of lending and deposit policies, practices, procedures and branch operations. - Successful completion of Coastal Community's in-house sales program, Coastal Connections (Building Member Connections); - Solid knowledge of Credit Union operations, principles, and values; - Solid understanding of the competitive environment in the financial marketplace, and local communities within their region; - Proven track record of achieving superior sales results. - Previous call centre experience an asset. Ideally, you are a flexible, collaborative team player with: - The incumbent must utilize Coastal Connection skills to effectively listen to and engage members in conversation to understand and identify their immediate financial needs, and provide resolution through sourcing information, matching an appropriate product/service and/or referring members to the appropriate individual to complete their request. - Excellent communication skills and the ability to articulate in a clear, concise manner is required to transfer information and understanding to members, as well as to handle complex lending transactions. - Interviewing skills and the ability to ask probing questions are required, as well as having the flexibility to adapt to each request and move between a variety of member concerns/questions/requests without knowing the nature of the request prior to the conversation. - The ability to multitask with above average keyboarding and internet/computer navigation skills for searching on-line client data and product information while simultaneously conversing with the m