Member Service Representative

**Member Service Representative (Full-time)**

DUCA is currently looking for a full-time (38 hours per week) Member Service Representative (MSR) to join our dynamic Richmond Hill branch

The Member Service Representative (MSR) is passionate about delivering outstanding service to customers, known as Members. We are looking for driven, organized individuals who thrive on interacting with Members, and are committed to helping identify opportunities through communication and inquiry. MSR’s are curious about what Members need and want to know what they can do to help Members do more, be more, and achieve more with their money and their lives.

**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**

The MSR provides outstanding Member experience and service that is accurate, timely, and efficient. As a team player, the MSR thrives in an environment where partnering to deliver stellar solutions is top of mind. This role is ideal for someone who loves to juggle multiple priorities, and above all, is passionate about representing DUCA on the front line with a smile; greeting members when they arrive and ensuring every Member feels welcomed and recognized.

MSR’s help uncover opportunities where DUCA can better help existing 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). The MSR will always follow up to ensure the Member was taken care of.

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. Assists Branch to achieve Branch growth, targets, satisfactory compliance/audit.

**Key Accountabilities & Duties**
- Delight each Member by providing outstanding service (both at the front counter and by phone), answering inquiries, and always striving to increase Member satisfaction.
- Promote DUCA’s full range of services by explaining benefits and features of DUCA solutions, open new Member accounts, and make quality referrals to an advisor through proactive probing.
- Make outbound awareness and service follow up calls to Members as well as proactive outbound calls to book advisor appointments.
- Handle Member requests for deposits, withdrawals, transfers, and other routine transactions.
- Identifies and fulfills Members’ financial service needs, e.g. cashing and certifying cheques, processing bill payments, ordering cheques, buying/selling foreign currencies, and processing wires, RRSP and term deposit transactions, as well as assisting Members get a debit card.
- Having up front dialogue with members to uncover financial needs with a talent for “opportunity spotting”.
- Solves Member issues using standard procedures and knows when to escalate non-standard issues, if required.
- Remains current and up to date on DUCA products, services, operational, and risk policies and procedures.
- Participates in local market business development opportunities and community.
- Assists with counting large cash deposits.
- Completes general office duties, processing and administration as required.

**Occupational Experience & Education Requirements**
- High School Diploma or equivalent (Undergraduate degree or equivalent preferred).
- Experience working with and handling cash.
- Strong knowledge of computer systems.
- Two years’ experience helping Members or customers in either a bank or credit union environment, preferred.
- Previous experience with sales is considered an asset.

**Knowledge, Skills & Attributes**
- You have a desire to learn and grow.
- Passion for working directly with Members and customers, finding ways to surprise and delight.
- Committed team player, demonstrating your enthusiasm for your job and Member every day.
- Multi-tasker who can organize and prioritize other work while putting the Member first.
- Excellent interpersonal and communication skills, both verbal and written.
- Strong attention to detail with ability to make decisions and provide friendly and personable service.
- Strong administration, organizational, planning and time management skills.

**Department**:Retail Banking

**Primary Location**:Richmond Hill Branch - 9174 Yonge Street, Richmond Hill ON L4C 7A1

**Employment Status**:Full time

**Hours per Week**:38

**Job Grade Level**: Two (2)

**About DUCA**

DUCA exists to help people **do more, be more and achieve more** with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our