Service Delivery Advisor

Reporting to the Manager, Service Delivery, Member Communication Centre, the Service Delivery Advisor (SDA) provides high quality member service to Assiniboine Credit Union and Outlook Financial members through a variety of incoming and outgoing communication channels with efficiency and accuracy. The SDA supports members by addressing concerns, identifies financial needs, and recommends financial solutions to reach financial goals

**KEY ACCOUNTABILITIES**
- Respond to member inquiries by providing financial solutions through the full range of products and services to support member needs.
- Execute sales, service and marketing initiatives through inbound and outbound communication channels.
- Responsible for reaching personal sales targets, and play a key role in the development of strategies to facilitate goal attainment.
- Create a positive and professional first impression through professional communication.
- Ensure mínimal wait and response times, in line with team standards at all times.
- Contribute to growth and retention of member relationships by identifying and ensuring their needs are met and that the relationship contributes positively to the credit union.
- Explain terms and conditions of the products or services chosen/adopted by the members ensuring that they are consistent with the member’s needs.
- Refer and schedule qualified prospects to specialists within the credit union or partner organizations.
- Resolve member complaints and problems when possible, referring more complex problems to the appropriate person or department - ensuring seamless member service.
- Work in collaboration with other departments to identify opportunities for improvement and efficiency in the administration of documentation and flow of referrals from the service team.
- Interpret and understand operating procedures, maintain confidentiality when dealing with member information.
- Accountable for staying abreast of all functional processes and procedures in order to facilitate quality and seamless delivery of sales and service to members.
- Employees are required to keep strictly confidential the affairs of anyone whose private information becomes available to them in the course of their duties.

**QUALIFICATIONS**

**Education and Experience**

This position requires the completion of a grade twelve diploma accompanied by one to three years of job related experience, or an equivalent combination of education and experience.

**Key Occupational Skills**
- Strong English oral and written communication skills
- Provide excellent customer service and engage members
- Strong ability to problem solve and multi-task in a fast paced environment
- Strong ability to navigate between computer software with above average typing skills
- Understanding of credit union operation and knowledge of credit union “self-serve” technology (ATM, telephone banking, Internet banking)
- Financial product knowledge would be an asset
- Experience in a call centre environment would be an asset

**WHO WE ARE?**

ACU is a financial co-operative with over $6 billion in assets. We offer a full suite of personal and commercial banking products and services, and a team of financial and wealth advisors to help our members succeed. We have sixteen branch locations in Winnipeg, two northern branches in Thompson and Gillam, and we’re owned collectively by over 140,000 Manitobans who use our services today.
- Money doing more_ is the guiding statement that represents the way we do business, and conveys our ongoing commitment to the economic, social and environmental health of our communities. Over the last 80 years, we have helped our member-owners achieve their dreams, and we’d like to help you achieve yours.

Choosing to work at Assiniboine Credit Union means that you’ll be working for an organization that:

- puts people, planet and prosperity first,
- values diversity and inclusion,
- is focused on social and environmental responsibility,
- supports employees through training programs and long-term career development,
- offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits.

If doing things differently and doing more is part of who you are, join us on a rewarding journey where your personal aspirations and career goals can align.
- We are committed to workforce diversity and actively recruit people with diverse backgrounds, experiences, and perspectives reflecting the community in which we live and work. Applicants may request reasonable accommodation related to the materials and activities used throughout the selection process._