Member Reception Agent, Entreprises

The work mode arrangement for the position is full-time on site.  

The incumbent is responsible for welcoming members and clients in a courteous and dynamic manner, quickly acknowledging their needs and guiding them to the right representative or alternative distribution channel. The person in this role provides members and clients with general information on Desjardins products and services. He or she also provides telephone reception service and performs certain secretarial and administrative support tasks. More specifically, you will be required to:

• Welcome members and clients with utmost respect for Desjardins service standards so as to provide a unique experience.

• Provide information and assistance to members and clients on making the most of the various tools and alternative distribution channels available to enhance their autonomy (e.g., ATM, AccèsD internet and telephone, Desjardins mobile services, and complementary channels such as the Online Business Centre and Desjardins Bank).

• Ensure members and clients experience a reasonable wait time in the waiting room. Be attentive to their comments in this regard and see to their satisfaction.

• Listen carefully to members and clients to ensure they are fully satisfied, and make the most of sales opportunities.

• Inspire a sense of trust and confidence in members and clients that Desjardins can meet their needs.

• Participate in liaison activities with various Desjardins Group entities (e.g., Shared Services Centre, Online Business Centre, AccèsD Client Contact Centre). Process the resulting transaction notices and operations and conduct follow-ups with members and clients according to procedure.

• Answer and transfer calls, as well as provide general information. Make new appointments according to business centre policy. Manage various operational functions related to the telephone system as needed.

• Perform some secretarial tasks (e.g., word processing) and provide administrative support (e.g., data compilation, document management, mail sorting and distribution, faxing and scanning).

What we offer*

• Competitive salary and annual bonus

• 4 weeks of flexible vacation starting in the first year

• Defined benefit pension plan that provides predictable, stable income throughout retirement

• Group insurance including telemedicine

• Reimbursement of health and wellness expenses and telework equipment

* Benefits apply based on eligibility criteria.

What you bring to the table

• High school diplomas in a related field

• A minimum of two years of relevant experience

• Please note that other combinations of qualifications and relevant experience may be considered

• Knowledge of French is required

• Intermediate advanced proficiency of English due to the nature of the duties or work tools or because the position involves interactions with English-speaking partners, members and/or clients

• Knowledge of common and convenience products and services

• Knowledge of products and services for businesses and those offered by caisses, components and Desjardins distribution networks and those of the competition

• Impeccable French spelling and grammar

• Knowledge of security measures, legal frameworks and internal controls

• Understanding of the philosophy and inner workings of a financial services cooperative

• Knowledge of the welcome process

• Knowledge of telephone protocol

• Understanding of the general business centre teams (organizational structure, roles and responsibilities)

• Knowledge of service standards

• Composure

• Approachability

• Standing alone

• Professionalism and attention to detail

Action oriented, Communicates effectively, Customer Focus, Differences, Interpersonal Savvy, Nimble learning, Situational adaptability

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Trade Union (If applicable)

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask

Job Family

Member/client sales and service (FG)

Unposting Date

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