Contact Centre Representative

 

Why Meridian?

At Meridian, our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Find our story here:  About Meridian

 

As   Contact Centre Representative (Part-Time Permanent) :

Your primary role is to provide exceptional service, responding to and addressing our Members' diverse service needs. This position is centered on delivering outstanding support, fostering a positive and supportive environment for every Member interaction.

In this vital role, you are the first point of contact for Members seeking assistance. Your responsibilities involve actively listening to their inquiries and concerns, providing timely and accurate responses, and ensuring every Member feels valued and understood. Your goal is to resolve service-related issues efficiently while maintaining the high standards of Member care that define Meridian Credit Union.

While the focus of your role is on service, you also have the opportunity to enhance Members' financial wellness. By understanding their needs and situations, you can identify ways to improve their financial health and deepen their relationship with Meridian. This aspect of the role is about nurturing trust and providing relevant financial guidance and support, rather than pursuing sales or referrals as primary objectives.

Your contribution will also align with Meridian's commitment to Environmental, Social, and Governance (ESG) principles. This commitment is woven into our service approach, reflecting our dedication to responsible banking and the well-being of our Members and the broader community. In this role, you will not only respond to immediate service needs but also contribute to the long-term financial wellness and satisfaction of our Members, reinforcing the values and mission of Meridian Credit Union.

 

What you’ll do:

Member Experience  

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• Frontline Representation: Act as the face of Meridian Credit Union, embodying our values in every interaction with Members and prospects across all lines of business.
  
• World-Class Member Experience: Provide exceptional service in all interactions, whether via phone, written, or electronic correspondence, ensuring each Member feels valued and understood.
  
• Timely Responses: Address Member requests and concerns promptly, aligning with our values and maintaining a Member-focused approach.
  
• Policy and Procedure Adherence: Understand and execute all relevant Policies and Procedures (P&P) of Meridian and its subsidiaries, recognizing when situations require escalation to leadership.
  
• Team Communications: Stay informed on all team and company updates, seeking clarification on new directions or expectations as needed.
  
• Multi-Business Line Support: Maintain up-to-date knowledge of P&P across various business lines and seamlessly transition between them during Member interactions.
  
• System Proficiency: Efficiently utilize company systems (CRM, Encore, Five9, UltiPro) and standard software (Internet browsers, MS Office, PDFs) to provide effective Member support.
  
• Technical Support: Serve as the first point of contact for technical issues, including online banking, e-Transfers, ABM/POS operations, Visa support, and card maintenance, resolving them within set timelines.
  

 

Personal Growth   

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• Coaching Sessions: Engage actively in monthly coaching, taking ownership of performance goals and seeking feedback for improvement.
  
• Training Participation: Attend and actively participate in departmental training, adhering to schedules and thoroughly reviewing materials.
  

 

Employee Experience  

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• Team Collaboration: Contribute positively to the ECC team, engaging with peers and leadership constructively.
  
• Relationship Building: Use tools like MS Teams to establish and nurture relationships, fostering a collaborative and supportive work environment.
  

 

Operational Support  

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• Key Metric Understanding: Actively engage with and aim to improve key business operational metrics such as AHT, ACW, NR, Schedule Adherence, Emails/Ready hour, and Referrals/35 hours scheduled.
  
• Schedule Management: Manage time effectively, ensuring adherence to start and end times, breaks, and scheduled vacations, and communicate any discrepancies promptly.
  
• Training Compliance: Understand and adhere to scheduled training times, completing assigned tasks within deadlines, and communicating any issues to the Ass