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Member Service Representative

4 months ago

Mississauga, Canada DUCA Financial Services Credit Union Ltd. Full time

Why DUCA? 

We’re a vibrant, exciting credit union that lives its "profits with a purpose" philosophy in every financial transaction, product, interest rate, and community initiative we offer. Founded in 1954, DUCA has grown from a single branch credit union in Toronto to 19 branches across Southern Ontario with over 85,000 Members we are proud to serve.  

We exist to help People, Businesses and Communities Do More, Be More, and Achieve More™. 

DUCA (www.duca.com) is the fastest organically growing large Credit Union in Canada distinguished for the following: 

  • Positive, un-big bank like service experience delivered through Member-facing staff in branch, on the phone (Member-Connect) and via our Mobile mortgage specialists, Wealth Management advisors and Commercial and Business Banking Account Managers. 
  • Competitive rates.
  • Personalized financial solutions, guidance, and service with the lowest possible fees for both Personal and Business Members.
  • Profit sharing among Members.
  • Multiple ways to bank—online, mobile app, phone/full-service Member Connect Contact Centre, and, of course, in-branch—DUCA is accessible 24/7 
  • A community philosophy of “profits with a purpose” culminating in the creation of the DUCA Impact Lab (www.ducaimpactlab.com), a charitable foundation committed to helping the credit challenged and underbanked.  This led to DUCA's designation as a B-Corp certified organization, the first ever credit union to receive this global recognition.

A career with one of Canada’s fastest growing credit unions means you’ll find endless opportunities to make a difference with your unique abilities and perspectives. Our people live their purpose while helping others Do more, Be more and Achieve more with their money and their lives.  At DUCA, you’ll be part of a vibrant and collaborative team where you’ll be supported to excel and make an impact, no matter what role you play. 

Member Service Representative (Full-time)

DUCA is currently looking for a Member Service Representative (MSR) to join our dynamic Rexdale branch Saturday flexibility required. 

The ideal candidate for this role is passionate about delivering outstanding customer service and enjoys working with a team to achieve objectives We are looking for driven, organized individuals who thrive on interacting with customers, and are committed to helping Members by identifying 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. Must be available on Saturday's. 

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

Reporting to the Branch Manager, the Member Service Representative provides outstanding customer service that is accurate, timely, and efficient. MSRs partner with other members of the branch team to collaborate and deliver the best solutions to help our Members achieve their financial goals. The MSR acts as a representative of DUCA and greets Members when they arrive and ensure they feel welcome. 

MSR’s also uncover opportunities where we can better help DUCA Members, 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). They will always follow up to ensure the Member was taken care of once they have referred.

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.

Key Accountabilities & Duties

  • Provide outstanding service to Members (both at the front counter and/or by phone), answer inquiries and always strive to increase Member satisfaction through service provided. The objective is to delight the member.
  • Making outbound awareness and service follow up calls to members
  • Handle Member requests for deposits, withdrawals, transfers, and other basic transactions
  • Promote DUCA’s services by explaining benefits and features of DUCA solutions
  • Identify and fulfill Members’ financial service needs, including cashing and certifying cheques, processing bill payments, ordering cheques, buying/selling foreign currencies, processing Member statements, identifying the need for travel insurance, processing RRSP and term deposit transactions, assisting Members in getting a debit card, and online banking set up
  • Promotes DUCA products and services when a need or opportunity specific to the member is identified
  • Having up front dialogue with members to identify unrealized needs. Proficient at “opportunity spotting”
  • Make referrals to specialists and advisors as required
  • Solve member issues and know when to escalate if required
  • Participates in the counting of large cash deposits
  • Rotate with staff to cover reception duties and tasks
  • Assists with general office duties, processing and administration as required

Occupational Experience & Education Requirements

  • High School Diploma or equivalent (Post-Secondary School Preferred)
  • Experience helping Members or customers in either a bank or credit union for a minimum of 2 years considered an asset
  • Previous experience with sales is considered an asset
  • Cash handling experience

Knowledge, Skills & Attributes

  • Basic mathematical skills 
  • You have a desire to learn and grow
  • Working directly with members and customers is what makes you tick
  • You are a big fan of team work and demonstrate your enthusiasm for your job and member every day
  • You are a terrific multi-tasker and can organize and prioritize other work while putting the member first
  • Excellent communication skills, both verbal and written.
  • You have a keen attention to detail and emotional intelligence.

Department: Retail Banking 

Primary Location: Erin Mills Branch - 5100 Erin Mills Pkwy, Mississauga, ON L5M 4Z5

Employment Status: Full-time

Hours per Week: 38

Salary: The annual salary range for this position starts at $39,451. Actual annual base salaries will vary depending on relevant job-related factors such as experience, knowledge, skills, qualifications, and education/training. Depending on the position, DUCA’s total compensation package may include incentive compensation tied to company and individual performance or other benefits. 

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Qualified applicants are encouraged to submit their application. Applications must include a resume. 

We thank all applicants but only those considered for an interview will be contacted.