Service Delivery Advisor

3 weeks ago

Winnipeg, Canada Assiniboine Credit Union Full time

POSITION # 243145

OCCUPATION CODE 64409

POSITION TYPE FULL-TIME

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 minimal 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 & 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.

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