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Senior Member Service Representative

2 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. 

Senior Member Service Representative (Full-time)

DUCA is currently looking for a Senior Member Service Representative (SMSR) to join our Gateway Branch

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. SMSR’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.

Branch Hours

Mon to Fri: 9:00am to 4:00pm 

Job Purpose & Summary

The Senior Member Service Representative (SMSR) performs all the usual tasks of a Member Service Representative (MSR), providing a full range of financial services to DUCA Members, including deposits, withdrawals, and cheque cashing. In addition to the MSR responsibilities, the SMSR, under the supervision of branch management, is responsible for assisting the MSR’s with balancing, dealing with errors, and answering questions regarding products and procedures.

The SMSR promotes DUCA products and services to members and prospective members, maintains cash balances, lists and balances outgoing cheques and balances all transactions daily.

Key Accountabilities & Duties

  • Directs the work effort of MSRs, providing overrides while verifying transactions are correct, and offering general assistance as needed to help ensure work is completed correctly and according to guidelines and standards
  • Help train MSRs, helping them succeed in their role
  • Delight each Member by providing outstanding service (both at the front counter and by phone), answering inquiries, and always striving to increase Member satisfaction
  • Operates a cash on a daily basis, identifies and fulfills Members’ financial service needs, e.g. cashing and certifying cheques, processing bill payments, ordering cheques, buying/selling foreign currencies, and processing wires, RRSP and term deposit transactions, as well as assisting Members get a debit card
  • Promote DUCA’s full range of services by explaining benefits and features of DUCA solutions, open new Member accounts, and make quality referrals to an advisor through proactive probing
  • Make outbound awareness and service follow up calls to Members as well as proactive outbound calls to book advisor appointments
  • Assist the Branch Manager with completion of administrative duties and reports.
  • Performs cash management duties – ordering, verifying, and balancing
  • Remains current and up to date on DUCA products, services, operational, and risk policies and procedures
  • Participates in local market business development opportunities and community
  • Solves Member issues using standard procedures and knows when to escalate non-standard issues, if required
  • Participates in the counting of large cash deposits.

Occupational Experience & Education Requirements

  • High School Diploma or equivalent
  • 2-3 years’ experience helping Members or customers in a financial services environment
  • Previous experience with sales is considered an asset
  • Cash handling experience
  • Proven customer service skills in the financial industry
  • Supervisory or team lead experience considered an asset

Knowledge, Skills & Attributes

  • Ability to effectively supervise
  • Conflict resolution and problem-solving skills
  • Good communication skills, both verbal and written
  • Keen attention to detail and emotional intelligence

Department: Retail Banking

Primary Location: Gateway Branch - 4567 Dixie Rd, Mississauga, ON L4W 1S2

Employment Status: Full-time

Hours per Week: 38

Number of Vacancies: 1

Salary: The annual salary range for this position starts at $44,818. 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.