Member Connect Representative; Part-Time

Overview

DUCA is a vibrant, exciting credit union that lives its "profits with a purpose" philosophy in every financial transaction, product, interest rate, and community initiative. 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 exist to help People, Businesses and Communities Do More, Be More, and Achieve More™.

DUCA (  ) is 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, 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 DUCA 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 Connect Representative (Part-Time)

DUCA is looking for a part-time Member Connect Representative to join our growing team! This is a great opportunity for candidates who enjoy working in a client services role, in a collaborative office environment. This role will be located on-site at our office in North York, Ontario. (Saturday availability required)

Call Centre Hours

Mon to Fri: 8am to 8pm
Sat: 9am to 5pm

The Member Connect Representative in our Member Connect Centre (Contact Centre) is the first point of contact at DUCA for many Members and potential Members. The Member Connect Representative will provide an exceptional Member experience on inbound and outbound calls, chats, and emails and, where possible, exceed our Member and non-member service expectations. This includes identifying opportunities to retain and grow the business by offering Members a full range of financial products and services to meet their needs.

• Provide an exceptional Member experience on inbound and outbound calls, chat, and emails
• Contribute to the team goals by identifying all cross-sell opportunities to retain and grow the business by offering Members a full range of products and services to meet their needs via the telephone, email and other channels
• Assist Members with setting up on-line banking options and accurately process transactions on Member accounts within authorized limits
• Meet cross-sell, and productivity targets
• Attract potential Members by answering product and service questions and suggesting information about other products and services
• Respond to Member inquiries and feedback knowledgeably
• Strive to deliver first call issue resolution by clarifying the Member’s concern, determining the cause of the problem, selecting and explaining the best solution to solve the problem. Take ownership and accountability for resolving Member service inquiries and/or issues from beginning to end

• Post-secondary education in a related field or a keen interest in the financial industry
• Minimum of 2 years of related experience (i.e. contact centre or industry experience)
• Previous Credit Union or financial services experience considered an asset

• Strong customer service and interpersonal skills
• Excellent verbal and written communication skills
• Ability to recognize cross sell opportunities
• Good judgment and…