Why DUCA

Were 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 85000 Members we are proud to serve.

We exist to help People Businesses and CommunitiesDo More Be More and Achieve More.

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

• Positive unbig bank like service experience delivered through Memberfacing staff in branch on the phone (MemberConnect) 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 bankonline mobile app phone/fullservice Member Connect Contact Centre and of course inbranchDUCA 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 DUCAs designation as a BCorp certified organization the first ever credit union to receive this global recognition.

A career with one of Canadas fastest growing credit unions means youll 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 youll be part of a vibrant and collaborative team where youll be supported to excel and make an impact no matter what role you play.

Member Connect Representative (PartTime 34 Hours TuesdaySaturday)

DUCA is looking for aparttime 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 onsite at our office in North York Ontario.(Saturday availability required)

Call Centre Hours

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

Job Purpose & Summary

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 nonmember 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.

Key Accountabilities & Duties

• Provide an exceptional Member experience on inbound and outbound calls chat and emails
• Contribute to the team goals by identifying all crosssell 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
• Assist Members with setting up online banking options and accurately process transactions on Member accounts within authorized limits.
• Meet crosssell and productivity
• Attract potential Members by answering product and service questions and suggesting information about other products and services.
• Respond to Member inquiries and feedback knowledgeably and
• Strive to deliver first call issue resolution by clarifying the Members 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.

Occupational Experience & Education Requirements

• Postsecondary 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

Knowledge Skills & Attributes

• Strong customer service and interpersonal skills
• Excellent verbal and written communication skills
• Ability to recognize cross sell opportunities
• Good judgment and decisionmaking capabilities
• An effective time manager who can perform in a fastpaced deadlineoriented environment
• Knowledge of Microsoft Office Suite Products
• Ability to organize prioritize adapt to change and work in a fastpaced environment
• Selfmotivated and resultsoriented
• Team player

Working Conditions

• Open concept contact centre

Department:Member Connect

Primary Location:Corporate Office5255 Yonge St North York Ontario

Employment Status:PartTime (TuesdaySaturday)

Hours per Week:34

Salary:The hourly rate for this position starts at$19.97. Actual hourly rates will vary depending on relevant jobrelated factors such as experience knowledge skills qualifications and education/training. Depending on the position DUCAs total compensation package may include incentive compensation tied to company and individual performance or other benefits.

Number of Vacancies:1

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.