Member Connect Representative (Part-Time 21-25 hours)

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 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 bankonline mobile app phone/full-service Member Connect Contact Centre and of course in-branchDUCA 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 B-Corp certified organization the first ever credit union to receive this global recognition.

A career with DUCA 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 (Part-Time)

DUCA is looking forapart-timeMember Connect Representatives 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

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 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.

Key Accountabilities & Duties

• 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
• Assist Members with setting up on-line banking options and accurately process transactions on Member accounts within authorized limits.
• Meet cross-sell 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

• 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

Knowledge Skills & Attributes

• Strong customer service and interpersonal skills
• Excellent verbal and written communication skills
• Ability to recognize cross sell opportunities
• Good judgment and decision-making capabilities
• An effective time manager who can perform in a fast-paced deadline-oriented environment
• Knowledge of Microsoft Office Suite Products
• Ability to organize prioritize adapt to change and work in a fast-paced environment
• Self-motivated and results-oriented
• Team player

Working Conditions

• Open concept contact centre

Department:Member Connect

Primary Location:Corporate Office-5255 Yonge St North York Ontario

Employment Status: Part-Time

Hours per Week: 21-25

Salary: The hourly range for this position is $20.56to $25.70. Actual hourly rates will vary depending on relevant job-related factors such as experience knowledge skills qualifications and education/training. This position is may be eligible for discretionary bonuses.

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.

Our hiring process includes AI screening for keywords and minimum qualifications. Talent Acquisition Partners review all results.

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.