Company Description

Be a part of something different

We may offer the same products and services as a big bank, but we couldn’t be more different. We’re rooted in purpose and we’re on a mission to improve lives and strengthen communities. We support nearly 20,000 members and businesses digitally, over the telephone, and in-person across a network of six branches across Niagara and Haldimand.

At PenFinancial, our people are our greatest asset and our values speak for themselves: accountability, inclusivity, integrity, and respect. More than a poster on the wall, our values guide everything we do. They’re values we live every single day – where everyone has a voice and where we listen. Just ask someone who works here to see what they think, and check out our latest annual report to see what we’ve been up to.

We provide all of our employees with a generous benefits package that includes a Living Wage salary, defined contribution pension plan and performance-based success sharing. Combine that with our commitment to contributing to the wellbeing of our employees through competitive benefits programs, wellness days and allowances for education, and it’s no surprise that our employee engagement scores are consistently so strong.

Our commitment to community

We live our brand from the inside out, and our Truly Local Commitment starts with our employees. We support an inclusive, diverse, and caring internal culture. We encourage our employees to give back to the causes that are meaningful to them and their families by providing opportunities to volunteer and represent our truly local credit union through our Truly Local Ambassador program. And, we also commit to investing a portion of our profits directly back into our local communities.

We are a proud Certified B Corporation committed to doing business for good, and we choose 100% renewable energy with Bullfrog Power to support environmental sustainability.

Job Description

The Contact Centre Representative provides excellent customer service that is accurate, timely, and efficient to our Members in all interactions. CCR’s also uncover opportunities where we can better help Members, and potential Members, with our various banking solutions/services and refers them to appropriate branch partner to help Members achieve their financial goals. The CCR will ensure they are aware of, and adhere to, operating procedures and policies to safeguard the assets of the organization and the Member.

Differentiating Accountabilities**:**

All aspects of delivering a centralized highly responsive inbound/outbound Member call center.

• Member friendly centralized telephone inbound/outbound reception current need from M-W 8:15 am to 5:45 pm and T-F 8:15 am to 6:15 pm and Saturdays 8:45 am to 1:15 pm.

• Member service through multi-channel contacts; including telephone, web chat and email as required.

• Detailed and knowledgeable technical support while building member relationships including support with:

  • mobile app; password resets; login issues, online web navigation, etc.

• Create excellence for inbound/outbound member experience responding to inquiries on matters such as:

  • account balances; statement inquiries; address updates; information on opening accounts; fee structures; interest inquiries; credit union procedures; product information; appointment setting for in-person/virtual/phone meetings regarding any financial advice.

• Support effective sales management practices as part of PenFinancial’s sales and service delivery team.

  • Assist branch sales team by ensuring all opportunities are identified and updated in our Customer Relationship Management System (CRM) to ensure a full financial relationship with members
  • Identify opportunities for referrals, and make recommendations based on PenFinancial policy
  • Answer enquiries and probe for cross service opportunities

• New member experience expert for members joining the Credit Union through digital platform.

• Answer inquiries and identify opportunities for future contact, follow-up and increasing depth of member relationship.

• Role is universal in nature. Responsible for a mix of duties including, member conversations and member outreach, as well as transactional and administrative support as required.

• Availability to address and de-escalate any complaints and immediately refer to correct internal resource

• Engage in curious conversations with members to help identify opportunities to add value to their lives

• Managing a members inbound/outbound call to ensure a successful member experience while investigating other financial opportunities in a quick and efficient call handle time.

• Required to balance your day between inbound and outbound calls with effective time management skills to effectively be successful in the day-to-day operations

• Perform other assigned responsibilities.

Qualifications

• High School Diploma or equivalent (Post-Secondary School Preferred)
• Experience assisting Members in a bank or credit union for a minimum of 2 years considered an asset
• Time Management Skills considered an asset
• Previous Call Centre experience considered an asset
• Knowledge of TFSA, RESP, and RRSP considered an asset.

Target Hourly Rate: $25.23

Salary will be determined based on skills, experience, education and other qualifications relevant to this position

Additional Information

To learn more visit https://www.penfinancial.com/careers

While we welcome all applications, only those who are selected for an interview will be contacted.

Accessibility accommodations will be made for job candidates upon request.