Contact Center Member Support - Part Time
Top Benefits
About the role
JOB DESCRIPTION
Title: Contact Center Member Support Reports to: Director, Retail Services
Mission Statement
To improve the financial well-being of our members and the communities we serve.
Vision Statement
Your Credit Union will be the preferred lifelong financial partner with our member-owners.
Position Overview:
Our Contact Centre exists as an extension of our branches to put our members first, offering them a seamless avenue to connect with a financial services professional at the time and place of the member’s choosing. We aim to build lasting relationships by understanding and addressing the unique financial aspirations and challenges of each member. The Contact Centre goal is to provide exceptional member service AND expand the financial relationship with existing members.
Job Specifications:
· Must have above average interpersonal and communication skills.
· Excellent membership service skills.
· Enthusiastically supports a proactive sales and service culture
· Ability to investigate and analyze information and create solutions.
· Able to effectively sell or refer a sale in a Credit Union sales environment.
· Knowledgeable of Credit Union products and services within the scope of the position.
· Must be able to work well with minimal supervision, and to organize and effectively manage priorities.
· Demonstrate professionalism in dress, tone, flexibility, and communication.
· Positive first point of contact for resolutions leading to strong member relationships
Duties & Responsibilities:
· Contact member owners regarding promotions, events, and appointments.
· Contact member owners regarding both existing and new products and services and offer the opportunity to meet with the appropriate Credit Union representative.
- Answer member owner calls, emails, website contacts, or other means of communication, and assist them in prompt resolutions to banking challenges they are experiencing.
· Determine member needs.
· Cheerfully embrace member communication and provide assistance through prompt and friendly service.
· Raise member awareness of Credit Union products and services.
· Answer member inquiries and resolve routine member problems and complaints within 24 hours.
· Update member information on the appropriate systems as required.
· Verify/action fraudulent flags that come up through our technology.
Service and sales
· Provide basic investment and borrowing information based on Corporate guidance.
· Establish potential new member relationships by initiating loan and mortgage applications and forwarding to the colleague that will be meeting with the member.
· Assist members with TFSA and RSP deposits and withdrawals.
· Assist members and colleagues with account opening procedures
· Be highly motivated and enthusiastic towards contributing directly to achieving branch service and growth targets.
· Successfully achieve pre-determined individual sales, referral, cross-selling, service and quality control targets.
· Contribute to achieving branch targets.
· Actively listen for referral opportunities.
· Refer complex problems or complaints to manager or designate for further action.
· Stay current with policies and procedures.
· For workflow purposes process, refer, and track calls, appointments and renewal stats.
Maintain remote security
· Protect documents and personal information in accordance with the IT security policy.
· Minimize printed material and ensure proper disposal of member/personal information.
· Utilize dataBase manager to protect all system accesses and lock computer stations when stepping away.
· Proper validation of member prior to proceeding with any request.
· Minimize the screen oversight (shoulder surfing)
Other duties as assigned from time to time by manager or designate
Job Type: Part-time
Pay: $28.09 per hour
Expected hours: No more than 17 per week
Flexible language requirement:
- French not required
Work Location: Remote
Application deadline: 2025-06-15
About Your Credit Union
What is Your Credit Union? “Your Credit Union is a financial co-operative. We are essentially a bank that is owned and democratically directly by our members. Why would I want to become a member? “Unlike traditional banks, Your Credit Union exists to serve our owners, not to make money from them. This means we can keep our fees and rates as low as possible.” And, we have more flexibility than traditional banks in devising solutions for our owners”
Co-operative values are: Voluntary and open membership - Everyone is welcome Democratic member control - Every member has a vote Member economic participation - Every member shares in the profits Autonomy and independence - no outside control Education, training, and information - Constant improvement and innovation Co-operation among co-operatives - Sharing with those who share our values Concern for community - Contributing to a better quality of life for all
Contact Center Member Support - Part Time
Top Benefits
About the role
JOB DESCRIPTION
Title: Contact Center Member Support Reports to: Director, Retail Services
Mission Statement
To improve the financial well-being of our members and the communities we serve.
Vision Statement
Your Credit Union will be the preferred lifelong financial partner with our member-owners.
Position Overview:
Our Contact Centre exists as an extension of our branches to put our members first, offering them a seamless avenue to connect with a financial services professional at the time and place of the member’s choosing. We aim to build lasting relationships by understanding and addressing the unique financial aspirations and challenges of each member. The Contact Centre goal is to provide exceptional member service AND expand the financial relationship with existing members.
Job Specifications:
· Must have above average interpersonal and communication skills.
· Excellent membership service skills.
· Enthusiastically supports a proactive sales and service culture
· Ability to investigate and analyze information and create solutions.
· Able to effectively sell or refer a sale in a Credit Union sales environment.
· Knowledgeable of Credit Union products and services within the scope of the position.
· Must be able to work well with minimal supervision, and to organize and effectively manage priorities.
· Demonstrate professionalism in dress, tone, flexibility, and communication.
· Positive first point of contact for resolutions leading to strong member relationships
Duties & Responsibilities:
· Contact member owners regarding promotions, events, and appointments.
· Contact member owners regarding both existing and new products and services and offer the opportunity to meet with the appropriate Credit Union representative.
- Answer member owner calls, emails, website contacts, or other means of communication, and assist them in prompt resolutions to banking challenges they are experiencing.
· Determine member needs.
· Cheerfully embrace member communication and provide assistance through prompt and friendly service.
· Raise member awareness of Credit Union products and services.
· Answer member inquiries and resolve routine member problems and complaints within 24 hours.
· Update member information on the appropriate systems as required.
· Verify/action fraudulent flags that come up through our technology.
Service and sales
· Provide basic investment and borrowing information based on Corporate guidance.
· Establish potential new member relationships by initiating loan and mortgage applications and forwarding to the colleague that will be meeting with the member.
· Assist members with TFSA and RSP deposits and withdrawals.
· Assist members and colleagues with account opening procedures
· Be highly motivated and enthusiastic towards contributing directly to achieving branch service and growth targets.
· Successfully achieve pre-determined individual sales, referral, cross-selling, service and quality control targets.
· Contribute to achieving branch targets.
· Actively listen for referral opportunities.
· Refer complex problems or complaints to manager or designate for further action.
· Stay current with policies and procedures.
· For workflow purposes process, refer, and track calls, appointments and renewal stats.
Maintain remote security
· Protect documents and personal information in accordance with the IT security policy.
· Minimize printed material and ensure proper disposal of member/personal information.
· Utilize dataBase manager to protect all system accesses and lock computer stations when stepping away.
· Proper validation of member prior to proceeding with any request.
· Minimize the screen oversight (shoulder surfing)
Other duties as assigned from time to time by manager or designate
Job Type: Part-time
Pay: $28.09 per hour
Expected hours: No more than 17 per week
Flexible language requirement:
- French not required
Work Location: Remote
Application deadline: 2025-06-15
About Your Credit Union
What is Your Credit Union? “Your Credit Union is a financial co-operative. We are essentially a bank that is owned and democratically directly by our members. Why would I want to become a member? “Unlike traditional banks, Your Credit Union exists to serve our owners, not to make money from them. This means we can keep our fees and rates as low as possible.” And, we have more flexibility than traditional banks in devising solutions for our owners”
Co-operative values are: Voluntary and open membership - Everyone is welcome Democratic member control - Every member has a vote Member economic participation - Every member shares in the profits Autonomy and independence - no outside control Education, training, and information - Constant improvement and innovation Co-operation among co-operatives - Sharing with those who share our values Concern for community - Contributing to a better quality of life for all