Job Title: Member Service Centre Representative

Dept./ Division: Member Solutions Centre, Alternative Delivery Channels

Reporting to: Manager, Member Service Centre

Job Overview

Provide prompt, efficient and courteous transactional sales and service to members. Proactively assist members to ensure that their needs have been met and refer to other staff, as appropriate. Professionally and efficiently perform sales, service, and operational accountabilities as outlined below.

Role

Sales:

• Provide prompt, accurate, efficient transactional sales to members over the phone and/or

• Recognize opportunities and act on all discussions with members to acquire more of their business, through qualified referrals to appropriate staff.

• Determine whether to refer or to personally

• Perform retention activity when

• Track all referral sales

• Actively participate in and contribute to all campaign activity, as Build positive relationships with internal partners to support each other's business

Service:

• Apply our "Member First" principles with all members and prospective
• Adhere to "Service Standards" in all circumstances with members and fellow
• Promptly acknowledge members by name and refer them to a more appropriate staff member, if necessary, to fulfill members needs best.
• Project a positive and professional image and attitude with members and fellow
• Work with member to resolve inquiries and/or Refer to other staff if 'wait time' for other members may be compromised.
• Close all transactions with a positive statement and thank member for their
• Develop and pursue a Personal Development Plan, jointly agreed to with the Manager for continuous positive development of skills.

Operations:

• Adhere to policies and procedures, at all
• Complete all work accurately, promptly and fully from beginning to
• Act as joint custodian and/or combination holder, as
• Perform audits, processes and proofing, as required.
• Consider healthsafety as a primary concern to ensure the overall well-being of the department and members
• Perform all other duties, as

Job Specifications:

• Must have above average interpersonal and communication skills
• Must be able to work well with a minimum of supervision
• Must be capable of working as a team player, willing to assist other staff as required
• Must have demonstrated service abilities and be able to identify member needs cross selling certain products and referring smoothly to others, as appropriate
• Must be willing to learn and apply coaching
• Must be flexible and prepared to work hours established to meet member service demands
• Must have reliable and capable internet accessibility if remote shifts are required

Requirements

• Grade 12 or equivalent
• Previous call centre and/or customer service preferred
• Experience in MS Office is preferred

Accommodations for persons with disabilities are available upon request during the application process.