Member Solutions Centre Representative

Company Overview

The Police Credit Union is a full-service financial institution dedicated to helping our members achieve their financial goals. Since 1946, we have operated on principles of cooperation and community support, offering competitive rates and rewarding programs to foster a sense of family among our members.

Job Summary

As part of a closed-bonded credit union and working from our corporate offices, Monday through Friday, 9am to 5pm (and alternating Saturdays 10am – 3pm), the MSC Representative is an integral part of the Credit Union team. This position requires excellent customer focus and the ability to effectively assess and execute members’ financial support needs or refer to a Financial Services Officer or the Branch Manager. The MSC Representative is accountable for responding to inbound and electronic communications, in an efficient, professional and effective manner to ensure our members receive excellent member experience. Our Corporate and Retail teams consist of dynamic customer focused professionals, and we welcome those looking to contribute to a community dedicated and collaborative team where a real impact can be made through building strong relationships.

Responsibilities

• Respond promptly and courteously to all inbound telephone calls, emails, and website inquiries.
• Maintain high performance levels by conducting all verbal and written communications in a professional, friendly, and helpful manner.
• Handle member inquiries proactively, ensuring follow-up on all requests for a satisfactory resolution and an excellent member experience.
• Ensure member profiles and contact information remain current and accurate across all systems.
• Address high-profile or sensitive matters with urgency, escalating to management or third-party service providers when necessary.
• Follow established protocols for authenticating members and ensuring compliance with privacy requirements while facilitating smooth and productive call centre workflows.
• Monitors and maintains Central 1's Fraud Alert System, and contacts members, as needed.
• Facilitate member contact as part of the dormant account process.
• Assists team members and other departments as required to maintain service consistency.
• Offer feedback on operations and objectives to improve the overall efficiency and productivity of the department.
• Facilitate the smooth hand-off of member interactions to branch teams when in-person service is required.
• Support the Manager of Retail Services with operational tasks, including staff scheduling and special projects.
• Assist members with their financial wellness by educating them on products and services tailored to their needs.
• Identify opportunities for business growth and refer members to appropriate branch specialists for complex financial needs.
• Actively promote current credit union marketing campaigns and new services during every member interaction.
• Maintain up-to-date, thorough knowledge of all credit union offerings to provide accurate and persuasive information.
• Responsible for staying up to date on all Credit Union policies, procedures, and training, to ensure compliance.
• Being a contributing member of various committees as needed, serving on the Social Committee, the Joint Health & Safety Committee, becoming a Fire Warden, etc.
• Other duties as assigned.

Qualifications

• Minimum 2 years of recent experience within a financial institution or equivalent call centre experience.
• Excellent verbal and written communication with a genuine desire to provide solutions and improve the member experience.
• Strong analytical skills with the ability to spot discrepancies of financial information.
• Knowledge of operations within a financial institution.
• Strong computer literacy (Microsoft Word, Excel, Teams)
• Education: High School Diploma required;

Call-To-Action

'Ready to make a difference? Join us at Police Credit Union as a Member Solutions Centre Representative and help our members achieve their financial dreams. Your dedication can turn everyday interactions into meaningful relationships!'

Pay: From $50,000.00 per year

Benefits:

• Casual dress
• Company events
• On-site parking

Application question(s):

• What are your salary expectations for this call centre contract position?
• Are you able to reliably commute daily to 105 Gordon Baker Avenue Monday through Saturday?

Work Location: In person