Contact Centre / Financial Services Representative

Contact Centre / Financial Services Representative

Reports to: VP-Retail Services
Salary Pay Band: 9 ($38,670 – $51,560)
Last Revised: June 2022

Position Overview
Summerland Credit Union (SCU) Contact Centre / Financial Service Representative (CC FSR) plays an essential front-line role on the branch team and is dedicated to assisting and advising members with their financial needs. They understand the importance of placing the right products and services in the hands of our members or referring them to fellow experts. Building trust and loyalty with each member interaction, the CC FSR gains a deeper understanding of the member needs to deliver financial solutions that will enhance their financial well-being.

A key function of this role is to utilize networking, make sound decisions, recommendations, and / or referrals to support growth, retention, and profitability. The CC FSR strives for an exceptional level of service and plays a vital role in front line member interaction to maintain positive member relationships while enhancing the brand of SCU throughout the region as a respected leader of financial solutions.

Key Responsibilities

Sales & Service Promotion
Creating value; growing member relationships; learning and development
• Develop member relationships, as well as promote and complete the sale of a range of deposit products by identifying and pursuing opportunities within existing member portfolio through referrals
• Provide individualized financial counseling and information to members on loan services, electronic services, credit cards, deposit and services products offered, including evaluating loan requirements, and making recommendations to lending staff
• Respond to members’ enquiries positively by providing information on the features of each product and service; resolve routine member problems and concerns with all credit union products & services or refer members to another team member for lending.
• Proactively contact members periodically to identify present and future needs for additional opportunities
• Keep apprised of changing rules and regulations pertaining to relevant legislation requirements, lending, deposit products and services.
• Provide support for other departments or positions as required

Member Experience & Community Involvement
Building member loyalty; staying informed; building community connections
• Build member loyalty and trust by exercising sound judgement and thoughtful consideration in delivering exceptional member experience
• Gain a deep understanding and demonstrate commitment to living our Vision, Mission, and Values
• Cultivate new opportunities and enhance long term relationships that contributes to a positive member experience while building future opportunities
• Demonstrate functional knowledge of all products and services and use active listening skills when interacting with members to identify financial needs, goals, and objectives
• Maintain a professional appearance and organized workspace; with each member interaction provide a welcoming environment by using their name and addressing needs/concerns in a professional manner
• Enhance own profile and professional image in the community by participating in community events, associations and/or partnerships
• Effectively and efficiently complete various member servicing activities and administrative duties.

Employee Experience
Engagement; teamwork; leadership; learning; commitment; accountability
• Promote teamwork and cooperation as a peer leader; act as a mentor and role model to share knowledge and skills to assist and support talent development
• Maintain and expand technical knowledge of financial products, systems, and services
• Maintain a positive, responsive, and respectful relationship with peers
• Recognize and celebrate team successes; encourage teamwork and collaboration
• Support staff and encourage collaboration to accomplish common goals.

Risk Management
Member confidence; risk/loss mitigation
• Ensure all documentation pertaining to accounts, products and services is prepared and/or executed in accordance with established policies, procedures, and relevant legislation
• Adhere to all policies and procedures to mitigate risk of loss to SCU
• Demonstrate a high level of risk management knowledge and ensure adherence to all legislative and regulatory requirements
• Maintain up to date and complete Member files with documentation in hardcopy and/or electronic form as required
• Display confidence and exercise sound judgement in decision making

Skills & Attributes
• Passion for delivering exceptional member/client service and dedicated to building strong relationships and connections in the community
• Committed to professional growth and development. Responsible for ensuring skills and knowledge are up to date to meet industry and position requirements
• Grows member relationships by actively listening and asking open ended questions to add value beyond members’ immediate requests
• Instills confidence and trust of others through thoughtful, clear, and open communication
• Exceptional interpersonal skills with the ability to communicate effectively both verbally and in writing

• Ability to quickly adapt to changing priorities and a willingness to tackle new challenges
• Displays awareness of the financial services industry and understands the components for organizational success
• Takes a proactive and respectful approach in addressing problems, issues, or conflict with a positive view to reaching new and better solutions
• Gains the confidence and trust of others through honesty and integrity
• Demonstrates strong attention to detail and accuracy in completing work and providing information
• Demonstrates a good knowledge of computer skills, including MS Windows and Office program environments, as well as the banking system.

Experience & Education
• Minimum three (3) years’ experience financial, retail or hospitality industry
• Secondary school diploma
• Minimum one-year post-secondary formal education, or equivalent
• Completion of CUIC Fundamentals of Personal Financial Planning course
• Maintain proficiency with developing systems, applications, and productivity programs
• Combined experience and post-secondary education in the areas that are directly related to industry will be considered.

Supervisor, Contact Centre

Create your future with SASCU. We invite you to be part of a team where you can feel good about the work you do and the positive impact you will have in the communities we serve in the Shuswap. We believe in fostering a work environment that is the perfect blend of friendliness, support, and professionalism (not to mention fun)! Add in a comprehensive total rewards program which includes a competitive base salary and variable pay program, plus health and retirement benefits and much more!

As Supervisor of the Contact Centre, you will supervise and lead the day-to-day activities of the Contact Centre Specialists to achieve objectives, ensure operational efficiency, and that SASCU’s Member Experience is consistently delivered through all SASCU contact channels. Additionally, you will provide coaching to staff to execute SASCU’s sales and advice strategy and achieve member and employee engagement targets. You will actively interact with members via electronic and digital channels.

 

What you’ll do:

  • Lead and develop the Contact Centre Specialists to actively identify opportunities to recommend products and services to meet member needs and make quality referrals to sales team as appropriate.
  • Work with the Manager, Contact Centre to develop a proactive strategy to continually add value during member interactions and have a positive impact on the community.
  • Take ownership of member concerns and resolve or support Contact Centre staff in correcting complex and/or difficult member service situations.
  • In conjunction with the Manager, Contact Centre, develop a team environment between the Contact Centre and all business lines.
  • Ensures adherence to service standards through ongoing observation, communications, and training.
  • Lead reports through the annual performance management process using goal setting, interim reviews, feedback and year-end reviews to improve results.
  • Works with the Manager, Contact Centre to collect and analyze Contact Centre statistics to proactively improve service delivery.

What you’ll bring:

  • At least two years of post-secondary education.
  • Four to six years progressive financial industry experience in a sales and service capacity, including experience within a call or contact centre, and one year of experience in a leadership role.
  • Demonstrated ability to provide effective leadership to staff through on-going coaching and feedback.
  • Solid experience in credit union products and services, consumer lending, and investments.

You’re perfect for this role if you:

  • Have excellent communication and interpersonal skills.
  • Are able to provide exceptional member service.
  • Display aptitude and comfort using technology and learning new systems and programs.
  • Are committed to continuous learning and self-development.

 

This is a full-time Monday to Friday position. Flexibility is expected and may include working Saturdays as needed. It is an excellent opportunity for a community-minded individual to further their career within a successful and growing organization. If this sounds like you, let us know! To apply, please email a cover letter and résumé to us at hr@sascu.com.

 

A bit about SASCU:

SASCU Financial Group offers a broad range of personal and business financial services through SASCU Credit Union and its three lines of business: SASCU Insurance, SASCU Wealth, and Commercial banking. SASCU Credit Union branches are in Sicamous and Sorrento, plus two in Salmon Arm. Established in 1946, SASCU has more than 19,000 members, 150 staff, and over $1 billion in assets. Learn more at www.sascu.com

We thank all candidates for their interest, however, only those selected for an interview will be contacted. The successful candidate will be required to meet fidelity bonding requirements, including completion of references, a criminal record check, and credit check. Employment offers will be conditional on the candidate providing satisfactory proof of COVID-19 vaccination, subject only to valid legal or medical exceptions, and complying with all pandemic/epidemic control measures affecting the workplace.

Supervisor Member Advisor

SUPERVISOR MEMBER ADVISOR
 

Permanent Full-Time

Closes February 8

North Battleford Advice Centre

* Varied shifts that include evenings, Saturdays and Sundays

Annual Wage: $57,454 – $71,817

Would you like to earn above average pay helping members meet their financial goals, maintain a strong work life balance, a flexible schedule and have the security of a career – path supported by your organization? We offer that and so much more.

THE COMPANY – Our Purpose is to redefine banking by helping Canadians simplify their lives and reach their financial goals by reinvesting profits into our members, communities and our people. Now that Responsible Banking!

Click the link below to see what Innovation Credit Union is about! Trust us, you are going to want to learn more about who we are!

Innovation Credit Union – About Us (innovationcu.ca)

THE POSITION: This position would appeal to anyone who strives to go above and beyond in providing world class financial services by building trust to help simplify our members lives. How does one do this? Glad you asked!

A Supervisor of Member Advisors does the following:

  • Coach and mentor  staff to exceed member experience standards, while developing a strong team environment
  • Lead team in the adoption of the Omni-Channel Delivery System
  • Oversee  sales plan, ensuring targets and service standards are met
  • Oversee effective portfolio management
  • Manage all Member Advisors scheduling
  • Ensure all Member Advisor activities are originated within legislation, policy, practices and organizational values
  • Ability to manage employees in the Advice Centre and Virtually
  • Perform the duties of a Member Advisor

 

The ideal candidate has a solid understanding of the duties and functions of Member Advisor roles (digital and front-line) to aid in identifying areas to provide top end solutions to the organization. A natural desire to want to teach and share knowledge is associated with someone in this role. An investigative mindset is at play to be able to resource solutions to issues that are arising with a proactive approach for resolving for the future. Inherently, this person seeks to find efficiencies, to produce sales and thrives in change situations. This individual loves technology, uses our alternate/omni channels personally, and aspires to be an impactful leader.

Why Should You Apply?

  • Minimum of one year of related post-secondary education and 4 – 6 years’ of financial services experience or an equivalent combination of education and experience
  • Diploma or degree in a related discipline (Business Administration, Commerce, Technology Management, Marketing, etc.) would be an asset
  • Proven success in leading teams
  • Completion of sales and/or supervisory training would be considered an asset
  • Strong computer and technology skills (Microsoft Office 365 programs, Skype, Omni solutions etc)
  • Demonstrated commitment to continuous education and personal development

Interested?

CLICK the Apply Today button 🙂

 

Manager – Member Advisors

MANAGER MEMBER ADVISOR
Permanent Full Time

* Varied shifts that include evenings, Saturdays and Sundays on call

Cut Knife, Wilkie, Meota and Hafford and Digital Advice Centre

Closes January 31st

Salary Range: $72,021 to $90,026 annually

At Innovation Credit Union, we redefine banking by helping Canadians simplify their lives and reach their financial goals by reinvesting profits into our members, our communities and our people. Now that’s responsible banking!

Are you driven by creating solid relationships with a passion for proactively building and growing your skillset to help your team achieve their goals?

Are you adept at identifying what’s needed to help support our effort to provide world class financial service wherever our members are and whenever they need us?

Are you motivated by working to elevate our people, business units and organization by providing exceptional, timely advice and guidance and through promoting accountability and leadership across the organization?

Does being part of strong sales team in an award winning organization intrigue you?

Do you thrive in a digital world and are you inspired by the vision to be the most responsive and innovative financial service organization?

Are you motivated to be part of an exciting journey to become one of Canada’s first Federal Credit Unions, providing Innovation Credit Union the unique ability to seamlessly provide service to members all across Canada?

If these sound like what you want out of a career, please read on….

Reporting to the Vice President Member Advisors, this position will oversee the daily activities of our  Member Advisors in the  Cut Knife, Wilkie, Hafford and Meota and Digital Advice Centre, providing coaching and development of the team to ensure exceptional member service be it digitally or face-to-face. The position is responsible for developing and implementing service strategies to expand the client base, enhance member relationships, manage the member service process, and enhance the integration of these services with the credit union.

The ideal candidate has a solid understanding of the duties and functions of Member Advisor roles (digital and front-line) to aid in identifying areas to provide top end solutions to the organization. A natural desire to want to teach and share knowledge is associated with someone in this role. An investigative mindset is at play to be able to resource solutions to issues that are arising with a proactive approach for resolving for the future. Inherently, this person seeks to find efficiencies, to produce sales and thrives in change situations. This individual loves technology, uses our alternate/omni channels personally, and aspires to be an impactful leader.

The Manager Member Advisors does the following:

  • Coach and mentor  staff to exceed member experience standards, while developing a strong team environment
  • Lead team in the adoption of the Omni-Channel Delivery System
  • Oversee  sales plan, ensuring targets and service standards are met
  • Oversee effective portfolio management
  • Manage all Member Advisors scheduling for related Advice Centre
  • Ensure all Member Advisor activities are originated within legislation, policy, practices and organizational values
  • Ability to manage employees in the Advice Centre and Virtually
  • Perform the duties of a Member Advisor

Why Should You Apply?

  • You want to be an ambassador of a forward-thinking, member focused organization
  • You have 2 Years post-secondary education in related field and all courses required of the Relationship Manager/Credit Specialist roles
  • You have a minimum 5-7 years’ experience in relationship banking with knowledge and experience in all areas
  • Proven high standard of verbal and written communication skills and attention to detail
  • Proven collaboration skills with the ability to build relationships with various stakeholders
  • Proven ability to manage cross functional projects and prioritize deliverables to meet deadlines
  • Knowledge and understanding of the regulatory environment that impacts the financial services industry
  • Demonstrated commitment to continual professional development


Interested?

CLICK the Apply Today button 🙂

Salary Range: $72,021 to $90,026 annually

Customer Success Representative

Concentra Bank is a purpose-based organization, striving to create the future of banking. We are embarking on a bold plan to evolve and grow a diversified, top tier performing company delivering greater value to employees, customers, and owners.

As an innovative and future-focused company, we form partnerships to deliver industry-leading financial solutions to our customers. We offer a wide range of financial solutions including specialized banking, consumer finance, treasury, wealth and trust services and more. We strive to be among the most trusted organizations in Canada by solving problems for our customers and offering a positive, seamless clients experience.

Concentra employees enjoy a competitive total rewards package and flexible work environment. We are looking for a results-oriented individual to join our team in one of our corporate locations (Regina, Saskatoon, Surrey, Toronto) or in a home office environment.

Customer Success Representative (Full-time Permanent)

This position’s primary purpose is to assist credit unions, commercial clients, internal and direct clients with their service needs within a call centre environment.

Key Outcomes:

The Customer Success Representative is responsible to deliver a positive client experience by answering a diverse range of incoming client inquiries pertaining to financial and trust products including providing information, clarification and interpretation of program agreements, pricing, program requirements, administration instructions, product legislation and regulatory/compliance requirements, and analyzing client needs and providing solutions to meet those needs.

This role proactively support credit unions by managing time frames to most effectively support incoming and outbound service requests and escalating client issues or problems for resolution.

The Customer Success Representative supports the department in the achievement of its business plan by maintaining consistent personal upgrading of required knowledge, providing high quality client service, and providing recommendations for efficiencies.

Qualifications:

  • One year of post-secondary education with 2-4 years comprehensive knowledge and experience working with registered plans and mortgages
  • Resourceful team player with excellent communication and interpersonal skills, complemented by proven time management and problem solving skills
  • Good working knowledge of the Portfolio data system would be an asset

Applications for this opportunity accepted until end of day October 4, 2021. To apply, please visit our Career page at www.concentra.ca

At Concentra, our goal is to achieve a workforce as diverse as the people we partner with. We encourage all members of the designated groups; aboriginal people, persons with disabilities, women, visible minorities and others to join our team. Concentra strives to provide a safe and respectful work environment free of discrimination and harassment and is committed to an inclusive, barrier-free recruitment and selection processes. 

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Manager, Contact Centre

Join the Cornerstone Crew!

Manager, Contact Centre

 

Be Part of Something . . . . .

Cornerstone Credit Union is seeking a highly motivated and exceptional leader that will provide operational direction for its Member Contact Centre. Reporting to the Director, Retail Banking, the successful candidate will manage the day to day operations of the Member Contact Centre, delivering a full range of member services via telephone and electronic means.

The successful individual will lead, coach, mentor, develop and motivate a team of professionals in a relationship based advisory service model that will provide exceptional member service in the delivery of a full suite of financial products and services.

This role is positioned to lead the branch’s team of Financial Services Advisors in developing new business relationships and capitalizing on opportunities to enhance relationships with existing members and clients. The successful candidate will work closely with the Director, Retail Banking to prepare budgets, set sales objectives and priorities as well as operational standards for the department.

The Manager, Contact Centre will manage all department activities to ensure compliance with sound business practice, legislation, regulations, policies and procedures.

 

What we are looking for . . . . .

The ideal candidate will be a team-oriented, community minded individual with post-secondary education in business plus four to six years of lending and/or management related experience or an equivalent combination of education and experience.

This individual must be comfortable making independent decisions and solving problems. Proven leadership skills and the ability to coach, establish performance standards and evaluate performance are required. Exceptional communication skills as well as a demonstrated commitment to excellence and member service are a necessity.

A commitment to continuous learning and development is an important part of being on our team as well as taking pride in caring for our external and internal members and providing top-notch member service!

 

What You Will Receive . . . . .

Cornerstone Credit Union is a caring and compassionate organization.

We offer a competitive total compensation package that includes a great employee benefits program, matched pension contributions along with wellness and employment perks that contribute to a positive working environment and encourages work/life balance! As Cornerstone Credit Union’s Contact Centre has extended hours including Saturday’s, the successful candidate may select to work at any of Cornerstone Credit Union’s Saskatchewan branches or initiate a flexible work arrangement that will work for both you and Cornerstone Credit Union.

We also offer an incentive program that rewards employees for outstanding individual performance!

The salary will reflect your experience and qualifications.

 

We Say We Care, and We Mean It . . . . .

Cornerstone Credit Union has been one of Saskatchewan’s Top Employers for 5 consecutive years. Wouldn’t you want to be a part of that!

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

https://cornerstonecu.prevueaps.com/jobs/179760-37571.html

Manager Retail Advisory

Manager Retail Advisory

Location: Fort St John

North Peace Savings and Credit Union, serving Northern British Columbia, is recruiting for a permanent full time Manager Retail Advisory in our Fort St John Branch.

Reporting to the Senior Manager Retail Advisory, the Manager, Retail Advisory leads and manages Financial Advisors and Member Advisors located across all branches, who are responsible for relationship building and sales of a full range of personal deposit and lending products and services, quickly and efficiently probing to uncover and assess overall needs of all members  and identify opportunities to deepen the engagement with the member.  Through managing, coaching and inspiring employees, the Manager, Retail Advisory meets team objectives by engaging in activities to achieve superior member experiences, optimal business retention, growth and productivity.

The Manager Retail Advisory will work closely with the Senior Manager, Retail Advisory as a leader who is passionate about building lasting relationships. The successful candidate will be creative, energetic, and have proven abilities business development and strong financial acumen and a strong commitment to service and clear understanding of the competitive environment in which North Peace Savings and Credit Union operates. To apply, please provide a cover letter and résumé in confidence to:

Olivia Young, Senior Manager People and Culture

North Peace Savings and Credit Union

10344-100th St

Fort St. John, BC, V1J 3Z1

Fax: 250-787-9191 or E-mail: careers@npscu.ca

For a complete role description, visit: www.npscu.ca

North Peace Savings thanks all applicants for their interest; however, only those selected for an interview will be contacted.

Senior Client Support Administrator

Concentra Bank is a purpose-based organization, striving to create the future of banking. We are embarking on a bold plan to evolve and grow a diversified, top tier performing company delivering greater value to employees, customers, and owners.

As an innovative and future-focused company, we form partnerships to deliver industry-leading financial solutions to our customers. We offer a wide range of financial solutions including specialized banking, consumer finance, treasury, wealth and trust services and more. We strive to be among the most trusted organizations in Canada by solving problems for our customers and offering a positive, seamless clients experience.

Concentra employees enjoy a competitive total rewards package and flexible work environment. We are looking for a results-oriented individual to join our team in Ontario, working in a home office environment.

Senior Client Support Administrator (Full-time, Permanent)

This position’s primary purpose is to assist credit unions, commercial clients, internal and direct clients with their service needs within a call centre environment.

Key Outcomes:

The Sr. Client Support Administrator is responsible to deliver a positive client experience by answering a diverse range of incoming client inquiries pertaining to financial and trust products including providing information, clarification and interpretation of program agreements, pricing, program requirements, administration instructions, product legislation and regulatory/compliance requirements, and analyzing client needs and providing solutions to meet those needs.

This role proactively support credit unions by managing time frames to most effectively support incoming and outbound service requests and escalating client issues or problems for resolution.

The Sr. Client Support Administrator supports the department in the achievement of its business plan by maintaining consistent personal upgrading of required knowledge, providing high quality client service, and providing recommendations for efficiencies.

Qualifications:

  • One year of post-secondary education with 2-4 years comprehensive knowledge and experience working with registered plans and mortgages.

  • Resourceful team player with excellent communication and interpersonal skills, complemented by proven time management and problem solving skills

  • Good working knowledge of the Portfolio data system would be an asset

Applications for this opportunity accepted until end of day August 16, 2021. To apply, please visit our Career page at www.concentra.ca.

At Concentra, our goal is to achieve a workforce as diverse as the people we partner with. We encourage all members of the designated groups; aboriginal people, persons with disabilities, women, visible minorities and others to join our team. Concentra strives to provide a safe and respectful work environment free of discrimination and harassment and is committed to an inclusive, barrier-free recruitment and selection processes. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Member Service Representative 2 – RC – Union

Together, Let’s Do Great Things!

We’re the largest financial institution based on Vancouver Island and the Gulf Islands, and we’ve got an opportunity for you. We  are looking for a Member Service Representative 2 in our Relationship Centre who is and is eager to help members and clients meet their financial needs through a variety of emerging channels. We are not your average call centre! We are passionate about building relationships with our members. It’s so important to us, it’s in our name! So if you’re an individual who is passionate about providing superior member service, and excited about being a part of the Relationship Centre success, we’d like to hear from you!

Hours

This position will have hours scheduled between 7:30am to 8:30pm Monday to Friday and 7:30am to 4:30pm Saturday. Shifts may vary with a combination of daytime and evening work.

As per Appendix A-2 in the Collective Agreement, “shift work ending after 6:00pm up to and including 8:30pm will be paid a premium of five percent (5%) above the employee’s regular rate for all hours worked beyond 6:00pm”.

What’s the role?

As a Member Service Representative 2, under general supervision you will provide a full range of member driven transactions with respect to all credit union services (deposit and some lending products) through a variety of emerging channels. Coastal Community Credit Union strives “to be the leaders in building relationships that improve financial health, enrich people’s lives and build healthier communities” and it is your responsibility as the Member Service Representative 2 in this emerging member service position to be the primary point of contact for members and carry the vision statement forward in order to build, maintain, attract and expand the member’s relationship with the credit union.

Your duties will include:

  1. Providing sales and service expertise to inform members of new products/services and changes to existing products/services.
  2. Identifying and actively pursue internal referral opportunities to develop business through a variety of alternative channels; as well as work to achieve sales objectives.
  3. Completing member driven requests, ensuring that documentation is started and/or completed and/or appointments scheduled to finalize all documentation, including but not limited to opening new memberships.
  4. Initiating/completing and forward for approval and signing, member applications for a variety of products including but not limited to registered and non-registered products, Mastercards and campaign Quick Loans.
  5. Handling member inquiries ensuring proper resolve on all matters. Confidently resolve member concerns/issues should they arise.
  6. Inquiring as to what the member’s request is; for transactions that cannot be completed within the primary work area, inform the member of the documentation required in branch to complete the request.
  7. As required, authorizing transactions of other employees within own signing limits and provide guidance to same.
  8. Performing other related duties as required.

What are we looking for?

  • 1–3 years financial experience or an equivalent combination of education and experience
  • The incumbent will have completed CUIC 185 or CUIC 200 and be actively pursuing further education
  • Enrolled in and/or completed a recognized public speaking course
  • Successfully completed the Level II exam
  • Completed or actively working on all required annual courses.
  • A proven sales record, above average MSR1 skills, and demonstrated positive leadership skills are required
  • Previous call centre experience an asset.

Ideally, you are a flexible, collaborative team player with:

  • Working knowledge of credit union products and services, the DNA Banking System, administration procedures and accounting. You must effectively listen to and engage members in conversation to understand and identify their immediate financial needs, and provide resolution through sourcing information, matching an appropriate product/service and/or referring members to the appropriate individual to complete their request.
  • Excellent communication skills and the ability to articulate in a clear, concise manner is required to transfer information and understanding to members.
  • Interviewing skills and the ability to ask probing questions are required, as well as having the flexibility to adapt to each request and move between a variety of member concerns/questions/requests without knowing the nature of the request prior to the conversation.
  • The ability to multitask with above average keyboarding and internet/computer navigation skills for searching on-line client data and product information while simultaneously conversing with the member is essential to ensure that members receive excellent member service.

If you’re an approachable problem solver who embraces self-development and life-long learning, you’ll be a great fit with us.

Who are we?

Coastal Community has been in business over 70 years, and we’re proud of the things that make us who we are:

  • We’re 100% member-owned and locally-based—all of Coastal Community’s operations, Board of Directors and employees are based on Vancouver Island and the Gulf Islands, with all decisions made locally.
  • We’re a growing organization with over 2.5 billion in Credit Union assets, serving over 100,000 members and clients through our 24 branches, 16 insurance offices and 4 business centres.
  • We believe in making meaningful contributions to the communities we call home, and in the last five years alone, we’ve contributed $2.5 million to community partners across our islands.

If you join us you’ll work hard, but have a lot of fun along the way. We offer a generous compensation package and a great work/life balance because we want you to spend your career here. Many people do!

Contact Centre Specialist

This is a great opportunity to join a growing and enthusiastic team!

Create your future at SASCU. We invite you to be part of a team where you can feel good about the work you do and the positive impact you will have in the communities we serve in the Shuswap. We believe in fostering a work environment that is the perfect blend of friendliness, support, and professionalism (not to mention fun)! Add in a competitive salary, and perks such as our employee incentive plan, reduced banking fees, and spectacular natural scenery, and you’ll see why SASCU is an award-winning employer.

As a Contact Centre Specialist, you assist our members over a variety of communication channels, providing greater service, uncovering their service needs and life events, and making the appropriate connections within the SASCU team. With no in-person contact, this position requires exceptional interpersonal skills.

What you’ll do:

  • Take personal responsibility for delivery of the SASCU Member Experience and contribute to a warm and welcoming environment over telephone, electronic, and digital channels.
  • Use member information to not only effectively and accurately answer member questions and concerns, but proactively make recommendations on products and services.
  • Acknowledge and address member concerns and take appropriate action to resolve them.
  • Respond to and process member transactions for non-cash related deposit products and services.
  • Engage the member in conversation to uncover opportunities for SASCU to assist them with reaching their goals; connect the member to the appropriate person for more complex requests.
  • Support networking activities to build membership base and have a positive impact on the community.

What you’ll bring:

  • Secondary school diploma, plus 1-3 years of sales experience in a service-oriented environment, with at least one year in a Service Representative role with demonstrated sales success.
  • Excellent communication skills including the ability to listen, hear, and convey information in a clear and welcoming manner.
  • Strong problem-solving and analytical ability.
  • Strong comfort level with technology and proficiency with digital systems.
  • Demonstrated ability to multi-task in a fast-paced environment.
  • Commitment to continuous learning and self-development.

This position provides an excellent opportunity for a community-minded individual to further their career within a successful and growing organization. If this sounds like you, let us know! To apply, please email a cover letter and résumé to us at hr@sascu.com.

This is a part-time, Monday to Saturday position requiring flexibility to work within the business hours of SASCU’s Contact Centre.

A bit about SASCU:

SASCU Financial Group offers a broad range of personal and business financial services through SASCU Credit Union and its three lines of business: SASCU Insurance, SASCU Wealth, and Commercial banking. SASCU Credit Union branches are in Sicamous and Sorrento, plus two in Salmon Arm. Established in 1946, SASCU has more than 19,000 members, 150 staff, and over $900 million in assets. Learn more at www.sascu.com

A note on COVID-19:

Additional safety precautions have been put in place to protect SASCU staff and the public. More details can be found here: sascu.com/covid-19-response. Further information will be provided later in the recruitment process.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

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