Occupation Types: Call Centre (Sales and Service)

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!