Job Posting Details

Contact Centre Specialist, Salmon Arm Savings and Credit Union

Location:Salmon Arm, British Columbia
Posting Date:May 23, 2019
Closing Date:until filled
Employment Type:Part-time / Permanent

HR2019.020 Contact Center Specialist, Part Time
Salmon Arm, BC

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 on the communities we serve in the Shuswap region: we are committed to corporate social responsibility. We also 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 spectacular natural scenery, and you’ll see why SASCU is an award-winning employer. Plus, you'll have the added benefit of working at our welcoming Uptown branch, recognized for its sustainably focused building design.

As a Contact Centre Specialist, you will be guided by four principles:

• Ensuring that the member is at the centre of all we do

• Creating a warm, welcoming environment for every member

• Enjoying yourself and sharing your enthusiasm with our members

• Taking personal responsibility for the member experience

In so doing, you will support the efficient delivery of sales and service via telephone, electronic and digital channels for members, uncovering their service needs and life events and making the appropriate connections within the SASCU sales team. While this position has no face-to-face contact with members, potential members or the public, it requires a high level of interpersonal skills to engage members and provide service delivery through contact channels.

As the successful candidate for the role of Contact Centre Specialist, with both service delivery and sales delivery accountabilities, you will:

• Take personal responsibility for the delivery of the SASCU Member Experience and contribute to a warm, welcoming environment over telephone, electronic and digital channels;

• Use member information (ACE, etc.) not only to effectively and accurately answer member questions and concerns but also to proactively make recommendations on products and services;

• Acknowledge and address member concerns, take appropriate action to resolve and, if appropriate, transfer calls using complaint-handling guidelines;

• Respond to and process member transactions for non-cash related deposit products and services;

• Participate in all programs established to enhance the SASCU Member Experience (e.g. member feedback tracking, Voice of Member program  (NPS));

• Keep current on business information as it pertains to the position and the delivery of quality service to members;

• Perform activities in accordance with SASCU’s service standards.

• Engage the member in conversation to uncover opportunities for SASCU to assist them with reaching their goals, and connect the member to the appropriate person for more complex requests;

• Provide accurate, relevant information on SASCU’s products and services;

• Participate in regular sales team meetings, and other meetings and/or projects, as assigned;

• Support networking activities to build the membership base and have a positive impact on the community;

• Perform other duties, as assigned.


The ideal candidate will possess the following skills and experience:

• Secondary school diploma, plus 1 to 3 years of sales experience in a service-oriented environment, with at least one (1) year in a Service Representative role  with demonstrated sales success;

• Credit Union Institute of Canada 185, 210 and 240 (or ability to complete within required time).

Additional Competencies:

• Excellent communication skills, including the ability to listen, hear and convey information in a clear and welcoming manner;

• Strong problem-solving and analytical ability;

• Ability to quickly acquire a solid understanding of SASCU products and services (as identified on the SASCU Product Knowledge Standards), and branch and specialist roles;

• Strong comfort level with technology and proficiency with SASCU’s digital systems;

• Demonstrated ability to multi-task in a fast-paced environment;

• Commitment to continuous learning and self-development;

• Ability to act according to SASCU’s Values, Service Standards, and leadership competencies.

This position provides an excellent opportunity for a community minded individual to further their career within a successful and growing organization. SASCU is a community-based, financial co-operative, which offers a full range of insurance, banking and financial services. As of December 2018, SASCU is owned by more than 19,000 members with assets of over $770 million under administration.

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

To apply, please mail or email a cover letter and résumé.