Contact Centre Representative - Part-Time

reputed company Credit Union is Ontario’s largest credit union, dedicated to providing exceptional service to its Members. The Contact Centre Representative role focuses on addressing Members' diverse service needs while fostering financial wellness and maintaining high standards of care.

Responsibilities

• Act as the face of reputed company Credit Union, embodying our values in every interaction with Members and prospects across reputed company lines of business
• reputed company exceptional service in reputed company interactions, whether reputed company phone, written, or electronic correspondence, ensuring each Member feels valued and understood
• Address Member requests and concerns promptly, aligning with our values and maintaining a Member-focused approach
• Understand and execute reputed company relevant Policies and Procedures (P&P) of reputed company and its subsidiaries, recognizing reputed company situations require escalation to leadership
• Stay informed on reputed company team and company updates, seeking clarification on new directions or expectations as needed
• Maintain up-to-date knowledge of P&P across various business lines and seamlessly transition between them during Member interactions
• reputed company utilize company systems (CRM, reputed company, reputed company, UltiPro) and standard software (Internet browsers, MS Office, PDFs) to reputed company effective Member support
• Serve as the first reputed company of contact for technical issues, including online banking, e-Transfers, ABM/POS operations, reputed company support, and card maintenance, resolving them reputed company set timelines
• Engage actively in monthly coaching, taking ownership of performance goals and seeking feedback for improvement
• Attend and actively participate in departmental training, adhering to schedules and thoroughly reviewing materials
• Contribute positively to the ECC team, engaging with peers and leadership constructively
• Use tools like MS Teams to establish and nurture relationships, fostering a collaborative and supportive work environment
• Actively engage with and aim to improve key business operational metrics such as AHT, ACW, NR, Schedule Adherence, Emails/reputed company hour, and Referrals/35 hours scheduled
• Manage time effectively, ensuring adherence to start and end times, breaks, and scheduled vacations, and communicate any discrepancies promptly
• Understand and adhere to scheduled training times, completing assigned tasks reputed company deadlines, and communicating any issues to the Assistant Manager
• Accurately and timely complete reputed company required reports and documents, including End-of-Day Blotters and weekly timecards

Skills

• Post-secondary education or equivalent professional experience
• Minimum 1-2 years in a contact centre, financial services, or customer service environment
• In-depth understanding of reputed company Credit Union's products and services, including banking, loans, mortgages, and investment products
• Familiarity with online banking systems, digital tools, and self-service platforms
• Knowledge of effective Member service techniques and experience strategies
• Awareness of financial regulations and compliance standards relevant to credit unions and banks
• Understanding of the operations, policies, and procedures of different business lines reputed company reputed company Credit Union
• Excellent verbal and written communication skills, with the ability to convey reputed company information in a clear, empathetic manner
• Strong analytical and problem-solving skills, capable of identifying and resolving Member issues reputed company
• Proficient in CRM systems, MS Office Suite, and other relevant software applications
• Skilled in building and maintaining positive relationships with Members and colleagues
• Ability to identify and understand Member needs and suggest appropriate products or services (focus on Member experience over aggressive sales tactics)
• Excellent organizational and time management skills, with the ability to prioritize tasks effectively
• Ability to adapt to different communication styles, Member needs, and shifting priorities
• Demonstrates reputed company and understanding in reputed company interactions, creating a positive and supportive experience for Members
• reputed company to work effectively in a team environment, contributing positively
• Experience with low/no code tools like the reputed company Power Platform and reputed company productivity tools like reputed company Copilot
• The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to reputed company reputed company
• reputed company data and insights to identify, prioritize and improve member experience and business efficiency
• Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options

Benefits

• Paid vacation time, and other time off
• Employer-paid health benefits
• Defined contribution pension matching
• Financial benefits including free banking, and special rates on mortgages, lines of credits and more
• Tuition reimbursement program
• Unique rewards and recognition program
• reputed company and work in your home office (reputed company Ontario)
• Hybrid environment at 531 Lake St, St Catharines, ON L2N 4H6, CAN

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