Contact Centre Representative - Part-Time

Meridian Credit Union • Toronto, ON

2d • CA$45,000 - CA$49,823 • Hybrid

About The Position

The Contact Centre Representative's primary role is to provide exceptional service, responding to and addressing Members' diverse service needs. This position is centered on delivering outstanding support, fostering a positive and supportive environment for every Member interaction. The representative is the first point of contact for Members seeking assistance, responsible for actively listening to inquiries and concerns, providing timely and accurate responses, and ensuring every Member feels valued and understood. The goal is to resolve service-related issues efficiently while maintaining high standards of Member care. While the focus is on service, there is an opportunity to enhance Members' financial wellness by understanding their needs and situations to identify ways to improve their financial health and deepen their relationship with Meridian. This aspect of the role focuses on nurturing trust and providing relevant financial guidance and support, rather than pursuing sales or referrals as primary objectives. The contribution will also align with Meridian's commitment to Environmental, Social, and Governance (ESG) principles, woven into the service approach, reflecting a dedication to responsible banking and the well-being of Members and the broader community. The role contributes to the long-term financial wellness and satisfaction of Members, reinforcing Meridian Credit Union's values and mission.

Requirements

• In-depth understanding of Meridian 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 within Meridian Credit Union.
• Excellent verbal and written communication skills, with the ability to convey complex information in a clear, empathetic manner.
• Strong analytical and problem-solving skills, capable of identifying and resolving Member issues efficiently.
• 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 empathy and understanding in all interactions, creating a positive and supportive experience for Members.
• Able to work effectively in a team environment, contributing positively.
• Post-secondary education or equivalent professional experience.
• Minimum 1-2 years in a contact centre, financial services, or customer service environment.
• Member Focus - Personally demonstrating that our Members are our highest priority.
• Proactive - Seize the initiative by anticipating needs and identifying opportunities to provide a higher level of service.
• Open Communication - Engaging in honest and transparent dialogue to develop mutual understanding, trust and cultivate deeper relationships.
• Business Savvy - Continuously acquiring the knowledge needed to do one’s job to the fullest, using internal or external resources and applying the knowledge productively.
• Partner Orientation - Initiates opportunities for collaboration and maintains productive relationships to achieve shared goals.
• Integrity - Doing the right thing by always acting with openness, honesty and respect.
• Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working.
• Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
• Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
• Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.

Nice To Haves

• Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset.

Responsibilities

• Act as the face of Meridian Credit Union, embodying our values in every interaction with Members and prospects across all lines of business.
• Provide exceptional service in all interactions, whether via 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 all relevant Policies and Procedures (P&P) of Meridian and its subsidiaries, recognizing when situations require escalation to leadership.
• Stay informed on all 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.
• Efficiently utilize company systems (CRM, Encore, Five9, UltiPro) and standard software (Internet browsers, MS Office, PDFs) to provide effective Member support.
• Serve as the first point of contact for technical issues, including online banking, e-Transfers, ABM/POS operations, Visa support, and card maintenance, resolving them within 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/Ready 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 within deadlines, and communicating any issues to the Assistant Manager.
• Accurately and timely complete all required reports and documents, including End-of-Day Blotters and weekly timecards.

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

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: Associate degree