Member Services Coordinator

Desjardins • Laval, QC

1d • Onsite

About The Position

The incumbent coordinates Member Services operations. He or she organizes daily head office or service centre activities and ensures the quality of services provided to members and customers. More specifically, you will be required to:
Participate in work planning and assigning employees based on identified priorities. To this effect, update work schedules and plan for employee replacement to maintain the smooth operation of member and customer services.
Act as a resource for sector employees and provide them with the necessary support to carry out their activities. Assist them with processes and tools, authorize operations, and resolve cases of greater complexity.
Regularly monitor the queue and make necessary adjustments to boost productivity and improve service quality for members and customers.
Participate in resolving complaints and problems communicated to him or her.
Oversee the service centre's cash management: order, return and supply equipment, record cash transactions and reconcile general ledger accounts.
As needed, carry out monetary transactions and sell convenience products and services (e.g. Desjardins access card, Visa Desjardins card, AccèsD registration, fund transfers, account changes, traveller's cheques, authorized transit limit, inter-caisse authorizations, safety deposit boxes, cash orders). Perform the required operations, and, when necessary, follow up with members and customers.
Ensure that all activities are completed in a timely fashion and in accordance with prescribed quality standards.
Maintain the security of transactions and operations in accordance with current policies, practices and standards

Requirements

• Trade school diploma in a related field
• A minimum of three years of relevant experience
• Knowledge of French is required
• Knowledge of all counter and convenience products and services
• Knowledge of all Desjardins products and services aimed at caisse members and those offered by business centres, components, distribution networks/channels and as well as those of competitors
• Knowledge of security measures, legal framework and internal controls
• Understanding of the philosophy and fundamentals of financial services cooperatives
• Knowledge of policies, legislation, standards and ethics governing the operations of the caisse and its centres
• Knowledge of operating procedures related to convenience products and services and automated and assisted transactions
• Knowledge of service standards
• Available to work five days per week, including one evening
• Action oriented
• Customer Focus
• Differences
• Drive results
• Nimble learning
• Plans and aligns

Nice To Haves

• Other combinations of qualifications and relevant experience may be considered

Responsibilities

• Participate in work planning and assigning employees based on identified priorities.
• Update work schedules and plan for employee replacement to maintain the smooth operation of member and customer services.
• Act as a resource for sector employees and provide them with the necessary support to carry out their activities.
• Assist employees with processes and tools, authorize operations, and resolve cases of greater complexity.
• Regularly monitor the queue and make necessary adjustments to boost productivity and improve service quality for members and customers.
• Participate in resolving complaints and problems communicated to him or her.
• Oversee the service centre's cash management: order, return and supply equipment, record cash transactions and reconcile general ledger accounts.
• Carry out monetary transactions and sell convenience products and services (e.g. Desjardins access card, Visa Desjardins card, AccèsD registration, fund transfers, account changes, traveller's cheques, authorized transit limit, inter-caisse authorizations, safety deposit boxes, cash orders).
• Perform the required operations, and, when necessary, follow up with members and customers.
• Ensure that all activities are completed in a timely fashion and in accordance with prescribed quality standards.
• Maintain the security of transactions and operations in accordance with current policies, practices and standards

Benefits

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree