Member Services Coordinator

Desjardins • Laval, QC

1d • Onsite

About The Position

The incumbent coordinates Member Services operations. He or she organizes daily activities and ensures the quality of services provided to members and customers. He or she participates in all human resources activities.

Requirements

• College diploma in a related field
• A minimum of two 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 transactions
• Knowledge of service standards
• Drive results, 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.
• Plan, manage, and update schedules to ensure the smooth operation of member and customer services and maintain the expected performance level.
• 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 human resources activities and recommend applications (e.g. performance evaluations, promotions, employee selection, disciplinary measures, training, vacation and overtime approval).
• Reinforce the sale, referral to, automation and use of available alternative channels. To this effect, identify needs, provide training and sales coaching, and undertake any necessary follow-up activities.
• Participate in resolving complaints and problems communicated to him or her.
• Produce and analyze various reports arising from the sector's operations. Perform various daily operational control activities (e.g. score card, performance measurements and sector objectives).
• Oversee the caisse's cash management: order, return and supply equipment, record cash transactions and reconcile general ledger accounts, while limiting costs resulting from maintaining liquidity.
• Participate in various mandates related to his or her sector, including the development and standardization of tools, practices, and work procedures, in order to improve efficiency for the sector as a whole.
• Ensure that activities are completed in a timely fashion and in accordance with prescribed quality standards.
• Ensure 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