Virtual Branch Specialist

East Coast Credit Union • , NS

1d • CA$52,132 - CA$61,333 • Remote

About The Position

East Coast Credit Union is seeking a Full-Time Virtual Branch Specialist at a flexible location across Nova Scotia. The role is well suited for an individual with exceptional customer service experience seeking an opportunity in a progressive and innovative organization. The successful applicant must be able to work days and evenings as required. Reporting to the Assistant Manager, Virtual Branch you will be responsible for responding to inquiries and delivering advice and solutions to existing and potential members via all virtual channels including but not limited to telephone, email, live chat, SMS, website, and any future technologies adopted by the Member Advice Centre.

Requirements

• Completed a certificate or diploma in Business (or other relevant academic experience).
• A minimum of 1-year sales and service experience, preferably in the financial industry and/or contact centre environment.
• Superior customer service and business development skills.
• French language proficiency (considered an asset.)
• Passionate about providing exceptional customer service.
• Able to achieve and exceed business/sales objectives.
• Self-motivated with a strong work ethic.
• A critical thinker with problem-solving skills.
• Accurate and have a high attention to detail.
• A great communicator with time management skills.
• Conditional upon the acceptance of an Individual Fidelity Bond Application which includes a criminal check and a credit check.

Nice To Haves

• French language proficiency

Responsibilities

• Identify member needs, provide products and services based on their individual financial needs and goals and refer member to the appropriate department.
• Receive incoming calls and effectively manage digital and online inquiries; perform outbound calls and support any sales and service initiatives as per established goals.
• Recommend and process product and service solutions including but not limited to deposit accounts, term deposits, registered products, card services, digital services, Collabria Credit Cards, Matrix-approved overdrafts and pre-approved lending products within specified guidelines.
• Identify trends in service recovery incidents and proactively recommend solutions to avoid reoccurrences.
• Assist the branch network in booking in-person and telephone appointments. Ensure accurate member information and requests are recorded in the appointment scheduling software.
• Champion the understanding and provide support, demonstrations and advice to members using all virtual and self-serve channels.
• Capture member feedback on virtual and digital services and escalate feedback to the appropriate department. Provide recommendations on enhancements to online services.
• Exhibit a team approach, provide project support and complete other duties as assigned.

Benefits

• Outstanding culture and opportunity to join an engaged and community-focused team
• Tuition reimbursement, training and personal development
• Competitive compensation ($52,132.28 – $61,332.67) and benefits with performance-based incentives
• Generous benefit package including a Flexible Health and Dental Plan (paid 100% by employer)
• Up to 9% contribution with employer match in the Defined Contribution Pension Plan.
• Wellness credit
• Reduced rates on employee loans/mortgages
• Paid volunteer time

What This Job Offers

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