Member Service Representative (PT - 25-30hrs)

The Member Service Representative (MSR) is passionate about delivering outstanding service to customers, known as Members. We are looking for driven, organized individuals who thrive on interacting with Members, and are committed to helping identify opportunities through communication and inquiry. MSR’s are curious about what Members need and want to know what they can do to help Members do more, be more, and achieve more with their money and their lives.

The MSR provides outstanding Member experience and service that is accurate, timely, and efficient. As a team player, the MSR thrives in an environment where partnering to deliver stellar solutions is top of mind. This role is ideal for someone who loves to juggle multiple priorities, and above all, is passionate about representing DUCA on the front line with a smile; greeting members when they arrive and ensuring every Member feels welcomed and recognized.

MSR’s help uncover opportunities where DUCA can better help existing and potential Members, with our fantastic array of banking solutions and services. Once they identify the opportunity, the MSR figures out who can best help the Member whether it be themselves or a DUCA advisor (Financial Services Officer). The MSR will always follow up to ensure the Member was taken care of.

As for the day-to-day responsibilities, the MSR will maintain cash balances, list and balance outgoing cheques, and balance all daily transactions. The MSR will ensure they are aware of, and adhere to, operating procedures and policies to safeguard the assets of the organization and the member. Assists Branch to achieve Branch growth, targets, satisfactory compliance/audit

Key Accountabilities & Duties

Delight each Member by providing outstanding service (both at the front counter and by phone), answering inquiries, and always striving to increase Member satisfaction

Promote DUCA’s full range of services by explaining benefits and features of DUCA solutions, open new Member accounts, and make quality referrals to an advisor through proactive probing

Make outbound awareness and service follow up calls to Members as well as proactive outbound calls to book advisor appointments

Handle Member requests for deposits, withdrawals, transfers, and other routine transactions

Identifies and fulfills Members’ financial service needs, e.g. cashing and certifying cheques, processing bill payments, ordering cheques, buying/selling foreign currencies, and processing wires, RRSP and term deposit transactions, as well as assisting Members get a debit card

Having up front dialogue with members to uncover financial needs with a talent for “opportunity spotting”

Solves Member issues using standard procedures and knows when to escalate non-standard issues, if

Remains current and up to date on DUCA products, services, operational, and risk policies and procedures.

Participates in local market business development opportunities and community involvement.

Assists with counting large cash deposits.

Completes general office duties, processing and administration as required