Why DUCA?

We're a vibrant, exciting credit union that lives its "profits with a purpose" philosophy in every financial transaction, product, interest rate, and community initiative we offer. Founded in 1954, DUCA has grown from a single branch credit union in Toronto to 19 branches across Southern Ontario with over 85,000 Members we are proud to serve.

We exist to help People, Businesses and Communities Do More, Be More, and Achieve More™.

DUCA (www.duca.com) is the fastest organically growing large Credit Union in Canada distinguished for the following:

• Positive, un-big bank like service experience delivered through Member-facing staff in branch, on the phone (Member-Connect) and via our Mobile mortgage specialists, Wealth Management advisors and Commercial and Business Banking Account Managers.
• Competitive rates.
• Personalized financial solutions, guidance, and service with the lowest possible fees for both Personal and Business Members.
• Profit sharing among Members.
• Multiple ways to bank—online, mobile app, phone/full-service Member Connect Contact Centre, and, of course, in-branch—DUCA is accessible 24/7
• A community philosophy of “profits with a purpose” culminating in the creation of the DUCA Impact Lab (www.ducaimpactlab.com), a charitable foundation committed to helping the credit challenged and underbanked. This led to DUCA's designation as a B-Corp certified organization, the first ever credit union to receive this global recognition.

A career with one of Canada's fastest growing credit unions means you'll find endless opportunities to make a difference with your unique abilities and perspectives. Our people live their purpose while helping others Do more, Be more and Achieve more with their money and their lives. At DUCA, you'll be part of a vibrant and collaborative team where you'll be supported to excel and make an impact, no matter what role you play.

Senior Member Connect Representative Job Purpose & Summary

The Senior Member Connect Representative (Senior MCR) in our Member Connect Centre (Contact Centre) performs all the usual tasks for the Member Connect Representative (MCR) providing a full range of financial services to DUCA Members. In addition, the Senior MCR is responsible for assisting MCR's with first level errors, answering questions regarding products and procedures, and providing overrides.

This position contributes to an exceptional Member experience on inbound and outbound calls, chats, and emails which includes identifying opportunities to retain Members and promote DUCA services and products by providing on the spot coaching and guidance to MCR's. The Senior MCR supports the onboarding and ongoing training of MCR's enabling effective support to help Members do more, be more and achieve more with their finances.

Key Accountabilities & Duties

• Contribute to DUCA's Member-centric focus by promoting a high-level of Member service in all interactions during inbound and outbound calls, chats and emails and leading by example.
• Open new accounts and process transactions while identifying cross-sell opportunities to retain and grow the business.
• Respond to Do More Profit-Sharing requests and Member emails (both secure and unsecure)
• Provide transactional overrides for MCR's as required within specified parameters.
• Provide day-to-day on the floor mentorship to MCR's on the total relationship with the Member, ensuring opportunities and interactions are maximized to help Members achieve their financial objectives; reinforce best practice activities and support difficult calls.
• Remain up to date on DUCA products, services, operational and risk policies and procedures, acting as a first point of contact for MCR questions and first level escalations.
• Support the onboarding and ongoing learning and training of MCR's under the direction and guidance of the Team Manager
• Provide feedback to leadership regarding the development of the MCR team with regards to sales and advice skills, product knowledge, relationship development skills, and identifying opportunities to promote DUCA products in Member interactions; identify knowledge gaps or operational issues and make recommendations for and support associated training.
• Support the Team Manager in encouraging the team to work collaboratively in order to achieve team and individual objectives, while always acting in the best interest of our member.
• Monitor and provide feedback to Team Managers regarding Member authentication and call quality based on established authentication matrix.
• Respond to potential incidents of fraudulent activity by coordinating with other departments such as Deposits and Compliance to provide relevant information to the Team Manager while ensuring Members are kept informed as to the status of their concern.
• Monitor the call centre queue and adjust MCR's daily assignments to reduce Member wait times.
• Make decisions that mitigate risk, adhere to policy and procedure, and do what is best for the Member.

Occupational Experience & Education Requirements

• Keen interest in the financial industry
• Minimum of 2 years of related experience (i.e. contact centre or industry experience)
• Previous Credit Union or financial services experience considered an asset.
• Supervisory experience considered an asset.

Knowledge, Skills & Attributes

• Strong customer service and interpersonal skills
• Excellent verbal and written communication skills, active listening skills to determine Member needs and best course of action.
• Solid conflict resolution and problem-solving skills
• Ability to recognize cross sell opportunities.
• Good judgment and decision-making capabilities, demonstrated ability to work independently.
• Ability to troubleshoot issues and provide clear directions.
• An effective time manager who can perform in a fast-paced, deadline-oriented environment.
• Knowledge of Microsoft Office Suite Products
• Ability to organize, prioritize, adapt to change and work in a fast-paced environment.
• Self-motivated and results-oriented
• Team player

Working Conditions

• Contact centre environment

Department: Contact Centre

Primary Location: 5255 Yonge Street, North York

Employment Status: Full-time

Hours per Week: 38

The annual salary range for this position starts at $44,818. Actual annual base salaries will vary depending on relevant job-related factors such as experience, knowledge, skills, qualifications, and education/training. Depending on the position, DUCA's total compensation package may include incentive compensation tied to company and individual performance or other benefits.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Qualified applicants are encouraged to submit their application. Applications must include a resume.

We thank all applicants but only those considered for an interview will be contacted.