Contact Center Representative

The Contact Centre Representative provides excellent customer service that is accurate, timely, and efficient to our Members in all interactions. CCR’s also uncover opportunities where we can better help Members, and potential Members, with our various banking solutions/services and refers them to appropriate branch partner to help Members achieve their financial goals. The CCR will ensure they are aware of, and adhere to, operating procedures and policies to safeguard the assets of the organization and the Member.

Differentiating Accountabilities:

All aspects of delivering a centralized highly responsive inbound/outbound Member call center.

• Member friendly centralized telephone inbound/outbound reception current need from M-W 8:15 am to 5:45 pm and T-F 8:15 am to 6:15 pm and Saturdays 8:45 am to 1:15 pm.
• Member service through multi-channel contacts; including telephone, web chat and email as required.
• Detailed and knowledgeable technical support while building member relationships including support with:
  • mobile app; password resets; login issues, online web navigation, etc.
• Create excellence for inbound/outbound member experience responding to inquiries on matters such as:
  • account balances; statement inquiries; address updates; information on opening accounts; fee structures; interest inquiries; credit union procedures; product information; appointment setting for in-person/virtual/phone meetings regarding any financial advice.
  • Support effective sales management practices as part of PenFinancial’s sales and service delivery team.
    • Assist branch sales team by ensuring all opportunities are identified and updated in our Customer Relationship Management System (CRM) to ensure a full financial relationship with members
    • Identify opportunities for referrals, and make recommendations based on PenFinancial policy
    • Answer enquiries and probe for cross service opportunities
• New member experience expert for members joining the Credit Union through digital platform.
• Answer inquiries and identify opportunities for future contact, follow-up and increasing depth of member relationship.
• Role is universal in nature. Responsible for a mix of duties including, member conversations and member outreach, as well as transactional and administrative support as required.
• Availability to address and de-escalate any complaints and immediately refer to correct internal resource
• Engage in curious conversations with members to help identify opportunities to add value to their lives
• Managing a members inbound/outbound call to ensure a successful member experience while investigating other financial opportunities in a quick and efficient call handle time.
• Required to balance your day between inbound and outbound calls with effective time management skills to effectively be successful in the day-to-day operations.
• Perform other assigned responsibilities.

Qualifications

• High School Diploma or equivalent (Post-Secondary School Preferred)
• Experience assisting Members in a bank or credit union for a minimum of 2 years considered an asset
• Time Management Skills considered an asset
• Previous Call Centre experience considered an asset
• Knowledge of TFSA, RESP, and RRSP considered an asset.

Additional Information

Target hourly rate: $25.88

Hourly Wage Range: $24.36 - $30.45

Salary will be determined based on skills, experience, education and other qualifications relevant to this position.

This role is an existing vacancy.

Artificial Intelligence (AI) could be used in the application process

To learn more visit https://www.penfinancial.com/careers

While we welcome all applications, only those who are selected for an interview will be contacted.

Accessibility accommodations will be made for job candidates upon request.