Member Solutions Centre Representative I in Branch

Grow your career with one of Manitoba's Top Employers since 2014. At Access Credit Union, we support a professional and innovative work environment with a corporate culture that uniquely embraces empowerment, accountability, and trust. We recognize and value each employee's contributions to our success, which is why we offer competitive compensation, 100% company paid health benefits, employer-matched pension plan, continuing education, and career advancement opportunities within our credit union.

At Access Credit Union, our values are straightforward:

• Do good
• Be better
• Own it
• Move forward

The Member Solutions Centre Representative I (MSCR I) provides a high standard of financial service to existing and potential members. As the first contact on all incoming telephone calls, chats, and e-mails, the Member Solutions Centre Representative I contributes positively to the achievement of business development objectives responding to inquiries, processing transactions and promoting the full range of credit union products and services.

Key Responsibilities and Accountabilities:

• Creating positive impressions as the first point of contact for members and potential members contacting Access Credit Union.
• Build member relationships by resolving member problems/inquiries over the phone, chat, email, and other forms of communication.
• Maintain thorough knowledge of and adhere to credit union policies and procedures on risk management, confidentiality, security and fraud prevention.
• Proactively respond, identify and cross-sell products and service using an advice-based approach.
• Utilize open-ended questions and techniques to overcome business objections.
• Refer to the appropriate credit union specialist for lending and wealth management inquiries.
• Set up appointments with staff in the branches to further assist members or contact members on behalf of departments within the branch.
• Set up online banking for personal memberships; reset passwords and troubleshoot; and provide walkthroughs with members.
• Maintain open communication and cooperation with various Access Credit Union department staff to ensure a friendly and efficient work environment.
• Process non-registered and registered investment instructions using internal software and completing day-to-day tasks.
• Balance electronic ledger on a daily basis through the banking system.
• Work collaboratively with other team members to achieve organizational objectives.
• Actively participate in meetings, planning and training initiatives, sharing information and ideas to build organizational achievement and success.

This list is not inclusive and other tasks and/or responsibilities may be assigned by your supervisor.

Essential Qualifications:

• Grade 12 diploma or equivalent.
• Minimum of 1-year previous experience in customer/member service role, experience within a contact centre or financial service preferred.
• Knowledge of Access Credit Union's products and services.
• Demonstrated desire to serve others in a friendly and professional manner.
• Ability to identify and willingness to act upon sales and service opportunities.
• Strong interpersonal and communication skills, both verbal and written.
• Ability to work in fast-paced environment and perform well under pressure.
• Ability to prioritize using sound judgment to make timely and effective decisions.
• Proficient computer skills.
• Ability to follow standardized policies and procedures.
• Attention to detail with high degree of accuracy.
• Basic knowledge of risk management within the financial industry.
• Business Administration or other post-secondary education would be considered an asset.

If you are interested in this position, apply today!