Job Description

Description :
Our Banking Practice:
Our vision is to be recognized as the financial institution that has the most local impact, supported by a purposeful value proposition to our Members.
We have a passion for ensuring we maintain our tradition of exceeding Member expectations and helping them achieve their best lives. We deliver advice-based banking while providing tools that reduce complexity, offering the right information, and motivating our Members to reach their overall financial goals.
Our teams work alongside our partners in Wealth, Small Business, and Mobile Mortgage Specialists to support our Members' holistic financial growth.
Is this role right for you? In this role, you will:
As a member of the Contact Centre, the primary responsibilities for this position will be to understand services, financial and product needs of our Members while providing the appropriate advice and recommendations to fit these needs. This will include proactively identifying and promoting opportunities for Meridian and our Digital Bank's products and services including the support of our digital and self-serve products. In this role the Contact Centre Representative will be responsible for meeting and exceeding specific individual and team based business goals. While providing the right financial solutions the incumbent will genuinely build and develop relationships with Members which will deepen their overall relationship with Meridian Credit Union and our digital bank. Individuals in this role will be expected to proactively engage in activities such as revenue generating and sales based activities, foster relationships and leverage referrals.

• Proactively identify and promote opportunities with all Members, identifying Member needs and expectations and align products and services based on the identification of those needs driving referrals and provide seamless service experiences
• Provide support to the Contact Centre by proactively responding to Member-initiated contacts, delivering fast, friendly efficient service, assisting with financial transactions such as but not limited to transfers, Cheque ordering, bill payments, DEFTs, ABM limit increase
• Resolve problems at first point of contact where possible and refer more complex Member concerns to appropriate staff
• Provide first point of support and resolve issues relating to technical issues; issues with OLB, etransfers, ABM/POS and within prescribed timelines

How you will succeed:

• Strong commitment to service excellence and achievement of results
• Solid knowledge of Meridian & our Digital Banks products, services and procedures or work experience in the Financial Services Industry
• Organized with ability to quickly prioritize and effectively handle critical issues as they occur
• Ability to exercise sound judgement
• Works well independently or in a team environment
• Possesses an understanding of all digital and self-serve initiatives
• Flexible to work all scheduled hours which may include evenings and weekends

Competencies:

• Member Focus - Personally demonstrating that our Members are our highest priority.
• Proactive - Seize the initiative by anticipating needs and identifying opportunities to provide a higher level of service.
• Open Communication - Engaging in honest and transparent dialogue to develop mutual understanding, trust and cultivate deeper relationships.
• Business Savvy - Continuously acquiring the knowledge needed to do one's job to the fullest, using internal or external resources and applying the knowledge productively.
• Partner Orientation - Initiates opportunities for collaboration and maintains productive relationships to achieve shared goals.
• Integrity - Doing the right thing by always acting with openness, honesty and respect.

This role represents an existing vacancy. Internal candidates are being considered as part of our standard process.
Salary Range: CAD $40,200 - $50,300 annually
Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role's requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.
Join us! Our team works in a hybrid environment at 531 Lake St, St Catharines, ON L2N 4H6, CAN
As a Contact Centre Representative, you will have the opportunity to work flexible hours and work in your home office (within Ontario). The Contact Centre is open from 8am - 12:00 am Monday to Sunday. A successful candidate would need to make themselves available during these days and times.
What's in it for you?
As a Certified Living Wage Employer, you are guaranteed to earn a living wage with us, including an impressive benefits package which includes:

• Paid vacation time, and other time off
• Employer-paid health benefits
• Defined contribution pension matching
• Financial benefits including free banking, and special rates on mortgages, lines of credits and more
• Tuition reimbursement program
• Unique rewards and recognition program

You will benefit from an inclusive and collaborative work environment that encourages creativity, curiosity, and celebrates success. You will also receive the right training, tools and technology needed to delight our Members, with the opportunity to learn from diverse industry leaders, who have hailed from top organizations around the world.
Build the Future of Banking with Us
At Meridian, we're not just adapting to the future--we're shaping it. We see talent as a catalyst for sustainable growth, community impact, and future-readiness. As the financial landscape evolves, we're looking for team members who bring:

• Embedding & leveraging technology - Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working. Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
• Critical Thinking - The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
• Data Driven- Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
• Curiosity & Flexibility - Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.

Our Story:
Meridian is Ontario's largest credit union, and second largest in Canada, helping to grow the lives of our more than 360,000 Members. Meridian has more than 75 years of banking history and is 100% owned by its members. With 89 retail branches and 15 Business Banking Centers across Ontario and $ 30B in assets under management, Meridian offers a broad range of financial products and services to its retail, business banking and wealth members. With over 2000 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve. Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.
Our Commitment to You:
Meridian is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Please note that due to the volume of applications, only those under consideration will be contacted for an interview.
Thank you for your interest in Meridian Credit Union.
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Skills Required