Job Description

Life and Career

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When you work at Cascadia Credit Union, you become part of a team that cares about you and the communities we serve. We're passionate about making a real difference in our members' lives while creating a supportive, welcoming workplace where you can learn, grow, and build a meaningful career.


Cascadia is where you can belong, succeed, and help shape a brighter future for our communities.

Why Join Cascadia?

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At Cascadia Credit Union, we back up our values with real support for our employees. Along with meaningful work in a community-focused organization, you'll enjoy a comprehensive benefits package and programs that support your well-being, career growth, and life outside of work.

Group health benefits plan Flexible health spending account Employee banking package Variable work weeks (every second Friday off)

Member Centre Representative - Call Center

Member Centre Representative - Call Center

Location: Hybrid remote: Summerland branch


Schedule: Full time


To apply: Email resume and cover letter to people@cascadiacu.com

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About the role:

The Member Centre Representative (MCR) provides service excellence and fosters relationship building by excellence in communication while assessing member needs, resolving issues, promoting, and cross-selling loan and deposit products to assist members with their needs. This position is a full-service solutions centre for members with tasks including answering incoming calls & communications from members to provide support for deposit products & other services, adheres to all applicable security procedures, and may provide coverage for other branch staff.



Providing front-line assistance to members through service excellence, the MCR fosters member relationships with their positive attitude and keen product knowledge. The MCR understands the importance of ensuring that documentation and processes are completed accurately and in a timely manner. The successful applicant has a positive and adaptable approach with strong attention to detail, excellent technology skills, excels in a flexible & fluid work environment, and has effective communication and relationship building skills both within the organization and externally with member interactions.

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What you'll be doing

Responding to members' enquiries, either written or verbally, by positively providing information on the features of each product and service; resolves routine member problems and concerns with all credit union products & services or refers members to another team member for any other services, Keeping apprised of changing rules and regulations pertaining to relevant legislation, risk, compliance and privacy requirements, as well as keeping a current knowledge of all Cascadia Credit Union's (CCU) lending, and deposit products and services,to support service excellence in fostering good relationship building skills, Monitoring and delivering exceptional performance with agreed upon goals, including member contacts, either incoming or outgoing; adopts and ensures ongoing personal development, Effectively and efficiently completing various member servicing activities and administrative duties as required, Ensuring all documentation is prepared and/or executed in accordance with established policies, procedures, timelines, Maintains up to date and complete Member files with documentation in hardcopy and/or approved electronic form as required, Displaying confidence and exercising sound judgement in decision making, Performing additional responsibilities aligned with team goals as assigned.
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Skills and Attributes

Demonstrates a good knowledge and growing aptitude for computer-based literacy skills and technology, including MS Windows and Office program environments, as well the banking system, Proficient in website navigation and functionality, with the ability to troubleshoot basic issues and support customers as the first point of contact. Demonstrates commitment to applying relevant and applicable policies, procedures in the day-to-day performance of the functions of this position, Committed to personal growth and development. Responsible for ensuring skills and knowledge are up to date to meet industry and position requirements, Passion for delivering exceptional member/client service and dedicated to building strong relationships and connections in the community, Instills confidence and trust in others by demonstrating strong interpersonal skills and the ability to communicate effectively through thoughtful, clear, and open means, both verbally and in writing, Team player, driven to ensure that the whole team is successful in meeting member needs, Demonstrates strong attention to detail and accuracy in completing work and providing information, Ability to quickly adapt to changing priorities and a willingness to tackle new challenges, Displays awareness of the financial services industry, including literacy, and understands the components for organizational success, Excellent time management and organizational skills.
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Qualifications

Secondary school diploma Minimum one (1) years' experience financial, retail or hospitality industry Maintain proficiency with developing systems, applications, and productivity programs. Combined experience and post-secondary education in the areas that are directly related to industry will be considered

The wage range for this position is $23.26 - $29.10 an hour.