Job Description

Description :

Reporting to the Manager, Service Delivery, Member Communication Centre, the Service Delivery Advisor (SDA) provides high quality member service to Assiniboine Credit Union and Outlook Financial members through a variety of incoming and outgoing communication channels with efficiency and accuracy. The SDA supports members by addressing concerns, identifies financial needs, and recommends financial solutions to reach financial goals

KEY ACCOUNTABILITIES

\xc2\xb7 Respond to member inquiries by providing financial solutions through the full range of products and services to support member needs.

\xc2\xb7 Execute sales, service and marketing initiatives through inbound and outbound communication channels.

\xc2\xb7 Responsible for reaching personal sales targets, and play a key role in the development of strategies to facilitate goal attainment.

\xc2\xb7 Create a positive and professional first impression through professional communication.

\xc2\xb7 Ensure minimal wait and response times, in line with team standards at all times.

\xc2\xb7 Contribute to growth and retention of member relationships by identifying and ensuring their needs are met and that the relationship contributes positively to the credit union.

\xc2\xb7 Explain terms and conditions of the products or services chosen/adopted by the members ensuring that they are consistent with the member\xe2\x80\x99s needs.

\xc2\xb7 Refer and schedule qualified prospects to specialists within the credit union or partner organizations.

\xc2\xb7 Resolve member complaints and problems when possible, referring more complex problems to the appropriate person or department - ensuring seamless member service.

\xc2\xb7 Work in collaboration with other departments to identify opportunities for improvement and efficiency in the administration of documentation and flow of referrals from the service team.

\xc2\xb7 Interpret and understand operating procedures, maintain confidentiality when dealing with member information.

\xc2\xb7 Accountable for staying abreast of all functional processes and procedures in order to facilitate quality and seamless delivery of sales and service to members.

\xc2\xb7 Employees are required to keep strictly confidential the affairs of anyone whose private information becomes available to them in the course of their duties.

QUALIFICATIONS

Education and Experience

This position requires the completion of a grade twelve diploma accompanied by one to three years of job related experience, or an equivalent combination of education and experience.

Key Occupational Skills

\xc2\xb7 Strong English oral and written communication skills

\xc2\xb7 Provide excellent customer service and engage members

\xc2\xb7 Strong ability to problem solve and multi-task in a fast paced environment

\xc2\xb7 Strong ability to navigate between computer software with above average typing skills

\xc2\xb7 Understanding of credit union operation and knowledge of credit union \xe2\x80\x9cself-serve\xe2\x80\x9d technology (ATM, telephone banking, Internet banking)

\xc2\xb7 Financial product knowledge would be an asset

\xc2\xb7 Experience in a call centre environment would be an asset

Successful candidates must be able to work from Monday to Saturday during Member Communication Centre business hours.

WHO WE ARE?

As a Certified B Corporation\xc2\xae and one of Manitoba\xe2\x80\x99s Top Employers (2022), the culture of Assiniboine Credit Union is supportive of the individual while focused on the greater community. You\xe2\x80\x99ll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community.

Choosing to work at Assiniboine Credit Union means that you\xe2\x80\x99ll be working for an organization that\xe2\x80\xa6

• puts people, planet and prosperity first,
• values diversity and inclusion,
• is focused on social and environmental responsibility,
• supports employees through training programs and long-term career development,
• offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits.

If doing things differently and doing more is part of who you are, join us on a rewarding journey where your personal aspirations and career goals can align.

If you are interested in applying for this position, please submit your application by Wednesday, April 12, 2023. We thank everyone who applies but only candidates selected for an interview will be contacted.

We are committed to workforce diversity and actively recruit people with diverse backgrounds, experiences, and perspectives reflecting the community in which we live and work. Applicants may request reasonable accommodation related to the materials and activities used throughout the selection process.

Assiniboine Credit Union