PT Contact Center Representative

PenFinancial Credit Union is a member-owned financial institution dedicated to improving lives and strengthening communities across Niagara and Haldimand. They are seeking a part-time Contact Center Representative to provide excellent customer service to members, assist with banking solutions, and support the sales team by identifying opportunities for member engagement.

Responsibilities

• Member friendly centralized telephone inbound/outbound reception current need from M-W 8:30 am to 5:00 pm and T-F 8:30 am to 6:00 pm and Saturdays 9:00 am to 1:00 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

Skills

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

Benefits

• Performance-based success sharing
• A defined contribution pension plan
• Wellness supports
• Opportunities for ongoing learning
• Hybrid workplace: Sometime would be required in office

Company Overview