Meridian Credit Union is Ontario’s largest credit union, dedicated to providing exceptional service to its Members. The Contact Centre Representative role focuses on addressing Members' diverse service needs while fostering financial wellness and maintaining high standards of care.
Responsibilities
- Act as the face of Meridian Credit Union, embodying our values in every interaction with Members and prospects across all lines of business
- Provide exceptional service in all interactions, whether via phone, written, or electronic correspondence, ensuring each Member feels valued and understood
- Address Member requests and concerns promptly, aligning with our values and maintaining a Member-focused approach
- Understand and execute all relevant Policies and Procedures (P&P) of Meridian and its subsidiaries, recognizing when situations require escalation to leadership
- Stay informed on all team and company updates, seeking clarification on new directions or expectations as needed
- Maintain up-to-date knowledge of P&P across various business lines and seamlessly transition between them during Member interactions
- Efficiently utilize company systems (CRM, Encore, Five9, UltiPro) and standard software (Internet browsers, MS Office, PDFs) to provide effective Member support
- Serve as the first point of contact for technical issues, including online banking, e-Transfers, ABM/POS operations, Visa support, and card maintenance, resolving them within set timelines
- Engage actively in monthly coaching, taking ownership of performance goals and seeking feedback for improvement
- Attend and actively participate in departmental training, adhering to schedules and thoroughly reviewing materials
- Contribute positively to the ECC team, engaging with peers and leadership constructively
- Use tools like MS Teams to establish and nurture relationships, fostering a collaborative and supportive work environment
- Actively engage with and aim to improve key business operational metrics such as AHT, ACW, NR, Schedule Adherence, Emails/Ready hour, and Referrals/35 hours scheduled
- Manage time effectively, ensuring adherence to start and end times, breaks, and scheduled vacations, and communicate any discrepancies promptly
- Understand and adhere to scheduled training times, completing assigned tasks within deadlines, and communicating any issues to the Assistant Manager
- Accurately and timely complete all required reports and documents, including End-of-Day Blotters and weekly timecards
Skills
- Post-secondary education or equivalent professional experience
- Minimum 1-2 years in a contact centre, financial services, or customer service environment
- In-depth understanding of Meridian Credit Union's products and services, including banking, loans, mortgages, and investment products
- Familiarity with online banking systems, digital tools, and self-service platforms
- Knowledge of effective Member service techniques and experience strategies
- Awareness of financial regulations and compliance standards relevant to credit unions and banks
- Understanding of the operations, policies, and procedures of different business lines within Meridian Credit Union
- Excellent verbal and written communication skills, with the ability to convey complex information in a clear, empathetic manner
- Strong analytical and problem-solving skills, capable of identifying and resolving Member issues efficiently
- Proficient in CRM systems, MS Office Suite, and other relevant software applications
- Skilled in building and maintaining positive relationships with Members and colleagues
- Ability to identify and understand Member needs and suggest appropriate products or services (focus on Member experience over aggressive sales tactics)
- Excellent organizational and time management skills, with the ability to prioritize tasks effectively
- Ability to adapt to different communication styles, Member needs, and shifting priorities
- Demonstrates empathy and understanding in all interactions, creating a positive and supportive experience for Members
- Able to work effectively in a team environment, contributing positively
- Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot
- The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions
- Leverage data and insights to identify, prioritize and improve member experience and business efficiency
- Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options
Benefits
- 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
- Flexible hours and work in your home office (within Ontario)
- Hybrid environment at 531 Lake St, St Catharines, ON L2N 4H6, CAN
Company Overview
Meridian Credit Union is a financial services company. It is the largest credit union in Ontario. It was founded in 2005, and is headquartered in Toronto, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is https://www.meridiancu.ca/personal.