Contact Centre Specialist

Job summary

Deliver member service and sales support through telephone, electronic, and digital channels, advising on deposit and investment products and processing non-cash transactions. Build member relationships, resolve concerns, meet sales and referral targets, complete administrative duties, and comply with privacy, regulatory, and organizational requirements.

Job details

Brief Description As a Contact Centre Specialist, you will support the efficient delivery of sales and service via telephone, electronic, and digital channels for members, uncovering their service needs and life events and making the appropriate connections within the SASCU sales team. This position requires a high level of interpersonal skills to engage members and provide service delivery through contact channels. What You’ll Do (key Responsibilities) Take personal responsibility for delivery of the SASCU Member Experience and contribute to a warm and welcoming environment over telephone, electronic, and digital channels. Advise members on a range of deposit and investment products (including new personal and business accounts, cards, term deposits, and registered products), and associated services. Respond to and process member transactions for non-cash related products and services. Deepen member relationships through identification of opportunities and personalized connections through contact channels. Acknowledge member concerns and take appropriate action to resolve them. Undertake assigned administrative duties including regular and ad hoc reporting, audits, and preparing routine correspondence. Participate in all programs established to enhance the SASCU Member Experience. Support organizational goals by meeting sales and referral targets. Respect confidentiality and privacy of members’ and SASCU’s business. Ensure compliance with regulations and SASCU policy and procedures. Undertake other related duties to support the collective success of the team and maximize the Member Experience. What You’ll Bring (qualifications) 1 year of sales experience in a service-oriented environment. At least 6 months in a Service Representative role with demonstrated sales success. CUIC 185: Credit Union Products & Services. CUIC 240: Fundamentals of Financial Planning within 1 year of attaining position. Comfort with technology. Commitment to continuous learning and self-development. We invest in our employees by offering (rewards and benefits): A competitive base salary plus performance-based incentive pay, and a pension plan with SASCU matching all funds. Comprehensive group benefits coverage including extended health and dental care, travel insurance, and life insurance, and an Employee and Family Assistance Program. Flexible spending account for additional health and personal wellness activities and expenses. Flexible work arrangements and paid time off including vacation, medical/care time, personal days, and paid community volunteering. Opportunities for career growth, financial assistance for training and development, and rewards and recognition. Additional benefits including waived or reduced banking fees and reduced rates on personal loans and mortgages.

What you’ll do

Deliver member service and sales support through telephone, electronic, and digital channels, advising on deposit and investment products and processing non-cash transactions. Build member relationships, resolve concerns, meet sales and referral targets, complete administrative duties, and comply with privacy, regulatory, and organizational requirements.

Requirements

Candidates need at least one year of sales experience in a service-oriented environment and at least six months as a Service Representative with demonstrated sales success. CUIC 185 is required, and CUIC 240 must be completed within one year of attaining the position; comfort with technology and a commitment to continuous learning are also expected.

Benefits

• Performance-Based Incentive Pay
• Pension Plan With Employer Matching
• Extended Health Insurance
• Dental Insurance
• Travel Insurance
• Life Insurance
• Employee and Family Assistance Program
• Flexible Spending Account
• Flexible Work Arrangements
• Paid Vacation
• Paid Medical and Care Time
• Personal Days
• Paid Community Volunteering
• Career Growth Opportunities
• Training and Development Assistance
• Rewards and Recognition
• Reduced Banking Fees
• Reduced Personal Loan and Mortgage Rates

Listed skills

• Sales · Preferred
• interpersonal communication · Preferred
• Regulatory Compliance · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Telephone and Digital Customer Service
• Sales
• Member Relationship Building
• Needs Identification
• Financial Product Advice
• Deposit and Investment Products
• Transaction Processing
• Concern Resolution
• Interpersonal Communication
• Administrative Reporting
• Audit Support
• Regulatory Compliance
• Privacy and Confidentiality
• Technology Proficiency
• Referral Generation
• Continuous Learning

Job areas

• Customer Service & Support
• Sales
• Finance & Accounting