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
Penfinancial Credit Union is a financial services company located in Welland. It was founded in undefined, and is headquartered in Welland, Ontario, CAN, with a workforce of 51-200 employees. Its website is https://www.penfinancial.com.