Member Service Specialist - Expression of Interest

Good Afternoon!

I am excited to share a great opportunity available for the current Member Contact Centre team.

We are offering a permanent Member Service Specialist position through an expression of interest. If you are interested and would like to apply, please email Amber Cronk, Adam McFarlen and Toni Demorest by end of day September 30th with a paragraph sharing why you are interested in this opportunity and how it fits into your career plan, along with an updated resume.  I’ve attached the job profile here as well. 

The bigger picture

We’re looking for a reliable, trustworthy, forward-thinking person to come on board as our Member Service Specialist with the Member Contact Centre. You will be responsible for providing member and peer support through sharing of financial product knowledge, problem solving and resolving member inquiries.

How you’ll be spending your time

• Engaging in needs based selling conversations with members and referring to the appropriate internal partner
• Providing prompt member service by answering incoming calls through the internal support queue and accurately addressing member and peer questions, concerns and requests for financial products and services
• Providing mentorship to the Member Service Representatives through guidance and support on financial products and service protocols
• Continuously identify opportunities for process efficiencies by recommending enhancements to streamline workflows
• Leveraging advanced problem-solving skills to handle fraud situations and implement effective resolutions to support our members

The way people describe you

You are a people person with a proven track record of delivering exceptional member service. You have an in depth understanding of financial products and services and can leverage this knowledge to promote needs-based selling which ultimately supports our members goals. You are a strategic thinker with the ability to identify efficiencies and recommend solutions. You are a collaborator and mentor who is willing to support peers with their development while remaining committed to the enhancement of your own financial expertise.

The experience you bring

• 2 years’ financial services experience
• 2 years' experience within a Call Centre environment 
• Indirect leadership experience is considered an asset
• Fraud Training

Salary Range:

$58,540 - $73,170 with 9% Short Term Incentive Target

The MSS schedule may include evenings and weekends. The currently schedule that we are hiring for is:  (subject to change based on business needs)

Tuesday – 9-530pm

Wednesday 9-530pm

Thursday – 9-530pm

Friday – 10-630pm

Saturday 845-515pm

If you have any questions, don’t hesitate to reach out 😊

^#DNP