Job Posting

Member Service Officer – Call Centre

Job Summary

The Member Service Officer (MSO) will work within Rapport’s Call Centre and will be responsible for providing exceptional service experience to our members by performing a variety of non-cash transactions and fulfilling members’ requests through phone, fax and email service delivery channels. By keeping up-to-date with Rapport’s products and services, current promotions and initiatives, the MSO will be a trusted main point of contact and resolve any member issues within set standards and timelines and/or direct anything out of their scope to relevant branches and/or departments for effective resolution.

Responsibilities

  • Responds professionally to telephone/email inquiries, and provides information on Rapport's full range of products and services to member and non-members.

  • Quickly build rapport with members and non-members through active listening in order to identify needs, understand concerns and provide helpful information.

  • Accurately processes transactions on member accounts within authorized limits; ensures procedures and guidelines are followed and proper documentation is completed.

  • Meets and/or exceeds service targets by understanding member needs and offering first call resolution of any issues.

  • Gathers member profile information to open new accounts and/or update existing member accounts that require action such as, but not limited to: account status updates, dormancy, etc.

  • Responds to members’ inquiries on all products and services offered by providing information on the benefits and features of each product and service; refers any inquiries outside of scope to relevant branch and/or department.

  • Resolves any member inquiries, concerns or complaints in a professional and understanding manner ensuring the needs of the members and the credit union are met. Takes ownership when a member experiences a problem and follows through with required adjustments or documentation and ensures correct implementation. These problems may include, but not limited to: statement problems, service charges, term deposit renewals, ATM issues, online banking and/or telephone banking. When unable to resolve and/or are complex in nature, escalates to supervisor within Problem Resolution guidelines.

  • Provides branch support by assisting the branches with on-line banking set ups, activating dormant accounts, temporary debit card increases and other support required by non-cash branches and staff.

  • Ensures all required documentation and information has been sent promptly to the member as requested.

  • Maintains advanced knowledge of all Rapport products and services and relevant polices and legislation by completing annual compliance courses, such as, but not limited to: AML, AODA, etc; and other assigned training courses relevant to role.

  • Supports Branch marketing campaigns by keeping current on promotions and new products and services and other initiatives.

  • Attend to the review of all assigned reports, such as, but not limited to: e-Transfer Fraud Alerts; Hot Listed Debit Cards; Suspicious Transactions.

  • Identifies and reduces potential fraud activity by taking appropriate steps in a timely manner to mitigate any risk through review of account activity and member contact.

  • Consistently applies all risk and due diligence policies, practices and procedures. Adheres to Credit Union's Privacy Code at all times.

  • Performs other duties and assignments as directed by management.

Education and Experience

  • Post-secondary diploma, degree and/or certification in Business or related field or an equivalent combination of education and experience.

  • Minimum two years (2) years’ experience working in a Call Centre environment within a financial institution preferred.

Required Knowledge, Skills and Abilities

  • Exceptional customer service with excellent relationship building skills.

  • Working knowledge of banking products and services.

  • Superior verbal communication skills, excellent written and interpersonal skills with a professional telephone manner.

  • Ability to recognize needs and services that meet member’s needs.

  • Excellent organization and prioritization skills.

  • Self-motivated, energetic and team player.

  • Able to communicate effectively with other functional areas.

  • Excellent computer skills (MS Outlook, Word, Excel).

  • Sound judgment and problem solving skills to efficiently and effectively resolve complex member problems.

  • Ability to work effectively independently and within a team.

Working Conditions

  • Normal office environment.

  • Primarily sitting.

  • Occasional overtime may be required.

How to Apply

Please apply with a cover letter and resume via our website at www.rapportcu.ca or at careers@rapportcu.ca.

 

We thank those who apply; however, only qualified applicants will be contacted.

Rapport is committed to employment equity and encourages applicants from all qualified candidates.

We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs.

 

Apply Today

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