PT Contact Center Representative

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 830 am to 500 pm and T-F 830 am to 600 pm and Saturdays 900 am to 100 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. Apply To This Job