Member Contact Centre Advisor

Posting Closes: April 26, 2024, 4:00pm MST

Employment Status: Full-time, permanent

Compensation: $46,364 - $65,152 per annum

Additional Information: This full-time position has the expectation to work flexible shifts, as our contact centre is open 24 hours, Monday-Sunday, including rotational shifts of days, evenings, weekends, and holidays.

This position is fully remote, however, applicants must reside within Alberta. Preference will be given to candidates in Calgary, Red Deer and Lloydminster.

We are currently looking for Member Contact Centre Advisors in our Member Contact Centre . Servus Credit Union is Alberta's largest member-owned credit union, known for building strong, resilient communities by helping our members feel good about their money. One of Canada's Best Managed Companies for 20 consecutive years and ranked as one of the top banks in Canada on Forbes World’s Best Banks list for two years in a row, we are a team of smart, gutsy, and driven individuals.   

Reporting to the Contact Centre Team Leads, you will play an integral first-contact role in providing exceptional personalized service to Servus' network of valued members. You will connect online or by phone to help meet our members personal banking needs. In this role, you will resolve issues, process transactions, and offer sound advice to strengthen their financial situation.

More specifically, the scope of your responsibilities will include, but are not limited to:

• Answering member inquires and provide exceptional member service via inbound calls, emails, chat, SMS, video calls.
• Demonstrating excellent telephone manner as well as strong multi-tasking, logical, and problem-solving skills.
• Providing consistently fantastic member experience by adhering to standards and guild lines.
• Identifying opportunities to match members with the right products and solutions that help shape their financial fitness.
• Assisting members regarding technical inquiries or requests related to their online and mobile banking needs (e.g., setting passwords, updating member database, security-related tasks, etc.).
• Participating in individual, Contact Centre, and corporate campaigns while adhering to call quality standards

Requirements

To qualify, you will need at least 2 years of successful experience in customer service, sales, or retail banking and your high school diploma.

Although not required, the following education/certificates are valuable assets:

• Call centre experience
• Post-secondary education in Finance (or related studies)

Moreover, we are highly motivated in hiring candidates with flexible schedules, as the position requires day, evening, and weekend shift commitments.

Most importantly, we're looking for candidates whose personal values align with our cooperative values. These values are evident in everything we do everyday. We're not afraid to be different from our competitors and in fact we embrace these differences. We celebrate our credit union culture and history, and we pride ourselves on our strong commitment to our member-owners and to the communities we serve. 

Benefits

Working for Servus has outstanding benefits. In addition to standard benefits like health and wellness, vacation and retirement savings programs, we also provide other important benefits such as:

• Training & Development Opportunities
• Career Advancement Potential
• Flexible work options
• Competitive Compensation including performance-based incentive pay
• Meaningful work towards individual and corporate goals 
• Opportunities to get involved and give back through an employee volunteer program

For information about these benefits and more, click here.  

At Servus, our employees are also members. This means you'll have all the benefits of being a member of the credit union including profit sharing, voting for the board of directors, and all of the services we provide … with a few additional perks!

What happens next?

Only those applicants selected for an interview will be contacted. Should you require any accommodations during the hiring process, please advise us at that time.

Discover a sense of belonging amongst a team of unique, authentic individuals working together to reimagine financial fitness. We value and celebrate the richness that diverse backgrounds and experiences bring to our community. Your skills, passion, and curiosity may find a sense of belonging at Servus, so even if you don’t check every box we encourage you to apply! 

#indm