Member Service Centre Representative (Part-time)

Why FirstOntario?

• Competitive compensation packages
• Enhanced mental health benefits through SunLife and TELUS Health
• Exclusive banking benefits
• Up to $1000 per year towards professional development
• Pension Plan
• Company-wide Employee Volunteer program (Blue Wave Program)
• Employee and Family Assistance Program

Job Overview

Provide prompt, efficient, and courteous transactional sales and service to members. Proactively assist members to ensure that their needs have been met and refer to other staff, as appropriate. Professionally and efficiently perform sales, service, and operational accountabilities as outlined below.

Role

Sales:

• Provide prompt, accurate, efficient transactional sales to members over the phone and/or in person.
• Recognize opportunities and act on all discussions with members to acquire more of their business, through qualified referrals to appropriate staff.
• Determine whether to refer or to personally handle member needs.
• Perform retention activity when required.
• Track all referral sales.
• Actively participate in and contribute to all campaign activity, as required.
• Build positive relationships with internal partners to support each other's business.

Service:

• Apply our "Member First" principles with all members and prospective members.
• Adhere to "Service Standards" in all circumstances with members and fellow employees.
• Promptly acknowledge members by name and refer them to a more appropriate staff member, if necessary, to best fulfill their needs.
• Project a positive and professional image and attitude with members and fellow employees.
• Work with members to resolve inquiries and/or issues.
• Refer to other staff if 'wait time' for other members may be compromised.
• Close all transactions with a positive statement and thank the member for their business.
• Develop and pursue a Personal Development Plan, jointly agreed to with the Manager, for continuous positive development of skills.

Operations:

• Adhere to policies and procedures at all times.
• Complete all work accurately, promptly, and fully from beginning to end.
• Act as joint custodian and/or combination holder, as required.
• Perform audits, processes, and proofing, as required.
• Consider health & safety as a primary concern to ensure the overall well-being of the department and members.
• Perform all other duties, as assigned.

Job Specifications:

• Must have above-average interpersonal and communication skills.
• Must be able to work well with a minimum of supervision.
• Must be capable of working as a team player, willing to assist other staff as required.
• Must have demonstrated service abilities and be able to identify member needs, cross-selling certain products and referring smoothly to others, as appropriate.
• Must be willing to learn and apply coaching.
• Must be flexible and prepared to work hours established to meet member service demands.
• Must have reliable and capable internet accessibility if remote shifts are required.

Requirements:

• Grade 12 or equivalent.
• Previous call centre and/or customer service experience preferred.
• Experience in MS Office is preferred.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know.

This posting is for an existing vacancy.