Member Advice Center Specialist

East Coast Credit Union is seeking two Member Advice Centre (MAC) Specialists.This full-time position would ideally be located in either our Dartmouth, Antigonish or Port Hawkesbury locations. The role is well suited for an individual with exceptional customer service experience seeking an opportunity in a progressive and innovative organization. The successful applicant must be able to work days and evenings as required.

East Coast Credit Union is a full-service financial cooperative organization that is deeply committed to the communities in which we live and work. With 18 locations from Halifax to Cape Breton and a virtual presence, we offer refreshingly honest banking and take pride in providing an exceptional member experience.

Reporting to the Supervisor, Member Advice Centre, you will be responsible for responding to inquiries and delivering advice and solutions to existing and potential members via all virtual channels including but not limited to telephone, email, live chat, SMS, website, and any future technologies adopted by the Member Advice Centre.

• Identify member needs, provide products and services based on their financial needs and goals, and refer the member to the appropriate department.
• Receive incoming calls and effectively manage digital and online inquiries; perform outbound calls and support any sales and service initiatives as per established
• Recommend and process product and service solutions including but not limited to deposit accounts, term deposits, registered products, card services, digital services, Collabria Credit Cards, Matrix-approved overdrafts and pre-approved lending products within specified guidelines.
• Identify trends in service recovery incidents and proactively recommend solutions to avoid reoccurrences.
• Assist the branch network in booking in-person and telephone appointments. Ensure accurate member information and requests are recorded in the appointment scheduling
• Champion the understanding and provide support, demonstrations and advice to members using all virtual and self-serve channels.
• Capture member feedback on virtual and digital services and escalate feedback to the appropriate Provide recommendations on enhancements to online services.
• Exhibit a team approach, provide project support and complete other duties as

You have…

• Completed a certificate or diploma in Business (or other relevant academic experience).
• A minimum of 1 year sales and service experience, preferably in the financial industry and/or contact centre environment.
• Superior customer service and business development skills.

You are…

• Passionate about providing exceptional customer service.
• Able to achieve and exceed business/sales objectives.
• Self-motivated with a strong work ethic.
• A critical thinker with problem-solving skills.
• Accurate and have high attention to detail.
• A great communicator with time management skills.

• Outstanding culture and opportunity to join an engaged and community-focused
• Tuition reimbursement, training and personal
• Competitive compensation and benefits with performance-based
• Generous benefit package including a Flexible Health and Dental Plan (paid 100% by employer) and up to 9% contribution with employer match in the Defined Contribution Pension Plan.
• Additional employee perks include but not limited to: wellness credit; reduced rates on employee loans/mortgages and paid volunteer time.

Applications will be accepted until July 31st, 2023.

Please note that all offers of employment are conditional upon the acceptance of an Individual Fidelity Bond Application which includes a criminal check and a credit check.

Don’t meet every single requirement? At East Coast Credit Union, we believe everyone has potential. If you are excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this role or other opportunities we may have.

We wish to thank applicants in advance; only candidates selected for an interview will be contacted.

Careers - About Us | East Coast Credit Union (eastcoastcu.ca)

At East Coast Credit Union, we are passionate about creating a diverse, equitable, and inclusive workplace and believe a diversity of perspectives, experiences and backgrounds benefit our employees, our members, and our communities.

East Coast Credit Union is committed to providing access, equal opportunity, and accommodation for individuals with disabilities. To request accommodation, please contact Human Resources by email at careers@creditu.ca or by phone at 902.464.7124