Contact Centre Agent

Job title: Contact Centre Agent

Job description: Description :

If you’re passionate about your community, adore making an impact, thrive in a fast-paced environment and want to make a difference, then we’re looking for you! When you join our team, you’re joining an organization with deep roots, big ideas, and a commitment to doing what’s right. We work as one connected team, and value thinking big, acting local, taking charge, and making things easy.

We look for people who:

• Share our values
• Enjoy having honest conversations, about real things, as real people
• Believe that creating great experiences is totally within their control
• Build positive relationships and an understanding of what people’s needs are
• See solutions and possibilities (not problems!)
• Are simply outstanding at what they do

Key Accountabilities:

• Builds trust, analyzes needs, and assists members to utilize the products or services which best meet those needs by outlining benefits and alternatives.
• Proactively reviews member relationships and identifies opportunities to deepen the relationship, promoting the advantages and benefits of Connect First Credit Union’s products and services.
• Provides prompt and efficient member banking transactions and services; completing balancing and reconciliation of all work daily.
• Educates and demonstrates to members how to use other service delivery channels such as digital and self-serve with the goal of making it easy.
• Ensures all documentation relating to assigned work is correct, in order, and follows risk guidelines according to policy/procedure.
• Applies policies and procedures in daily activities to meet safety, legal and privacy requirements.
• Assists and participates in campaigns, specific marketing initiatives and/or promotions for new products and services that promote sales and growth in key target areas.
• Maintains up-to-date knowledge of all credit union products and services in order to foster business development through service excellence and product knowledge.
• Proactively identifies and sets professional development plan goals; completes activities set out in the plan, influencing employee engagement and enablement.
• Actively participates in regular goal setting meetings and coaching sessions.

Experience and/or Educational Requirements:

• 2 – 3 years experience providing exceptional customer service, striving to exceed expectations.
• Experience in a credit union or banking environment is an asset.
• Grade 12 education or equivalent.
• Post-secondary education in finance or business-related field is an asset.
• An equivalent combination of education and experience may also be considered.

Skills and Competencies:

• Strong computer skills; able to pick up and navigate new and existing programs related to the job quickly.
• Excellent communication skills with a warm, clear, and confident approach; both written and verbal.
• Good organizational and multi-tasking skills.
• Good digital literacy skills, having the knowledge, skills, and confidence to keep up with changes in technology.
• Ability to quickly build rapport with members over the phone and using digital channels.
• Ability to remain calm and composed, solve problems, find answers, and understand complex systems.
• Motivated by challenging goals, the opportunity to continuously learn; possesses an intrinsic drive for results.
• Aptitude for numbers, with fast and accurate keyboarding and data entry skills.
• Attention to detail and ability to plan, schedule, organize and prioritize work assignments.

Qualified applicants are invited to apply online.

We thank all applicants for their interest. Please note applications will only be accepted online and only those applicants under consideration will be contacted.

For more information on Connect First Credit Union Careers, please visit

Click Here to Apply

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