Contact Centre Representative - Part-Time

Why Meridian?

At Meridian, our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Find our story here: About Meridian

As Contact Centre Representative (Part-Time Permanent)

Your primary role is to provide exceptional service, responding to and addressing our Members' diverse service needs. This position is centered on delivering outstanding support, fostering a positive and supportive environment for every Member interaction.

In this vital role, you are the first point of contact for Members seeking assistance. Your responsibilities involve actively listening to their inquiries and concerns, providing timely and accurate responses, and ensuring every Member feels valued and understood. Your goal is to resolve service-related issues efficiently while maintaining the high standards of Member care that define Meridian Credit Union.

While the focus of your role is on service, you also have the opportunity to enhance Members' financial wellness. By understanding their needs and situations, you can identify ways to improve their financial health and deepen their relationship with Meridian. This aspect of the role is about nurturing trust and providing relevant financial guidance and support, rather than pursuing sales or referrals as primary objectives.

Your contribution will also align with Meridian's commitment to Environmental, Social, and Governance (ESG) principles. This commitment is woven into our service approach, reflecting our dedication to responsible banking and the well-being of our Members and the broader community. In this role, you will not only respond to immediate service needs but also contribute to the long-term financial wellness and satisfaction of our Members, reinforcing the values and mission of Meridian Credit Union.

What you’ll do

Member Experience

• Frontline Representation: Act as the face of Meridian Credit Union, embodying our values in every interaction with Members and prospects across all lines of business.
• World-Class Member Experience: Provide exceptional service in all interactions, whether via phone, written, or electronic correspondence, ensuring each Member feels valued and understood.
• Timely Responses: Address Member requests and concerns promptly, aligning with our values and maintaining a Member-focused approach.
• Policy and Procedure Adherence: Understand and execute all relevant Policies and Procedures (P&P) of Meridian and its subsidiaries, recognizing when situations require escalation to leadership.
• Team Communications: Stay informed on all team and company updates, seeking clarification on new directions or expectations as needed.
• Multi-Business Line Support: Maintain up-to-date knowledge of P&P across various business lines and seamlessly transition between them during Member interactions.
• System Proficiency: Efficiently utilize company systems (CRM, Encore, Five9, UltiPro) and standard software (Internet browsers, MS Office, PDFs) to provide effective Member support.
• Technical Support: Serve as the first point of contact for technical issues, including online banking, e-Transfers, ABM/POS operations, Visa support, and card maintenance, resolving them within set timelines.

Personal Growth

• Coaching Sessions: Engage actively in monthly coaching, taking ownership of performance goals and seeking feedback for improvement.
• Training Participation: Attend and actively participate in departmental training, adhering to schedules and thoroughly reviewing materials.

Employee Experience

• Team Collaboration: Contribute positively to the ECC team, engaging with peers and leadership constructively.
• Relationship Building: Use tools like MS Teams to establish and nurture relationships, fostering a collaborative and supportive work environment.

Operational Support

• Key Metric Understanding: Actively engage with and aim to improve key business operational metrics such as AHT, ACW, NR, Schedule Adherence, Emails/Ready hour, and Referrals/35 hours scheduled.
• Schedule Management: Manage time effectively, ensuring adherence to start and end times, breaks, and scheduled vacations, and communicate any discrepancies promptly.
• Training Compliance: Understand and adhere to scheduled training times, completing assigned tasks within deadlines, and communicating any issues to the Assistant Manager.
• Documentation: Accurately and timely complete all required reports and documents, including End-of-Day Blotters and weekly timecards.

How you will succeed

Knowledge

• Financial Products and Services: In-depth understanding of Meridian Credit Union's products and services, including banking, loans, mortgages, and investment products.
• Digital Platforms: Familiarity with online banking systems, digital tools, and self-service platforms.
• Member Service Principles: Knowledge of effective Member service techniques and experience strategies.
• Regulatory Compliance: Awareness of financial regulations and compliance standards relevant to credit unions and banks.
• Multi-Line Business Operations: Understanding of the operations, policies, and procedures of different business lines within Meridian Credit Union.

Skills

• Communication: Excellent verbal and written communication skills, with the ability to convey complex information in a clear, empathetic manner.
• Problem-Solving: Strong analytical and problem-solving skills, capable of identifying and resolving Member issues efficiently.
• Technology Proficiency: Proficient in CRM systems, MS Office Suite, and other relevant software applications.
• Relationship Building: Skilled in building and maintaining positive relationships with Members and colleagues.
• Sales Acumen: Ability to identify and understand Member needs and suggest appropriate products or services (focus on Member experience over aggressive sales tactics).
• Time Management: Excellent organizational and time management skills, with the ability to prioritize tasks effectively.

Abilities

• Adaptability: Ability to adapt to different communication styles, Member needs, and shifting priorities.
• Empathy: Demonstrates empathy and understanding in all interactions, creating a positive and supportive experience for Members.
• Team Collaboration: Able to work effectively in a team environment, contributing positively.

Education And Work Experience

• Post-secondary education or equivalent professional experience.
• Minimum 1-2 years in a contact centre, financial services, or customer service environment.

Competencies

• Member Focus - Personally demonstrating that our Members are our highest priority.
• Proactive - Seize the initiative by anticipating needs and identifying opportunities to provide a higher level of service.
• Open Communication - Engaging in honest and transparent dialogue to develop mutual understanding, trust and cultivate deeper relationships.
• Business Savvy - Continuously acquiring the knowledge needed to do one’s job to the fullest, using internal or external resources and applying the knowledge productively.
• Partner Orientation - Initiates opportunities for collaboration and maintains productive relationships to achieve shared goals.
• Integrity - Doing the right thing by always acting with openness, honesty and respect.

This role represents an existing vacancy. Internal candidates are being considered as part of our standard process

Salary Range: CAD $45,000 – $49,823 annually

Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.

Join us! Our team works in a hybrid environment at 531 Lake St, St Catharines, ON L2N 4H6, CAN

As a Contact Centre Representative, you will have the opportunity to work flexible hours and work in your home office (within Ontario). The Contact Centre is open from 8am – 12:00 am Monday to Sunday. A successful candidate would need to make themselves available during these days and times.

Build the Future of Banking with Us

At Meridian, we’re not just adapting to the future—we’re shaping it. We see talent as a catalyst for sustainable growth , community impact , and future-readiness . As the financial landscape evolves, we’re looking for team members who bring:

• Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working. Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
• Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
• Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
• Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.

What's in it for you?

As a Certified Living Wage Employer, you are guaranteed to earn a living wage with us, including an impressive benefits package which includes:

• Paid vacation time, and other time off
• Employer-paid health benefits
• Defined contribution pension matching
• Financial benefits including free banking, and special rates on mortgages, lines of credits and more
• Tuition reimbursement program
• Unique rewards and recognition program

You will benefit from an inclusive and collaborative work environment that encourages creativity, curiosity, and celebrates success. You will also receive the right training, tools and technology needed to delight our Members, with the opportunity to learn from diverse industry leaders, who have hailed from top organizations around the world.

Our Story

Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 360,000 Members. Meridian has more than 75 years of banking history and is 100% owned by its members. With 89 retail branches and 15 Business Banking Centers across Ontario and $ 30B in assets under management, Meridian offers a broad range of financial products and services to its retail, business banking and wealth members. With over 2000 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve. Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.

Our Commitment to You

Meridian is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Meridian Credit Union.

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