Member Service Representative (Full-Time, Travel Required - Burlington and Hamilton)

Why DUCA? 

We’re a vibrant, exciting credit union that lives its "profits with a purpose" philosophy in every financial transaction, product, interest rate, and community initiative we offer. Founded in 1954, DUCA has grown from a single branch credit union in Toronto to 19 branches across Southern Ontario with over 85,000 Members we are proud to serve.  

We exist to help People, Businesses and Communities  Do More, Be More, and Achieve More™ . 

DUCA () is distinguished for the following: 

• Positive, un-big bank like service experience delivered through Member-facing staff in branch, on the phone (Member-Connect) and via our Mobile mortgage specialists, Wealth Management advisors and Commercial and Business Banking Account Managers. 
• Competitive rates.
• Personalized financial solutions, guidance, and service with the lowest possible fees for both Personal and Business Members.
• Profit sharing among Members.
• Multiple ways to bank—online, mobile app, phone/full-service Member Connect Contact Centre, and, of course, in-branch—DUCA is accessible 24/7 
• A community philosophy of “profits with a purpose” culminating in the creation of the DUCA Impact Lab ( a charitable foundation committed to helping the credit challenged and underbanked.  This led to DUCA's designation as a B-Corp certified organization, the first ever credit union to receive this global recognition.

A career with DUCA means you’ll find endless opportunities to make a difference with your unique abilities and perspectives.  Our people live their purpose while helping others Do more, Be more and Achieve more with their money and their lives.   At DUCA, you’ll be part of a vibrant and collaborative team where you’ll be supported to excel and make an impact, no matter what role you play. 

Member Service Representative (Burlington and Hamilton)

DUCA is currently looking for a full-time Roving Member Service Representative to join our dynamic Burlington and Hamilton branches!

The Member Service Representative is passionate about delivering outstanding service to customers, known as Members. We are looking for driven, organized individuals who thrive on interacting with Members, and are committed to helping identify opportunities through communication and inquiry. MSR’s are curious about what Members need and want to know what they can do to help Members do more, be more, and achieve more with their money and their lives.

Branch Hours
Mon to Wed: 9:30 am to 5:00 pm
Thur: 9:30 am to 7:00 pm
Fri: 9:30 am to 5:00 pm
Sat: 9:30 am to 1:00 pm

Job Purpose & Summary

The Member Service Representative (MSR) is passionate about delivering outstanding service to customers, known as Members. We are looking for driven, organized individuals who thrive on interacting with Members, and are committed to helping identify opportunities through communication and inquiry. MSR’s are curious about what Members need and want to know what they can do to help Members do more, be more, and achieve more with their money and their lives.

The MSR provides outstanding Member experience and service that is accurate, timely, and efficient. As a team player, the MSR thrives in an environment where partnering to deliver stellar solutions is top of mind. This role is ideal for someone who loves to juggle multiple priorities, and above all, is passionate about representing DUCA on the front line with a smile; greeting members when they arrive and ensuring every Member feels welcomed and recognized.

MSR’s help uncover opportunities where DUCA can better help existing and potential Members, with our fantastic array of banking solutions and services. Once they identify the opportunity, the MSR figures out who can best help the Member whether it be themselves or a DUCA advisor (Financial Services Officer). The MSR will always follow up to ensure the Member was taken care of.

As for the day-to-day responsibilities, the MSR will maintain cash balances, list and balance outgoing cheques, and balance all daily transactions. The MSR will ensure they are aware of, and adhere to, operating procedures and policies to safeguard the assets of the organization and the member.  Assists Branch to achieve Branch growth, targets, satisfactory compliance/audit

Key Accountabilities & Duties

• Delight each Member by providing outstanding service (both at the front counter and by phone), answering inquiries, and always striving to increase Member satisfaction
• Promote DUCA’s full range of services by explaining benefits and features of DUCA solutions, open new Member accounts, and make quality referrals to an advisor through proactive probing
• Make outbound awareness and service follow up calls to Members as well as proactive outbound calls to book advisor appointments
• Handle Member requests for deposits, withdrawals, transfers, and other routine transactions
• Identifies and fulfills Members’ financial service needs, e.g. cashing and certifying cheques, processing bill payments, ordering cheques, buying/selling foreign currencies, and processing wires, RRSP and term deposit transactions, as well as assisting Members get a debit card
• Having up front dialogue with members to uncover financial needs with a talent for “opportunity spotting”
• Solves Member issues using standard procedures and knows when to escalate non-standard issues, if
• Remains current and up to date on DUCA products, services, operational, and risk policies and procedures.
• Participates in local market business development opportunities and community involvement.
• Assists with counting large cash deposits.
• Completes general office duties, processing and administration as required 

 Occupational Experience & Education Requirements

• High School Diploma or equivalent (Undergraduate degree or equivalent preferred)
• Experience working with and handling cash
• Strong knowledge of computer systems
• Two years’ experience helping Members or customers in either a bank or credit union environment, preferred
• Previous experience with sales is considered an asset

 Knowledge, Skills & Attributes

• You have a desire to learn and grow
• Passion for working directly with Members and customers, finding ways to surprise and delight
• Committed team player, demonstrating your enthusiasm for your job and Member every day
• Multi-tasker who can organize and prioritize other work while putting the Member first
• Excellent interpersonal and communication skills, both verbal and written
• Strong attention to detail with ability to make decisions and provide friendly and personable service
• Strong administration, organizational, planning and time management skills

Department:  Retail Banking 

Primary Location:  Burlington   Branch - 2017 Mount Forest Drive, Burlington, ON, L7P 1H4

Hamilton Branch - 1270 Rymal Rd E, Hamilton, ON L8W 0C6

Employment Status:  Full-Time 

Hours per Week: 38 

Salary:  The annual salary range for this position is $40,634 to $50,793. Actual annual base salaries will vary depending on relevant job-related factors such as experience, knowledge, skills, qualifications, and education/training. This position may be eligible for discretionary bonuses.

Number of Exsisting Vacancies: 1

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Our hiring process includes AI screening for keywords and minimum qualifications. Talent Acquisition Partners review all results.

Qualified applicants are encouraged to submit their application.  Applications must include a resume.

We thank all applicants but only those considered for an interview will be contacted.