Customer Service Specialist (Service)

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

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.

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. 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

DUCA is currently looking for a full-time Member Service Representative to join our dynamic Burlington branch!

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.

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. 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 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

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

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

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

High School Diploma or equivalent (Undergraduate degree or equivalent preferred)

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

Passion for working directly with Members and customers, finding ways to surprise and delight

Strong attention to detail with ability to make decisions and provide friendly and personable service

Strong administration, organizational, planning and time management skills

Employment Status: Full-Time

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.

DUCA is committed to employment equity and encourages applications from all qualified candidates.