• Job Description

  Req#: 196126

  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 ( www.duca.com ) is the fastest organically growing large Credit Union in Canada 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 (www.ducaimpactlab.com), 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 one of Canada’s fastest growing credit unions 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 Experience Supervisor

  DUCA is currently looking for a Member Experience Supervisor to join our dynamic Willowdale Branch!

  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 Experience Supervisor (MES) is responsible for leading all aspects of customer service delivery for the branch, including supervising and coaching the team of Member Service Representatives (MSRs) and Senior MSRs. The MES is responsible for equipping MSRs with the knowledge, skills, and resources to complete day-to-day retail banking transactions accurately and efficiently, always with a focus on providing an excellent customer service experience. The MES trains, coaches, and develops the MSR team to have quality advice conversations with customers, in which they identify and act on opportunities to help customers achieve their financial goals.

  The MES is responsible for scheduling and planning the work of the MSR team, providing day-to-day guidance and supervision, completing annual performance reviews in conjunction with the branch manager, and leading the MSR team to achieve their targets. This position is also responsible for branch operation duties, including daily cash balancing, creating the branch schedule, producing reports, compliance, and audits. The MES will also complete all Branch Managers functions in their absence.

  Key Accountabilities & Duties

  • Establish and maintain a Member-centric/customer-centric focus for the branch, promoting lobby leadership and a high-level of customer service in all interactions through ongoing feedback and by leading by example
  • Provide day-to-day guidance, support, supervision, and coaching to the MSR team, ensuring all customer banking transactions are handled accurately, efficiently, and in compliance with DUCA policies and procedures
  • Provide coaching to MSRs on the total relationship with the customer, ensuring opportunities and interactions are maximized to help customers achieve their objectives
  • Provide ongoing training and support to MSRs to maintain product and service knowledge, enabling MSRs to understand a customer’s financial profile, spot opportunities, and make quality referrals to internal partners
  • Lead by example by delivering exceptional customer service through developing relationships, maintaining regular communication, and providing timely responses and value-added information to Members
  • Assist with customer complaints or concerns, and promote problem resolution at the first point of contact
  • Lead branch activities and campaigns through motivating and encouraging the team to work collaboratively towards achieving targets and goals, while always acting in the best interest of our Members
  • Manage performance of MSR team, including training, coaching, mentoring, and conducting performance reviews in conjunction with input from the branch manager
  • Participate in the recruitment and selection process for the MSR team
  • Identify training requirements for the MSR team and work with Branch Manager to develop a plan to close gaps
  • Remain up-to-date on DUCA products, services, operational and risk policies and procedures
  • Provide banking solutions to meet Member’s needs, including but not limited to; opening new accounts, assisting with credit applications and investment advice and associated documentation
  • Supervise branch administration duties, including: holds report, NSF report, daily, weekly and monthly reconciliations of ATM, treasuries and CRU completed by the SMSR.
  • Make decisions that mitigate risk, adhere to policy and procedure, and do what is best for the Member
  • Ensure effective use and integration of CRM in all advice based activities i.e. outbound calls
  • Contact Members to discuss their banking experience with MSRs and provide feedback/coaching to MSR
  • Complete Branch Manager functions in their absence

  Occupational Experience & Education Requirements

  • Post-secondary education
  • Minimum of 3 years’ banking experience
  • Minimum of 1-2 years’ experience in a leadership or people management/supervisory position

  Knowledge, Skills & Attributes

  • Passion for providing excellent Member service and helping Members to achieve their goals
  • Knowledge of all retail banking products and services
  • Proven sales and advice skills
  • Proven leadership skills with the ability to coach, lead and motivate a team
  • Strong relationship management skills
  • Strong written and verbal communication skills
  • Strong business acumen and financial industry knowledge
  • Strong attention to detail and time management skills
  • Excellent problem-solving ability
  • Proficiency in Microsoft Office products, including Outlook, Word, Excel, and PowerPoint

  Department: Retail Banking

  Primary Location: Willowdale Branch - 5290 Yonge St, North York, ON M2N 5P9

  Employment Status: Full-time

  Hours per Week: 38

  Salary: The annual salary range for this position starts at $56,172. Actual annual base salaries will vary depending on relevant job-related factors such as experience, knowledge, skills, qualifications, and education/training. Depending on the position, DUCA’s total compensation package may include incentive compensation tied to company and individual performance or other benefits.

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

  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.

• About the company

  DUCA exists to help people do more, be more and achieve more with their money and their lives. We do this by offering the best banking products and services in our branches, online and from mobile devices. We’re driven by a cooperative philosophy that ...

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