Member Contact Centre Advisor

As a Member Contact Centre Advisor at Servus Credit Union, your main responsibilities will include responding to member inquiries through multiple communication channels such as phone, email, chat, SMS, and video calls. You will proactively identify sales opportunities, provide knowledgeable financial advice, and assist members with their online banking needs. Additionally, upholding fantastic member experiences by adhering to company standards is crucial, as is participating in various campaigns while maintaining call quality.

To qualify for the Member Contact Centre Advisor position at Servus Credit Union, you should have a minimum of two years of successful sales experience, preferably in customer service or retail banking. A high school diploma is required, and while not mandatory, post-secondary education in Finance and call center experience are advantageous. Importantly, we seek candidates who align with our cooperative values and can demonstrate strong negotiation skills.

Yes, the Member Contact Centre Advisor position at Servus Credit Union is fully remote, allowing you to work from anywhere within Alberta. However, please be prepared for flexible shifts as our contact centre operates 24/7. This includes a mix of day, evening, weekend, and holiday shifts, so adaptability is key!

Servus Credit Union offers an impressive array of benefits for Member Contact Centre Advisors, including health and wellness coverage, vacation time, retirement savings programs, and career advancement opportunities. Additionally, you can expect competitive compensation, performance-based incentives, and applicable training and development programs. Employees also enjoy unique perks as members of the credit union, such as profit sharing and participation in community service initiatives.

Working as a Member Contact Centre Advisor at Servus Credit Union means making a meaningful impact on the financial well-being of our members, who are also part of our community. Your role entails not just providing outstanding service but also taking part in our employee volunteer program, where you’ll have opportunities to give back and contribute to the communities we serve. This symbiotic relationship enriches both the advisors and the members.

When answering this question, select a specific instance that highlights your sales skills and resilience. Outline the scenario, the challenges you faced, the strategies you employed to overcome those challenges, and the final outcome. This demonstrates your problem-solving ability and helps showcase your commitment to customer satisfaction.

Discuss your methods for prioritizing tasks, such as using lists, setting timelines, or employing digital tools to manage your workload. Provide an example of a busy situation where your organizational skills helped you stay on track while maintaining a high level of service quality.

To address this question, outline the key strategies you use for exceptional service, such as active listening, empathy, prompt communication, and follow-ups. Sharing a personal story can evoke the impact of your approach and will help to illustrate your customer service philosophy effectively.

Demonstrate your conflict resolution skills by detailing your approach to handling difficult customers. Emphasize your ability to listen, empathize, remain calm, and propose solutions until a resolution is found. Providing a real-life example strengthens your response.

Research Servus Credit Union thoroughly before the interview to understand its values, mission, and community involvement. Highlight specific aspects that resonate with you, such as their commitment to member services, cooperative values, or their standing as one of Canada’s Best Managed Companies.

Discuss how you set personal goals, keep track of your progress, and maintain a positive mindset. Share any techniques, such as visualization or motivational reminders, that inspire you to remain driven and focused on achieving sales targets.

Use the STAR method (Situation, Task, Action, Result) to illustrate your example. Describe a scenario where you recognized a need or gap in your customer’s situation, the steps you took to address it, and the resultant sales outcome. Emphasize your analytical skills and attentiveness to customer needs.

Enumerate the CRM systems, communication tools, or sales platforms you’ve used before, emphasizing your familiarity with technology that can enhance productivity in a customer service role. Mention any specific experiences where these tools helped you achieve your sales targets.

Provide a thoughtful response that includes steps like acknowledging their frustration, actively listening to their concerns, offering potential solutions, and ensuring follow-up support. Stress the importance of building trust and retaining customer loyalty even after issues arise.

Discuss how the Member Contact Centre Advisor position aligns with your aspirations, such as a desire to grow within the financial services industry or to take on management roles in the future. Convey a commitment to developing your skills and contributing to Servus Credit Union's success.