Remote customer service representative supporting global brands for Teleperformance. Handling customer queries, technical troubleshooting, scheduling, and data entry across Canadian provinces.
About the role
- Bilingual member support specialist serving Assiniboine Credit Union members through personalized financial guidance and multiple communication channels. Promoting digital banking, resolving concerns, and supporting sustainable community-focused growth.
Responsibilities
- Develop, retain, and grow member relationships through advice-based conversations and tailored financial solutions across multiple channels
- Refer quality opportunities to appropriate internal experts or partner channels when outside of scope
- Promote digital solutions and proactive self-serve advice to drive member engagement and adoption
- Deliver efficient, effective, and confidential member interactions aligned with service standards and contact center KPIs
- Achieve individual performance targets and collaborate with the team to meet or exceed goals
- Maintain working knowledge of ACU and Outlook Financial processes, procedures, industry trends, competitor products, and strategies
- Resolve member concerns using de-escalation techniques and escalate complex matters appropriately
- Identify and recommend process improvements to enhance efficiency, member experience, and internal workflows
- Assess and process requests within assigned authorities while following credit union procedures, internal controls, and risk management policies
- Participate in strategic sales, service, marketing, and organizational initiatives supporting member and community relationships and sustainable growth
- Maintain confidentiality and privacy
- Execute internal policies and procedures to ensure compliance with regulatory and legislative requirements
- Work Monday to Saturday during Member Communication Centre business hours
Requirements
- High school diploma
- Minimum 1 year to 3 years of demonstrated experience in a member-focused, goal-oriented environment, preferably within financial services
- A combination of relevant experience and education will be considered
- Excellent customer/member service focused on understanding needs and providing support
- Strong verbal and written communication skills in both French and English
- Emotional intelligence to adapt style, show empathy, and manage interactions effectively
- Results-driven with ability to meet or exceed goals
- Strong problem-solving and critical thinking skills
- Ability to work independently with strong self-management
- Efficient multitasking in fast-paced environments with attention to detail
- Proficient with computers and multiple software/communication tools
- Above-average typing speed and accuracy for efficient documentation
- Ability to work Monday to Saturday during Member Communication Centre business hours
- Commitment to confidentiality, privacy, compliance, and risk management
Benefits
- Training programs and long-term career development
- Competitive total compensation program
- Bonuses
- Matched pension program
- Health and dental benefits
- Supportive workplace culture
- Diversity and inclusion
- Social and environmental responsibility
Job title
Job type
Experience level
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