Remote Field Representative delivering OSCIA workshops, cost - share support, and project inspections. Engaging Ontario farmers and partners to advance sustainable agriculture programs.
About the role
- Part-time hybrid representative serving Meridian Credit Union members through phone, written, and electronic support. Resolving banking issues and improving member financial wellness.
Responsibilities
- Act as the frontline representative and face of Meridian Credit Union across all lines of business
- Provide exceptional support via phone, written, and electronic correspondence
- Listen to and respond promptly and accurately to Member inquiries and concerns
- Resolve service-related issues efficiently while maintaining high standards of Member care
- Identify opportunities to improve Members’ financial wellness and provide relevant guidance and support
- Follow Meridian and subsidiary policies and procedures, escalating situations to leadership when needed
- Maintain current knowledge of policies and procedures across business lines and transition between them during interactions
- Use CRM, Encore, Five9, UltiPro, Internet browsers, MS Office, and PDF tools to support Members
- Provide first-line technical support for online banking, e-Transfers, ABM/POS operations, Visa support, and card maintenance
- Participate in monthly coaching sessions and departmental training
- Collaborate with ECC peers and leadership using tools such as MS Teams
- Monitor and improve operational metrics including AHT, ACW, NR, schedule adherence, emails/ready hour, and referrals/35 hours scheduled
- Manage schedules, breaks, vacations, and training commitments
- Complete reports and documentation, including End-of-Day Blotters and weekly timecards
Requirements
- Post-secondary education or equivalent professional experience
- Minimum 1–2 years in a contact centre, financial services, or customer service environment
- In-depth understanding of banking, loans, mortgages, and investment products
- Familiarity with online banking systems, digital tools, and self-service platforms
- Knowledge of Member service techniques and experience strategies
- Awareness of financial regulations and compliance standards relevant to credit unions and banks
- Understanding of operations, policies, and procedures across different business lines
- Excellent verbal and written communication skills
- Strong analytical and problem-solving skills
- Proficiency in CRM systems, MS Office Suite, and relevant software
- Ability to build and maintain positive relationships with Members and colleagues
- Ability to identify Member needs and suggest appropriate products or services
- Excellent organizational and time management skills
- Ability to adapt to different communication styles, Member needs, and shifting priorities
- Empathy and ability to work effectively in a team environment
- Availability Monday to Sunday between 8:00 a.m. and 12:00 a.m.
- Confidence and willingness to learn and integrate AI and emerging technologies
- Experience with Microsoft Power Platform and Microsoft Copilot considered an asset
Benefits
- Paid vacation time and other time off
- Employer-paid health benefits
- Defined contribution pension matching
- Free banking and special rates on mortgages, lines of credit, and more
- Tuition reimbursement program
- Unique rewards and recognition program
- Flexible hours
- Home office work within Ontario
- Inclusive and collaborative work environment
- Training, tools, and technology provided
- Opportunity to learn from diverse industry leaders
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Degree requirement
No Education Requirement
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Part - time Field Representative delivering OSCIA workshops, cost - share programs, and inspections. Engaging Ontario farmers and agricultural partners to support sustainable rural agriculture.
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