Meridian Credit Union

Representative

• 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

Contact Centre Representative