Contact Centre Representative

Meridian Credit Union

. Act as the frontline representative and face of Meridian Credit Union across all lines of business .

Posted 9/15/2026part-timeSt. Catharines • CanadaJunior💰 CA$45,000 - CA$49,823 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Member service techniques, financial products, and compliance standards while effectively utilizing CRM systems and digital tools to enhance Member interactions. Capable of analyzing Member needs and providing tailored support in a fast-paced contact center environment.

Highest-signal resume keywords

Member Service TechniquesCRM Systems ProficiencyFinancial Products KnowledgeAnalytical Problem-Solving SkillsExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Banking KnowledgeLoans UnderstandingMortgages KnowledgeInvestment Products KnowledgeOperational Procedures UnderstandingTime Management SkillsOrganizational SkillsTechnical Support for Online BankingExperience with Financial RegulationsExperience with Digital Tools

Soft Skills

EmpathyTeam CollaborationAdaptabilityRelationship BuildingStrong Communication

Tools & Technologies

CRMEncoreFive9UltiProMS Office SuiteMicrosoft Power PlatformMicrosoft CopilotInternet BrowsersPDF ToolsMS Teams

Industry Keywords

Contact Centre ExperienceFinancial ServicesCustomer Service EnvironmentCompliance StandardsSelf-Service PlatformsOperational MetricsMember CareCoaching and TrainingEscalation ProceduresEmerging Technologies

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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