Member Service Representative

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We’re a vibrant, exciting credit union that lives its "profits with a purpose" philosophy in every financial transaction, product, interest rate, and community initiative we offer. Founded in 1954, DUCA has grown from a single branch credit union in Toronto to 19 branches across Southern Ontario with over 85,000 Members we are proud to serve.

We exist to help People, Businesses and Communities  Do More, Be More, and Achieve More™ .

DUCA () is distinguished for the following:

Positive, un-big bank like service experience delivered through Member-facing staff in branch, on the phone (Member-Connect) and via our Mobile mortgage specialists, Wealth Management advisors and Commercial and Business Banking Account Managers.

Competitive rates.

Personalized financial solutions, guidance, and service with the lowest possible fees for both Personal and Business Members.

Profit sharing among Members.

Multiple ways to bank—online, mobile app, phone/full-service Member Connect Contact Centre, and, of course, in-branch—DUCA is accessible 24/7

A community philosophy of “profits with a purpose” culminating in the creation of the DUCA Impact Lab (), a charitable foundation committed to helping the credit challenged and underbanked. This led to DUCA’s designation as a B-Corp certified organization, the first ever credit union to receive this global recognition.

A career with DUCA means you’ll find endless opportunities to make a difference with your unique abilities and perspectives.  Our people live their purpose while helping others Do more, Be more and Achieve more with their money and their lives.  At DUCA, you’ll be part of a vibrant and collaborative team where you’ll be supported to excel and make an impact, no matter what role you play.

Member Service Representative – Full Time
We are currently looking for a Full‑Time Member Service Representative (MSR) to join our dynamic Willowdale branch.

Branch Hours
Mon to Wed: 9:30 am to 5:00 pm
Thu: 9:30 am to 7:00 pm
Fri: 9:30 am to 5:00 pm
Sat: 9:30 am to 1:00 pm

Job Purpose & Summary
The MSR provides outstanding Member experience and service that is accurate, timely, and efficient. They represent DUCA on the front line, greet Members, and help them uncover opportunities to better meet their financial needs. The role requires juggling multiple priorities and collaborating with advisors to ensure every Member is taken care of.

Key Accountabilities & Duties

Delight each Member by providing outstanding service (both at the front counter and by phone), answering inquiries, and always striving to increase Member satisfaction.

Promote DUCA’s full range of services by explaining benefits and features, open new Member accounts, and make quality referrals to advisors through proactive probing.

Make outbound awareness and service follow‑up calls to Members as well as proactive outbound calls to book advisor appointments.

Handle Member requests for deposits, withdrawals, transfers, and other routine transactions.

Identify and fulfill Members’ financial service needs (cashing and certifying cheques, processing bill payments, ordering cheques, buying/selling foreign currencies, processing wires, RRSP and term deposit transactions, and assisting Members with debit cards).

Engage in front‑door dialogue to uncover financial needs and spot opportunities.

Resolve Member issues using standard procedures and courteously escalating non‑standard issues when necessary.

Remain current and up‑to‑date on DUCA products, services, operational, and risk policies and procedures.

Participate in local market business development opportunities and community involvement.

Assist with counting large cash deposits.

Complete general office duties, processing and administration as required.

Occupational Experience & Education Requirements

High School Diploma or equivalent (Undergraduate degree or equivalent preferred).

Experience working with and handling cash.

Strong knowledge of computer systems.

Two years’ experience helping Members or customers in a bank or credit union environment, preferred.

Previous experience with sales is considered an asset.

Knowledge, Skills &…