Contact Center Representative

  • 247 E Main St, Welland, ON L3B 3X1, Canada
  • Full-time

Company Description

Why join PenFi

We have a lot of reasons to be proud to work here.

  • We have a generous benefits package, defined contribution pension plan and performance based success sharing to wellness days and allowances and leadership and learning development investments
  • Local is everything. We're all about working with local businesses and partnering with our communities to make them strong and vibrant
  • As a credit union, living the co-operative principles are part of our long and rich history
  • We develop meaningful relationships with our co-workers and members - that means learning about their passions, families, ambitions and doing what we can to improve their lives
  • We have a unique culture where we take our business seriously, but we like to have a little fun along the way
  • Education is a priority and we offer an abundance of leadership and professional development programs and training to help you be the best you can be
  • Corporate Social Responsibility is alive and well. From our partner Socks for Change to delivering financial literacy to new Canadians, to reducing our impact on the environment to being the official sponsor of the Niagara 2022 Canada Summer Games - we donate our time, money and expertise
  • We are all PenFi ambassadors and we live our truly local brand from the inside out

Who we are

PenFinancial Credit Union has been helping Niagara grow for over 60 years. With nearly 20,000 Members, and a rich history, our roots are firmly planted and our future is strong. As a values-driven co-operative we believe the prosperity of our Members and our community go hand in hand, and we’re on a mission to improve lives and strengthen communities.

Job Description

The Contact Centre Representative provides excellent customer service that is accurate, timely, and efficient to our Members in all interactions. CCR’s also uncover opportunities where we can better help Members, and potential Members, with our various banking solutions/services and refers them to appropriate branch partner to help Members achieve their financial goals. The CCR will ensure they are aware of, and adhere to, operating procedures and policies to safeguard the assets of the organization and the Member.

Differentiating Accountabilities:

  • All aspects of delivering a centralized highly responsive inbound/outbound Member call center.
  • Member friendly centralized telephone reception current need from M-W 8:30 am to 5:30 pm and T-F 8:30 am to 6:00 pm and Saturdays 9:00 am to 1:00 pm.
  • Member service through multi-channel contacts; including telephone, web chat and email as required.
  • Detailed and knowledgeable technical support while building member relationships including support with: mobile app; password resets; login issues, online web navigation, etc.
  • Create excellence for inbound/outbound member experience responding to inquiries on matters such as:
    • account balances;
    • statement inquiries;
    • address updates;
    • information on opening accounts;
    • fee structures;
    • interest inquiries;
    • credit union procedures;
    • product information;
    • appointment setting for in-person meetings regarding any financial advice.
  • Support effective sales management practices as part of PenFinancial’s sales and service delivery team.
  • Assist branch sales team by ensuring all opportunities are identified and updated in our Customer Relationship Management System (CRM) to ensure a full financial relationship with members
  • Identify opportunities for referrals, and make recommendations based on PenFinancial policy
  • Answer enquiries and probe for cross service opportunities
  • New member experience expert for members joining the Credit Union through digital platform.
  • Answer inquiries and identify opportunities for future contact, follow-up and increasing depth of member relationship.
  • Role is universal in nature. Responsible for a mix of duties including, member conversations and member outreach, as well as transactional and administrative support as required.
  • Availability to address and de-escalate any complaints and immediately refer to correct internal resource
  • Engage in curious conversations with members to help identify opportunities to add value to their lives
  • Perform other assigned responsibilities.


  • High School Diploma or equivalent (Post-Secondary School Preferred)
  • Experience assisting Members in a bank or credit union for a minimum of 2 years considered an asset
  • Previous Call Centre experience considered an asset
  • Knowledge of TFSA, RESP, and RRSP considered an asset.

Additional Information

To learn more visit

While we welcome all applications, only those who are selected for an interview will be contacted.

Accessibility accommodations will be made for job candidates upon request.