Careers

We are currently looking for a self-motivated and innovative individual to join our Contact Centre Team as a Contact Centre Officer working out of our Bloor branch in Toronto, ON.  This is a permanent full-time position with extended health benefits. Previous experience working in a financial institution or call-centre is an asset. 

Function

As a part of the Contact Centre Team, you will play an important role in the roll-out and implementation of new technologies, designed to improve the Member experience.  Included in this initiative is the introduction of Interactive Teller Machines (ITMs), enhancing the traditional ATM services available at our branches.  These new ITMs will allow a Member to communicate with a UCU representative through audio and video, just as if they were in person at a branch.  The Contact Centre Officer will also assist Members over the phone, email, SMS (Text), Chat and emerging technologies. 

This position will be at the leading edge of digital transformation within the Contact Centre, and will act as an ambassador for change within organization. An out-going individual that desires to be part of this exciting opportunity to increase Member engagement by embracing new Contact Centre technology to provide advice and enhance the Member experience.  

Primary Duties and Responsibilities

• Enhance the Contact Centre by providing warm, friendly service at all points of contact which would include body language, verbal and written communication
• Provide prompt, accurate efficient transactional service to Members, including deposits, withdrawals, cheque cashing, Member cards and pinning, cheque ordering and general statement inquiries
• Be the primary Contact Centre Representative for our ITM service, phone calls, emails, chat, SMS (Text) as well as part of the overall Contact Centre Team at the Contact Centre
• Exhibit strong problem resolution skills, taking ownership for a complaint or concern and with finding a solution if possible
• Be comfortable bring on camera for video calls for Members at an ITM
• Communicate with Members through telephone, on-line chat, SMS (Text) and email
• Communicate current marketing promotions and programs to Members during conversations for upsell and cross sell based on the Member’s financial needs
• Provide products and services recommendations and advice to Members to increase share of wallet and ensure we are the primary financial institution of choice based on the Member’s needs
• Utilize the sales cycle to optimize value for Members and fully capture all sales & service opportunities including follow up by using our CRM. Provide relevant and qualified referrals based on business plan and assigned goals (i.e. Wealth Management, Commercial, Investments)
• Provide feedback to management on how Members are communicating through the various channels to improve the Member Experience
• Provide overall Member feedback to managementAttend and participate in team meetings with positive attitude and open mind
• Flexible hours/Shift work:  hours may be from 730am to 4 pm, or from 1030am to 7pm, Monday to Friday, and 730am to 1pm on Saturdays.  These hours may expand as necessary to meet Member needs.
• Performs other related duties as assigned by next level management as, and when, required.  

Our Ideal Candidate

• Financial industry or Contact Centre experience preferred, especially credit union experience
• Post-secondary education degree completion (university or college) or equivalent experience
• Be Member Centric, strive to exceed Member expectations at every point of contact
• Preference given to fluency in Ukrainian and English (verbal and written)
• Maintain professional appearance
• Demonstrate empathy and patience to promote a caring culture
• Embraces change
• Excellent verbal and written communication skills
• Strong time management and organizational skills
• Strong Member service and communication experience
• Excellent problem solving and decision making skills
• Digitally savvy - Strong working knowledge of Digital technology solutions
• Strong technology skills: understands how chat windows are used on various website, SMS/Texting, broad Internet skills, other emerging technologiesStrong computer skills including Microsoft Office site
• Excellent typing skillsProven attention to detail skills   

Job Specifications 

Education

• Preference for post-secondary degree completion: university or college or equivalent experience  

Key Relationships

• This position interacts with all branch positions, credit union Members, Members of the community, and other internal teams and management.
• This position plays a role in working collaboratively and transferring knowledge to others. 

Working Conditions

• This position is based out of our Contact Centre in Toronto, ON, or other location(s) as may be assigned. 
• A standard office environment is provided.
• Travel to various credit union and meeting locations within the province may be required.
• Concentration is required when working with computer systems and analyzing data.
• Overtime may be required based on the needs of the organization
• Works with confidential and/or sensitive information and must maintain confidentiality at all times.
• We also require flexibility in scheduling, as this position sometimes requires individuals to work outside of normal business hours. Contact Centre operating hours M-F 8am-7pm; and Saturday’s 9am – 1pm, hours are subject to change as per business needs. 

 UCU is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please let us know.

Vaccination Condition

COVID-19 vaccinations are the most effective way to safeguard the health of our employees and our overall workplace. As such, offer of employment is also conditional upon UCU receiving written confirmation of your receipt of a full series of a COVID-19 vaccination approved by Health Canada. UCU’s requirement that you be vaccinated is subject to any accommodation obligations it may have under the Ontario Human Rights Code.

Please note Ukrainian Credit Union Limited has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical need, please let us know so that arrangements can be made for the appropriate accommodations during the recruitment process.

For consideration, please submit your resume by email to Andrew Rozanec, Human Resources Manager, careers@ukrainiancu.com no later than June 30, 2022.

We thank all applicants for their interest. Only those candidates selected for interviews will be contacted.

We are a thriving credit union, known for extraordinary member service that has deep roots in the community. The company serves its individual, organizational and business- based members with high integrity, sound stewardship and competitiveness. 

We are currently looking for a Loans Officer with our St. Catharines branch location. You will report directly to the Branch Manager. As the Loans Officer, you will be primarily responsible for generating business volumes and revenues. This includes increasing the credit and deposit portfolio. 

As a key member of the Branch team, the Loans Officer will:

• Market the credit union’s products and services by promoting, up selling and cross selling a full range of lending and investment vehicles.
• Actively solicits new sales opportunities through warm and cold calling potential community businesses as well as through staff referrals.
• Maintains a high profile within the branch trading area and actively seeks out opportunities to build and foster relationships with members, non-members and business contacts.
• Champions the credit unions sales culture by demonstrating exemplary sales skills, especially during all branch campaigns and promotions.  

Duties and Responsibilities: 

• Identifies opportunities to promote, up sell and cross sell credit union lending products including consumer loans, mortgages, lines of credit and credit cards.
• Being a product specialist, providing good financial advice by identifying services members need.
• Qualifies all loan and mortgage opportunities by conducting member interviews, analyzing relevant financial information, verifying loan application information and investigating other variables affecting loan viability.
• Approves loans and mortgages within discretionary limits; makes recommendations for approvals or declines to next level management if outside discretionary limits.
• Prepares and processes all appropriate documents associated with loans and mortgage approval including, insurance and cheque disbursements; liaises with all relevant agents such as home inspectors and lawyers.
• Develops a process for early identification of problem accounts and promptly takes action to minimize risk; initiates ‘soft’ collection activity by following up delinquent accounts.
• Develops a process to identify investment, loan and mortgage renewals; initiates contact with member to maintain accounts and relationships.
• Meet sales targets for non-interest income products.
• Promote, recommend and explain digital services to members.
• Represents the credit union in the community by participating in local business activities and community functions, as required by management and for business development purposes.
• Maintains strict adherence to credit union and branch operating procedures, lending policies and security procedures with respect to assigned authorities and responsibilities; reports any unusual occurrences or fraudulent activity to next level management upon discovery.
• Performs other related duties as assigned by next level management as, and when, required. This may include opening member accounts, producing reports, assisting members with regular transactions and assist Member Service staff.  

Our Ideal Candidate: 

• Completion of a post-secondary degree with a concentration in Finance, Commerce, or Accounting is an asset, or has equivalent work experience.
• Minimum of 1 year experience in credit underwriting; and generating mortgage and loan business in a credit union or other financial institution.
• Able to demonstrate knowledge of member life cycle needs; knowledge of features and benefits of lending, investment, and deposit products; knowledge of interviewing solicitation and telemarketing skills.
• Excellent communication and negotiation skills.Strong team player; working collaboratively in a small branch setting.
• Proven experience in sales.
• Confident, self-starter, proactive
• Flexible and demonstrates high degree of adaptability, able to organize effectively and manage multiple priorities
• Computer literate – Word, Excel; PowerPoint, Outlook
• Embrace learning and utilizing new technologies
• Bilingual – English, and Ukrainian an asset 

Job Specifications 

Key Relationships

• This position interacts with credit union members, all branch positions and members of the community, including the business community within the branch trade area.
• This position plays a role in transferring skills and knowledge to others. 

Working Conditions

• A standard office environment is provided however due to the nature of the business, there is risk of exposure to hold-ups and threats.
• Travel to various credit union and meeting locations within the province may be required.
• Works with confidential and/or sensitive information and must maintain confidentiality at all times.
• Concentration is required when working with computer systems.
• Regular interruptions by staff and members (unscheduled appointments) 

UCU is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please let us know. 

Vaccination Condition

COVID-19 vaccinations are the most effective way to safeguard the health of our employees and our overall workplace. As such, offer of employment is also conditional upon UCU receiving written confirmation of your receipt of a full series of a COVID-19 vaccination approved by Health Canada. UCU’s requirement that you be vaccinated is subject to any accommodation obligations it may have under the Ontario Human Rights Code.

Please note Ukrainian Credit Union Limited has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical need, please let us know so that arrangements can be made for the appropriate accommodations during the recruitment process.

For consideration, please submit your resume by email to Andrew Rozanec, Human Resources Manager, careers@ukrainiancu.com no later than June 30, 2022.

We thank all applicants for their interest. Only those candidates selected for interviews will be contacted.