Member Connect Lending Specialist

Why DUCA?

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 (www.duca.com) 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 (www.ducaimpactlab.com), 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 Connect Lending Specialist

DUCA is looking for a Member Connect Lending Specialist to join our growing team!

Job Purpose & Summary

The Member Connect Lending Specialist provides exceptional, knowledgeable and timely service to Members and prospective Members through a variety of mediums. Reporting to the Director, Member Connect, the incumbent is responsible for underwriting new credit applications, or retention of existing retail lending business and providing advice for all DUCA products and services. They have a strong aptitude for identifying opportunities for cross-selling and or up-selling the relevant products and services which meet our Member’s needs. The Member Connect Lending Specialist is adaptable, flexible and able to multi-task in an ever-changing multi-media environment.

Key Accountabilities & Duties

• Delivers an exceptional Member experience responding to both lending and general member inquiries knowledgeably and professionally through a variety of mediums including phone and email.
• Meets established retail lending, investment and ancillary product and service goals.
• Identifies opportunities during each Member interaction and promotes and cross-sell the appropriate DUCA products and services.
• Manages the Member Connect retention process for assigned mortgage portfolio.
• Completes credit analysis to underwrite credit applications in accordance with sound credit granting principles.
• Adheres to and maintains up-to-date knowledge of DUCA’s lending procedures and guidelines, and associated systems.
• Protects DUCA’s assets by adhering to all applicable lending regulations, policies and procedures, legal and ethical requirements, process requirements, and established risk guidelines.
• Strives to deliver a best-in-class customer experience by clarifying the member’s concern, determining the cause of the problem, selecting and explaining the best solution to solve the problem. Takes ownership and accountability for resolving member service inquiries and/or issues from beginning to end.
• Assists Members with setting up on-line banking options and accurately processing transactions on Member accounts within authorized limits.
• Provides leadership within the lending team, and within the contact centre generally.

Occupational Experience & Education Requirements

• 3 to 5 years’ experience in a contact centre environment with a lending background
• 1-2 years’ experience with banking and credit protocols
• Experience with retail underwriting guidelines and working across multiple credit application systems is preferred

Knowledge, Skills & Attributes

• Superior problem-solving skills
• Excellent telephone manners, communication and listening skills
• Ability to multi-task, organize and prioritize and adapt to change
• Keen attention to detail
• Ability to work in a fast-paced environment
• Self-motivated and energetic
• Team player

Working Conditions

Contact Centre environment

Department: Member Connect

Primary Location: Corporate Office

Employment Status: Full- Time

Hours per Week: 38

Salary: The annual salary range for this position is $51,904 to $64,880. Actual annual base salaries will vary depending on relevant job-related factors such as experience, knowledge, skills, qualifications, and education/training. This position may be eligible for discretionary bonuses.

Number of Existing Vacancies: 1

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Our hiring process includes AI screening for keywords and minimum qualifications. Talent Acquisition Partners review all results.

Qualified applicants are encouraged to submit their application. Applications must include a resume.

We thank all applicants but only those considered for an interview will be contacted.