Team Leader - Member Services

May 14, 2022

(Work place: Montréal)

Desjardins values diversity and equity in the workforce and is committed to meeting the needs of people with disabilities by adapting the recruitment process, as needed.

Desjardins Group is the largest cooperative financial group in Canada, and one of the largest employers in the country. It offers a full range of financial products and services and is home to a wealth of expertise in property and casualty insurance, life and health insurance, wealth management, services for businesses of all sizes, securities brokerage, asset management, venture capital, and secure, leading-edge virtual access methods.

Job Level

NV-05As a management support coordinator, you coordinate specialized activities and operations to help your unit achieve objectives and provide quality service to members, clients and partners. The ability to drive results is therefore essential. You assist as needed with HR management (vacation and leave, training, coaching, quality control, sales tracking, etc.).You help solve problems and prepare recommendations.

General Information on the Position

Main Responsibilities

  • Participate in work planning and assigning employees based on identified priorities. To this effect, update work schedules and plan for employee replacement to maintain the smooth operation of member and customer services.

  • Act as a resource for sector employees and provide them with the necessary support to carry out their activities. Assist them with processes and tools, authorize operations, and resolve cases of greater complexity.

  • Regularly monitor the queue and make necessary adjustments to boost productivity and improve service quality for members and customers.

  • Participate in resolving complaints and problems communicated to him or her.

  • Oversee the service centre's cash management: order, return and supply equipment, record cash transactions and reconcile general ledger accounts.

  • As needed, carry out monetary transactions and sell convenience products and services (e.g. Desjardins access card, Visa Desjardins card, AccèsD registration, fund transfers, account changes, traveller's cheques, authorized transit limit, inter-caisse authorizations, safety deposit boxes, cash orders). Perform the required operations, and, when necessary, follow up with members and customers.

  • Ensure that all activities are completed in a timely fashion and in accordance with prescribed quality standards.

  • Maintain the security of transactions and operations in accordance with current policies, practices and standards

Other working conditions

  • Workplace: The work arrangement for the position is full-time on-site work. #LI-Onsite

  • Number of jobs available : 1


  • College diploma in a related field

  • A minimum of 1 year of relevant experience

Please note that other combinaisons of qualifications and relevant experience may be considered

  • For vacant positions available in Quebec, please note that knowledge of French is required

Specific knowledge

  • Knowledge of all counter and convenience products and services

  • Knowledge of all Desjardins products and services aimed at caisse members and those offered by business centres, components, distribution networks/channels and as well as those of competitors

  • Knowledge of security measures, legal framework and internal controls

  • Understanding of the philosophy and fundamentals of financial services cooperatives

  • Knowledge of policies, legislation, standards and ethics governing the operations of the caisse and its centres

  • Knowledge of operating procedures related to convenience products and services and automated and assisted transactions

  • Knowledge of service standards

Desjardins Cross-sector skills

Action oriented, Customer Focus, Differences, Nimble learning

Key competencies for the job

Drive results, Plans and aligns

Work Location

Caisse Desjardins du Complexe Desjardins

Trade Union

Non Syndiqué

Unposting Date


Job Family

Management support and expertise support (FG)

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