• Act as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary). • Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response. • Create detailed Jira tickets for every bug, feature request, or issue ensuring all tickets include vital context. • Triage incoming issues based on urgency with intelligent escalation processes. • Guide new merchants through the onboarding checklist including technical setup tracking and A/B test launch coordination. • Maintain the onboarding tracker for all active accounts to ensure customers hit their go-live milestones on schedule. • Prepare and deliver daily and weekly reports summarizing ticket statuses and customer health concerns.

Role Description As the national voice and national forum for Canada's credit union, CCUA actively leads and participates in initiatives to build successful, competitive, and growing credit unions in Canada. Our team of experts are called on to provide support to our members through strong advocacy, expert research and the provision of value-add services. The Sales Support Specialist will be responsible for the support, service, and operational activities required to meet annual sales objectives. This will encompass supporting sales activities and strengthening relationships with CCUA member credit unions, under the direction of their manager. The role will collaborate with frontline teams to support sales, member satisfaction, and the execution of tactical sales plans. Qualifications - University Undergraduate degree or College diploma or equivalent work experience - 2-3 years of relevant experience in sales or client/member engagement roles - Credit union and/or FI experience is considered an asset - Experience with sales of education, sponsorships and/or memberships would be an asset - Experience managing a small portfolio of accounts would be an asset - Comfortable working in a virtual environment and hosting virtual learner events - Ability to use Office technology, software, and applications - Excellent command of the English language, including both verbal and written communication skills - Product promotion and marketing - Strong attention to detail - An understanding of the credit union sector and/or association services would be a benefit - Knowledge of digital learning platforms (LMS) and AI tools would be an asset Requirements - Support the sales activities and ensure timely, quality, and service standards are met on inbound and outbound email, telephone, and digital inquiries - Provide support to the credit union Learning and Training teams to support the understanding and integration of CCUA Education offerings - Deliver outstanding service to learners and credit union key contacts through assigned proactive outreach, follow-up sales-related tasks as uncovered by their manager, and/or when responding to incoming credit union inquiries - Contribute to the Education & Professional Development revenue targets by actively and effectively selling products and services through relationship-building practices and an advice-based approach - Track progress and outcomes of identified member credit union needs and opportunities using various internal tools - Support their manager by assembling product options, pricing/packaging references and/or completion of various credit union agreement templates as defined by the manager - Uncover and qualify opportunities by identifying needs and triggers from member activity and interactions and summarizing recommendations for their manager - Stay up to date on the full range of CCUA products, services, programs, and partnership offerings - Engage in dialogue with learners and/or assigned credit union key contacts to better understand their needs for education and professional development products - Use listening and discovery skills to uncover new credit union learning opportunities or needs and recommend potential solutions to address those needs - Review post-session learner and faculty feedback to identify learners with compelling stories for future marketing and communication efforts - Provide input into social media, eNews, and learner communication based on CCUA Education and Professional Development program features and benefits and feedback from learners and faculty - In collaboration with their manager, analyze data to determine targets for future product and/or service delivery - Seek opportunities for enhancing digital processes, programs, and experiences - Bring forward emerging digital trends that support industry-leading learner experiences - Identify and make recommendations to eliminate manual processes and digitize processes when possible - Identify potential barriers to digital adoption at the learner and/or credit union organization level and make recommendations to address those barriers - Encourage digital adoption at the learner and/or credit union organizational level where appropriate Benefits - This role is a remote-first opportunity that allows for flexibility to work from the comfort of their home or location of choice within Canada - Office spaces in select provinces across Canada are available for those who prefer or require an in-office setting from time to time - Minimal travel for work-related events may be required from time to time Company Description We aim to foster an inclusive culture where our differences are celebrated and viewed as the strength that drives our collective impact and success. Our goal is to honour and embrace our authentic stories and those of our members. At our core, we respect and appreciate diverse perspectives, and we are committed to the true meaning of cooperative values, rooted in our mission to serve our members and advance our communities. We recognize that no candidate may meet every qualification. If your experience aligns with many of the requirements, we encourage you to apply. We are committed to employment equity and encourage applications from qualified individuals. Recruitment-related accommodations for organizational positions will be provided upon request.

• The primary role of this position is to follow up in a timely manner with record providers to secure copies of records in response to our written requests. • Review call sheet on daily basis from Team Leader • Make phone calls to each provider to confirm our written request was received • Update the MCS diary system with the contents of the call so our clients can read the progress of their assignments in status message, in accordance with company timeline protocol • Diary the next call for proper follow up activities • Assign the proper codes for status messages to client • Determine if a copy fee is required and arrange the preparation of the check • Inform Request Processing of any address changes to providers or clients • Keep Client Specialist informed of difficult Providers • Prepare excel spreadsheets as required by Providers

• The position of Yacht Insurance CSR at Newcoast is responsible for the development and servicing of new clients and existing client policies for Yacht, boat, and other insurance lines. • Work with Producer in developing business leads. • Assist in the marketing process, sending request to quotes to carriers. • Learning the carrier appetites and coverage options offered by carriers. • Document file with all communication. • Work with Producer to develop quotes by communication with carriers and referral sources or clients. • Create proposal and comparison. • Build and maintain strong positive relationships with existing clients. • Work with insurance advisors to solve customer issues to ensure 100% customer satisfaction. • Increase Newcoast’s reputation as the premier provider of marine insurance services. • Work closely with carriers, sales and management to maintain a high renewal retention rate and superior FANS scores.