Member Advocacy Manager

3 weeks ago

Langley, Canada First West Credit Union Full time

We are currently seeking a Member Advocacy Manager to join our team working out of our Langley, Penticton or Duncan regional offices.

Reporting to the Director, Member Advocacy, the Member Advocacy Manager manages First West’s (FW) Complaint Management program, working to investigate and determine complaint decisions in line with consumer protection regulations. This role also acts as an advisor, providing insights and advice to FW’s lines of business on its consumer protection matters, consistent with FWCU’s strategic objectives and risk appetite while promoting a strong culture of ethics, compliance, and integrity. Moreover, the Manager provides coaching and feedback to support the successful adoption of consumer protections to drive a consistent and exceptional member experience. This role collaborates with business leaders and stakeholders to educate, coach and influence on the purpose and importance of FW’s complaint handling program to ensure the best possible experience for our members and provides change leadership to ensure this program is effective enterprise-wide through the design of procedures, systems, processes, and training. The Manager is also responsible to support member accessibility and FW’s Code of Conduct for the Delivery of Banking Services to Seniors to ensure regulatory obligations and voluntary codes and commitments are met and member concerns around accessibility are addressed. This role contributes to the development of resources (e.g., tip sheets, guides, etc.) where applicable, and coaches to help foster a culture of accessibility and inclusion.

Here’s what would be included as a part of your typical day:
1.Complaints Management: Intakes, investigates and determines outcomes for complaints, whilst managing KPIs and key risk indicators of the program. Develops and maintains procedures, processes, and systems in line with FW’s values to deal with all consumer complaints enterprise-wide, ensuring adherence to all applicable timelines, training, disclosure, record keeping, communications, reporting and redress requirements. Applies a transformative lens that will improve our members’ experiences and well-being, and aligns to FCAC’s principles of effectiveness, timeliness, and accessibility.

2.Leadership: Provides leadership, guidance, advice, and change management on complaint management and more broadly, consumer protection, including navigating complex and sensitive member information to deliver the best possible outcomes for our members and organization. Creates an environment that supports teamwork, collaboration, and the achievement of results.

3.Insights and Trend Analysis: Develops and reports trends from complaint data, identifying themes, systemic issues, and areas for development in line with strategic objectives and regulatory requirements to support member experience and growth.

4.Compliance Risk: Supports FW’s compliance with the Accessibility Act and the Code of Conduct for the Delivery of Banking Services to Seniors and management of related practices. In collaboration with, and through the support of the Regulatory Compliance team, manages compliance risk by ensuring FW complies with market conduct obligations stemming from legislation and regulations.

Required Skills, Experience & Qualifications
- Provides functional/technical guidance or advice to other employees (no direct supervisory responsibilities)
- Bachelor’s degree in related field or discipline required or a combination of equivalent education and experience
- 5+ years of experience in a financial services institution or related sector, with increasingly more senior member/customer facing roles
- Advanced knowledge and experience of bank and credit union operational processes
- Sound understanding of the consumer protection standards and complaint handling obligations impacting Federally Regulated credit unions and banks.
- Strong leadership skills (communication, coaching and change management), with the ability to influence and motivate others.
- Strong interpersonal skills including the ability to listen and collaborate effectively with internal and external stakeholders.
- Demonstrated written and verbal communication skills, with the ability to interact effectively and build long-term relationships with a wide variety of stakeholders.
- Strong action orientation, balanced with critical thinking ability to make consistent, fair, timely and logic-based decisions.
- Sound understanding of the consumer protection standards and complaint handling obligations impacting Federally Regulated credit unions and banks.
- Strong understanding of organizational vision and strategy with an ability to align the complaint handling program to suit First West’s unique structure, complexity, and values.
- Ability to translate member complaints into actionable insights to improve member experience
- Displays an understanding of risk and risk ownership by being able to demonstrate adherence

  • Team Member

    3 weeks ago

    Langley, Canada Chicko Chicken Aldergrove Full time

    Responsibilities: - Provide excellent customer service by greeting and assisting customers in a friendly and efficient manner - Handle cash transactions accurately and efficiently, ensuring proper cash handling procedures are followed - Prepare and serve food items according to company standards and recipes - Maintain cleanliness and organization of work...

  • Crew Member

    3 weeks ago

    Langley, Canada Chipotle Full time

    Crew Member (24017637) Description **THE OPPORTUNITY** **WHAT'S IN IT FOR YOU** Tuition assistance (100% coverage for select degrees or up to $5,250/year) Free food (yes, really FREE) Medical, dental, and vision insurance Digital Tips Paid time off Holiday closures Competitive compensation Full and part-time opportunities Opportunities for...

  • Cyac Coordinator

    2 weeks ago

    Langley, Canada Encompass Support Services Society Full time

    Encompass Support Services Society is an accredited, non-profit agency that provides a wide range of programs and support services in Langley and Aldergrove for over 25 years. We help to build strong, sustainable communities by offering inclusive, accessible services tailored to meet the changing needs of the individuals and community we serve. At...

  • Human Resources Manager

    21 hours ago

    Langley, Canada Oldcastle Infrastructure Full time

    Job ID: 417041 FLSAStatus Oldcastle Enclosure Solutions (OES), a CRH company, has united the Carson®, Christy®, and Synertech® brands to form the largest manufacturer of plastic, polymer, and concrete utility enclosure products serving the municipal water, irrigation, electric, communications, and transportation markets. OES has 11 manufacturing and...

  • Provincial Representative

    3 weeks ago

    Langley, Canada CLAC Full time

    _Career Opportunity: _ **Provincial Representative - Langley** Formed in 1952, CLAC is a national union representing over 60,000 workers in almost every sector of the economy. Based on values of respect, dignity, and fairness, CLAC is committed to building better workplaces, better communities, and better lives. CLAC is an affiliated member of the World...

  • Member Advice Specialist

    3 weeks ago

    Langley, Canada Coast Capital Savings Full time

    As a member-owned cooperative, we’re helping our members with their real goals and real challenges so they can live the real life they want. It’s what we’ve been doing for over 80 years, and it’s why today we stand almost 600,000 members strong. Plus, we invest 10% of our budgeted profits back into our community - almost $90 million since 2000 alone...

  • Nursing Team Member

    7 days ago

    Langley, British Columbia, Canada Chartwell Retirement Residences Full time

    We believe in providing exceptional customer experiences.Our General Managers started their careers as Personal Support Workers, demonstrating opportunities for growth and development.Bring your passion for delivering high-quality care with a personalized touch.**What You'll Do**Ensure residents enjoy their day to the fullest by delivering high-quality care...

  • Member Service Representative

    2 weeks ago

    Langley, Canada Fitness World Full time

    **Job Summary**:As a Member Service Representative with Fitness World, you are part of a fun and likeminded community dedicated to providing a health and fitness space for everyone! In this hybrid sales and service position, you: - Ensure a best-in-class fitness experience for members by demonstrating the high value low-cost model Fitness World offers. -...

  • Opening Breakfast Crew Member

    2 weeks ago

    Langley, Canada Wendy's | WTC Ventures Canada Full time

    **We're looking for outgoing and energetic Crew Members!** **Crew Members provide a level of customer service that exceeds our customer's expectations. This includes making and serving great tasting products in a friendly and courteous environment every single day.** **Wendy's Crew**: - Greet each guest with a smile and a warm welcome - Can multi-task and...

  • Inpatient Healthcare Specialist

    6 days ago

    Langley, Canada Fraser Health Authority Full time

    Job Summary:We are looking for a highly skilled Registered Nurse/Registered Psychiatric Nurse to join our Inpatient Psychiatry Unit in Langley, B.C. As a member of our team, you will be responsible for providing and coordinating the delivery of psychiatric nursing care services to patients.Key Qualifications:Graduation from an approved School of Nursing with...

  • Operations Team Member

    5 days ago

    Langley, British Columbia, Canada Triple O's Restaurants Full time

    Supervisor/Team LeaderWe are seeking a seasoned Supervisor/Team Leader to join our team. As a key member of our leadership team, you will be responsible for leading by example and guiding your colleagues to achieve exceptional results.Key ResponsibilitiesLead day-to-day shifts, working closely with the team to deliver exceptional resultsDevelop and maintain...

  • Experienced Grounds Crew Member

    3 weeks ago

    Langley, Canada Redwoods Golf Course Full time

    **Type**: Maintenance **Education**: College **Experience**: Mid Career (2+ years of experience) **Salary**: $27.25 per hour **Duration**: Full-time, seasonal Redwoods Golf Course is looking for an experienced and reliable individual to join our turf care team! We are looking for someone with experience on a golf course grounds crew or education and...

  • Request for Proposal for Authentic Indigenous Art

    5 days ago

    Langley, Canada Encompass Support Services Society Full time

    **Request for Proposal**:For Authentic Indigenous Art Work Commission Project** We respectfully acknowledge that our work takes place on the sacred, ancestral territories of the Coast Salish people, specifically the q̓ ʷɑ:n̓ƛ̓ən̓ (Kwantlen), q̓ic̓əy̓ (Katzie), Máthekwi (Matsqui), and se’mya’me (Semiahmoo) First Nations, who are the...

  • Administrative Support Specialist

    1 day ago

    Langley, British Columbia, Canada IWG plc Full time

    About the PositionWe are looking for a highly motivated and organized individual to fill the role of Administrative Support Specialist - Community Team Member at IWG plc. As a member of our community team, you will be responsible for delivering exceptional administrative support, ensuring seamless day-to-day operations, and creating a positive customer...

  • Server - Cast Member

    7 days ago

    Langley, Canada CEC Entertainment Canada, ULC. Full time

    At CEC Entertainment, we build careers around great food, family, and fun! Our purpose and our passion is to create the best place for kids and families to eat and play! **Compensation Details** $16.75 - $20.33 Hourly Chuck E. Cheese (CEC) is a great place for a first-time job seeker or a place to build an exciting career. Our Cast Members are empowered...

  • Cashier - Cast Member

    7 days ago

    Langley, Canada CEC Entertainment Canada, ULC. Full time

    At CEC Entertainment, we build careers around great food, family, and fun! Our purpose and our passion is to create the best place for kids and families to eat and play! **Compensation Details** $17.40 - $20.33 Hourly Chuck E. Cheese (CEC) is a great place for a first-time job seeker or a place to build an exciting career. Our Cast Members are empowered...

  • Kitchen Team Member at Craft Brewery

    4 weeks ago

    Langley, Canada Trading Post Brewing Full time

    Trading Post Brewing is looking for creative, passionate and energetic kitchen team member to join our kitchen crew at our Central Langley Tasting Room. You’ll help our Chef create memorable meals for our guests. You will be responsible for our kitchen and culinary program, preparing high-quality food that meets the Trading Post standards, and...

  • Cashier - Cast Member

    8 hours ago

    Langley, British Columbia, Canada Chuck E. Cheese International Full time

    At CEC Entertainment, we build careers around great food, family, and fun Our purpose and our passion is to create the best place for kids and families to eat and playCompensation Details$17.40 - $20.33 HourlyJob DescriptionChuck E. Cheese (CEC) is a great place for a first-time job seeker or a place to build an exciting career. Our Cast Members are...

  • Cardiac Care Specialist

    7 days ago

    Langley, Canada Fraser Health Authority Full time

    About the RoleWe are seeking a skilled Cardiac Care Specialist to join our team at Fraser Health Authority. As a key member of our healthcare team, you will play a vital role in providing high-quality patient care and contributing to the success of our organization.Job DescriptionThe Cardiac Care Specialist will be responsible for assessing patients and...

  • Restaurant Team Member

    1 week ago

    Langley, Canada Chipotle Full time

    Restaurant Team Member - Crew (2899 - Langley) (23032185) Description **CULTIVATING A BETTER WORLD** Food served fast doesn't have to be a typical fast food experience. Chipotle has always done things differently, both in and out of our restaurants. We're changing the face of fast food, starting conversations, and directly supporting efforts to shift the...