Member Advocacy Manager

5 months 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

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