Customer Experience Representative

2 hours ago

Vancouver, British Columbia, Canada Vancity Full time
About the Role

We are seeking a skilled Customer Experience Representative to join our team at Vancity. As a key member of our service team, you will play a vital role in delivering exceptional customer experiences and building strong relationships with our members.

This is an excellent opportunity for individuals who are passionate about providing outstanding customer service and have a keen interest in financial services. If you are a quick learner, enjoy working in a fast-paced environment, and are looking for a new challenge, we encourage you to apply.

Key Responsibilities
  • Member Transactions: You will be responsible for processing member transactions accurately and efficiently, both in-branch and through call center channels. This will involve leveraging multiple systems to provide a positive member experience.
  • Prioritizing Service Standards: You will effectively prioritize member needs across various channels, ensuring that service standards are maintained and improved over time.
  • Digital Onboarding: You will onboard members to digital services and channels, performing demonstrations of digital account opening and related product offerings.
  • Data Quality: You will gather complete member information to improve data quality and enhance our ability to communicate with and market to members digitally.
  • Account Management: You will conduct basic Account Manager activities, such as cash flow interviews, PAP and payroll set-ups, account openings, registered account set-ups, and onboarding credit.
  • Referrals and Insights: You will uncover opportunities to refer members to other lines of business and become an excellent promoter of our organization.
  • Business Development: You will constantly cycle members through our business development framework, offering the next-best-product and next-best-service for their current situation and circumstances.
Requirements
  • Problem-Solving Skills: You will have an analytical mind and be able to multi-task to come up with solutions.
  • Tech Savviness: You will be quick to learn new technology and systems.
  • Effective Communication: You will be able to get to know others and have great conversations.
  • Positive Attitude: You will have a positive attitude and be able to work in a fast-paced changing environment.
  • Resourcefulness: You will understand and utilize available resources to formulate appropriate solutions for members.
  • Strong Relationship Building: You will find it easy to get to know others and build trust.
Education and Experience
  • High School Diploma: General education is required.
  • Post-Secondary Education: A diploma or degree in a relevant field is preferred.
  • Financial Services Experience: Experience in a Financial Services Representative role is preferred, but any service sector experience is beneficial.
  • Skills: Cash handling, customer service, relationship building, and digital capabilities are essential.
Compensation

The estimated salary range for this role is $27.23 to $35.16 per hour. The upper half of the salary range is typically reserved for individuals who have demonstrated consistent strong performance and possess a high level of job knowledge and skill.

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