Customer Experience Specialist

3 weeks ago

Kelowna, British Columbia, Canada Envision Financial Full time

We are seeking a Customer Experience Specialist to provide exceptional service to our members in Kelowna, BC.

The Customer Experience Specialist is responsible for managing member needs by asking thoughtful financial questions and creating positive experiences to retain and deepen financial relationships. This role advances member knowledge and use of digital channels to serve and answer customer questions and address their concerns while maintaining confidentiality and accuracy.

Key Responsibilities:

  • Member Service: Triage member questions and needs through digital channels and MAC where appropriate. Build strong relationships with current and potential members and identify member life stage cycle and provide financial advice to members or refer to an appropriate advisor.
  • Member Transactions: Process a range of member transactions including opening personal or business accounts, debit/credit cards, and deposits. Direct members to appropriate digital channels and increase digital banking adoption as per branch goal. Achieve established individual sales and referral targets.
  • Branch Goals: Support achievement of annual branch goals and objectives through proactive promotion of FW products and services, participate in branch campaigns, and actively seek potential cross-sell and/or referral opportunities during interaction with members or potential members.
  • Other Responsibilities: Stay knowledgeable about emerging issues, evolving regulations, and industry codes of conduct. Participate in process improvement opportunities to protect the interests of the organization. Strive to achieve and improve service level agreements and productivity targets. Utilize the Day in the Life as a guideline to prioritize and manage schedules to align efforts in reaching goals while offering a remarkable, consistent member experience.

Required Skills, Experience & Qualifications:

  • High School Diploma required
  • Completion of FW Sales Essentials Course within 6 months of hire required
  • Must complete the internal First West certification program specific to this role within the required timeframe
  • College, Trade or Tech School Diploma (2 years) preferred
  • 2 years of retail/customer service experience or equivalent required
  • Sales and cash handling experience preferred
  • Demonstrated ability to identify needs and recommend products and services to members
  • Strong interpersonal skills and ability to build relationships with current and potential members
  • Demonstrated ability to be positive, flexible to change and work in a busy environment
  • Proficient in computer software programs, Microsoft Office
  • Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures

About First West:

First West is a values-driven financial institution that serves the financial needs of its members. We are committed to providing exceptional member service and advancing the financial well-being of our community.

What We Offer:

Competitive compensation package, comprehensive benefits, and opportunities for professional growth and development.

How to Apply:

Interested candidates should submit their application through our website.

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