Member Service Representative

**Our Story & Purpose**:
We’re Vancity, a member-owned credit union built on the principles of inclusion and social justice. Since 1946, our relentless commitment to these values has helped us challenge the status quo and break down barriers. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.

**Your Role in Supporting Our Members**:
As a Member Services Representative you will build relationships by learning more about our members while assisting them with their banking transactions. Demonstrating excellent communication and interpersonal skills you will identify the unique needs of each member and address their concerns.

This is a **Part-time, Permanent** hybrid position. You'll begin with six weeks of in-person training, then transition to a hybrid model - working primarily from your home office in the Lower Mainland and the Vancity Surrey office. Staff may choose to work fully on-site, while remote work requires prior approval and meeting Vancity’s standards. Vancity provides all necessary equipment for working from home, however employees must maintain a reliable, high-speed internet connection at their own expense and upgrade if required.

**Work Hours**:
We’re open 365 days a year. Shifts are assigned by seniority and set every three months.
- Monday-Saturday: 8:00 AM - 8:00 PM
- Sunday: 10:00 AM - 5:30 PM

**How You'll Make an Impact**:

- Performing member transactions consistent with established service standards
- Achieving established sales and service objectives, including referrals to specialist roles so that member needs are met
- Fully leveraging and utilizing the technical systems available so that the service experience for the member is efficient and seamless

**What You’ll Bring to the Team**:

- A high school diploma or equivalent
- At least 1 year of working experience interacting with people and businesses in a professional capacity with excellent customer service skills
- Experience in a financial institution or banking is a bonus
- Ability to connect quickly with people over the phone
- Ability to explain complex information in simplified language
- A curious nature and strong problem-solving skills
- The ability to ask questions with intent
- Exceptional verbal and written communication skills

**Extra Skills That Set You Apart**:

- Customer service and/or call centre experience is an asset

**You’ll Thrive Here If You Are**:

- **Solutions-oriented** - you have a growth mindset and approach new and challenging situations with a “how might we” attitude.
- **A Strong Communicator** - you use your strong communication and interpersonal skills to create clear understanding of expectations; address challenges and issues for the business unit; and represent the unit across the organization.
- **Organized & Systematic** - your planning and coordination skills develop solid operating plans, processes, methods and standards for a unit and help coordinate delivery of critical information in a timely manner.
- **Analytical & Decisive** - with your strong problem solving and decision making skills, you can diagnose challenges and issues; develop innovative investigative solutions; and to assess risks and opportunities that may affect the information security team.
- **Self Motivated** - you are a self motivated and inquisitive individual that takes initiative to follow through and deliver results without continuous supervision.

**What You’ll Earn**:
**Why You’ll Love Working Here**:
A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

- **Living Wage Employer**: We’re the largest private-sector Living Wage Employer in Canada and consistently ranked among Canada’s Top Employers.
- **Customizable Benefits**: Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.
- **Generous Vacation**: New employees start with 3-4 weeks of vacation per year, with additional days earned over time.
- **Extra Stat Holidays**: In addition to BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness.
- **Immediate Health Coverage**: Health and dental benefits begin on your hire date, with three levels of coverage to choose from.
- **Defined Benefit Pension**: Our retirement plan provides a guaranteed income for life, recognizing that retirement looks different for everyone.

**Vancity Talent Programs**:
At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.