Member Experience Officer

**About Vancity**

Vancity is a member-owned credit union built on the principles of inclusion and social justice. A relentless commitment to their values has helped them challenge the status quo and break down barriers since day one in 1946. They have bold commitments to make Vancity net-zero by 2040 across all mortgages and loans and are pursuing strategies on Indigenous banking and to improve the financial resilience of their members.

The **Member Experience Officer** (MEO) will be fluent in digital tools, and guide members to deepen their awareness and ability to use Vancity’s digital services, and to promote adoption of these alternate channels. The MEO is fully functional in the traditional FSR sense and is also capable of administering some Account Manager functions. The MEO will conduct basic member interviews to understand debts, expenses, and income streams, along with early financial planning advice. Addressing the gap in our operating model for channel fluidity and flexibility of our queue-serving staff, the MEO will toggle between in-branch line-up, MSC/telephone queues and member walk-ins/appointments to administer duties as outlined above.

This is a** Full-time, Permanent**role located at**Tsawwassen Community Branch** (Branch 58)** and reports directly to the Assistant Branch Manager.

**A typical day would involve**:

- Perform member transactions in-branch and through call center channels, leveraging multiple systems, accurately and efficiently to provide a positive member experience.
- Effectively prioritize what channel members across the organization most need to be served in (keeping service standard more even between calls, in-person line-up and financial advice appointments).
- Onboard members to digital services/channels. Perform demonstrations of digital account opening and related product opening and accessing.
- Gather complete member information to both improve organizational data quality and improve our ability to communicate with and market to members digitally.
- Conduct basic Account Manager activities such as cashflow interviews, PAP and payroll set-ups, account openings, registered account set-ups, and onboarding credit.
- Uncover opportunities to refer to, and become excellent promoters of, other lines of business, they must therefore be the organization’s strongest loggers of member insights in CRM and referrals to other roles across lines of business.
- Be constantly cycling the members through our business development framework offering the next-best-product and next-best-service for the member’s current situation and circumstances.

**You are**:

- **A problem solver** - You have an analytical mind and can multi-task to come up with solutions
- **Tech-savvy** - People often say you’re a quick learner and great with technology & systems
- **A great communicator** - You find it easy to get to know others and have great conversations
- **Ready for a challenge** - You have a positive attitude and are able to work in a fast-paced changing environment
- **Resourceful**- You understand and utilize the network of resources available to you and can independently formulate appropriate solutions for your members
- **A strong relationship builder**- You find it easy to get to know others and build trust

**You have**:

- High School Diploma - General
- Post Secondary Education/Diploma preferred
- Experience in Financial Services Representative role is preferred, any service sector experience beneficial
- Skills: Cash Handling, Customer Service, Relationship Building, Digitally Capable

**We offer**:

- We are the largest private-sector Living Wage Employer in Canada and have been consistently recognized as one of the Top Employers in Canada.
- Our permanent employees qualify for attractive benefit packages that can be customized and changed each year to meet their evolving needs.
- New employees receive between three to four weeks of vacation allowance per calendar year, and the number of vacation days grows
- In addition to the 10 statutory holidays in British Columbia, Vancity provides an additional three statutory holidays. We offer care days for periods of short-term personal illness or emergency family illness.
- We have flex credits for our health care & dental benefits offer three levels of coverage for you to select from. These benefits will also be effective immediately based on your hire date.
- We understand that retirement means different things to different people and at Vancity we will offer you a Defined benefits pension plan that pays you a retirement income for life.

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.