Bilingual Member Support Specialist

**_This role is for the Member Communication Centre (MCC)/Centre de communication des membres_**.** Reporting to the the Bilingual Manager or Assistant Manager Bilingual Member Support, the Bilingual Member Support Specialist provides exceptional member service through multiple communication channels, including virtual and telecommunications with efficiency and accuracy. The MSS actively engages with members to understand their financial needs, offering personalized solutions that support their long-term well-being. By addressing inquiries, resolving concerns, and identifying opportunities to enhance financial confidence, this role fosters strong member relationships while contributing to the organization's success. This role supports Assiniboine Credit Union/ Caisse Assiniboine (ACU)’s commitment to rural and agricultural communities, francophone services, values-based banking and ACU’s triple bottom line accountability to people, planet, and prosperity.

**Overview**

**Responsibilities**:

- Proactively develop, retain, and grow member relationships by identifying needs through advice-based conversations and delivering tailored financial solutions that align with both short
- and long-term goals across multiple channels and refer quality opportunities to appropriate internal experts or partner channels when outside of scope.
- Champion a digital-first mindset by inspiring, educating, and empowering members to embrace digital solutions driving engagement and adoption through proactive self-serve advice.
- Accountable for achieving individual performance targets and collaborates to support team success, actively identifying opportunities and executing strategies to achieve and exceed goals, while collaborating with leaders to continuously refine approaches for success.
- Accountable to develop and maintain a working knowledge of ACU and Outlook Financial processes, procedures, and industry trends - including competitor products and strategies—to ensure the consistent, high-quality delivery of sales and service to members.
- Responsible to resolve member concerns using effective de-escalation techniques, ensuring empathy, professionalism, and adherence to service standards while appropriately escalating complex matters.
- Accountable for identifying and recommending process improvements that enhance efficiency, optimize the member experience, and strengthen internal workflows.
- Participate in and execute strategic sales, service, marketing and organizational initiatives that strengthen member and community relationships and drive sustainable growth for the credit union.
- Demonstrates understanding and commitment of ACU’s commitment to values-based banking, shared value, respectful workplace, and Diversity, equity and inclusion.
- Always maintain professional confidentiality and privacy.
- Responsible for compliance and risk management, through the execution of internal policies and procedures, always maintain ongoing compliance with regulatory and legislative requirements.

**Qualifications**:
The competencies for the position would typically be acquired completion of a high school diploma plus a minimum 1 year of demonstrated experience in a member-focused, goal-oriented environment, preferably within financial services. A combination of relevant experience and education will be considered.

**Key Occupational Skills**:

- Excellent customer/member service focused on understanding needs and providing support
- Knowledge of the T24 banking system (Legacy Caisse) is an asset
- Strong verbal and written communication skills in both French and English; clear and professional
- Emotional intelligence to adapt style, show empathy, and manage interactions effectively
- Results-driven with ability to meet or exceed goals
- Strong problem-solving and critical thinking skills
- Works independently with strong self-management
- Efficient multitasking in fast-paced environments with attention to detail
- Proficient with computers and multiple software/communication tools
- Above-average typing speed and accuracy for efficient documentation

**Additional Information**

**Who we are**:
As a Certified B Corporation® and one of Manitoba’s Top Employers (2024), the culture at Assiniboine Credit Union / Caisse Assiniboine is supportive of the individual while focused on the greater community. With the widest geographic reach of any credit union in Manitoba, you’ll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community.

Choosing to work at Assiniboine means that you’ll be working for a uniquely Manitoban credit union that
- puts people, planet and prosperity first,
- values diversity and inclusion,
- is committed to serving its urban, rural, agricultural, and Francophone communities,
- is focused on social and environmental responsibility,
- supports employees through training programs and long-term career de