Operations Support Specialist

TEAM LOCAL is hiring

Prospera Credit Union is a community-based, purpose-driven organization that offers our members a full range of financial products and services. As one of the largest credit unions in British Columbia, we help build vibrant, healthy communities, thriving local enterprises and financially empowered people. Prospera is proud to serve communities throughout the Lower Mainland, Fraser Valley and Okanagan.

We are currently seeking an Operations Support Specialist, The Operational Support Specialist will report to the Manager, Local Business & Broker Channel Partnerships. They will proactively support member-facing operations by assisting in the day-to-day management of the mortgage broker channel and collaborating with key business partners—including Credit, Lending Services, Personal Banking, Marketing, and Finance—to drive operational efficiency for Prospera's approved brokerages and the advice center teams. This position is pivotal in promoting consistency and standardization across the broker channel and advice centers, ultimately enhancing the member experience through comprehensive support with processes, procedures, and business rules or policies.

What you'll do: 

• Support broker channel and member facing teams.
• Process improvement and governance.
• Drive operational effectiveness.
• Participating in projects/initiatives.
• Provide weekly results and pipeline reporting for broker channel.
• Provide direct support for broker escalations pertaining to commission processing, triage with new brokers on process and procedures to submit applications.
• Escalate inquiries and document review to Manager, Local Business & Broker Channel Partnerships.
• Act as escalation point for member-facing employees and leaders for PPC content updates and clarifications pertaining to broker channel.
• Key contact for broker transmission vendors such as Lendesk, Finmo, and Filogix. This includes monthly invoice auditing.
• Provide ongoing support to Manager, Local Business & Broker Partnerships in managing mortgage broker agreements, conducting vendor risk assessments, and facilitating annual performance reviews for brokerage houses.
• Support Manager, Local Business & Broker Channel Partnerships in developing a quarterly watchlist commentary including leveraging key industry updates from BCFSA.
• Support Manager, Local Business & Broker Channel Partnerships in the development of a mortgage broker kit.
• Participate in key initiatives and projects to ensure the voice of operations is represented and the needs of the operations teams and members are clear.
• Plan and coordinate project impacts in conjunction with other organizational changes to ensure flawless execution and sustainment.
• Communicate design requirements for operational tools and resources, identify updates that are required to knowledge base, and ensure all requirements are met in advance of change implementation.

What you bring:

• 3 – 5 years' experience in member facing role and/or credit union background including previous mortgage lending experience.
• Experience with CRM/LOS.   
• Familiar with all aspects of branch operations.
• Thorough knowledge of credit union philosophies, values, and strategy. 
• Demonstrated peer leadership, coaching and motivational skills. 
• Ability to exercise diplomacy, discretion and professionalism when dealing with confidential matters or sensitive situations. 
• Superior interpersonal and written and verbal communication skills. 
• Sound judgement and decision-making skills to interpret policies. 
• Understanding of banking operations, processes, procedures and policies 
• Comfortable with new applications and learning new software. 

What We Offer:

• Prospera offers a total compensation package of base salary plus incentives that is market competitive and reviewed annually. Our expected starting salary for this role is $62,000 to $77,500 based on the successful candidate's knowledge, experience and internal equity.
• Flexible Work Program for some of our roles – ask us
• Flexible Benefits Program – pick and choose what works best for you.
• Defined Contribution Retirement Plan – let's start saving and keep your future in mind.
• Vacation, Wellness and "Prosperian" Days – paid time off to support your overall well-being.
• Professional development – come grow your career and develop your skills.
• A supportive, collaborative work environment- we're proud to be a Great Place to Work certified organization.

Please Note: The successful candidate will be required to complete a background check which include criminal, credit, and reference checks. If you require accommodation during any part of the recruitment process, please let us know.