Assistant Manager, Member Service Centre

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.

Looking for the next step in your career? Look no further. We are currently seeking an Assistant Manager, Member Service Centre to join our Prospera Team. The Assistant Manager, Member Service Centre, supports the Manager, MSC in overseeing, developing, and empowering a proactive sales and service team that engages customers primarily through inbound and outbound calls. Responsibilities include: leading the MSC team, facilitating and promoting sales and service excellence at the MSC and across business units; implementing a planned service delivery program to continuously improve customer experience, and supporting security, risk management and audit functions.

What you'll do:

• Manage the staffing requirements for assigned employees—hiring, onboarding, training, supervising, measuring performance, coaching, disciplining, and terminating.
• Assist with general recruitment of MSC direct reports, as needed.
• Coach and mentor employees on the effective use of foundational selling processes and techniques.
• Monitor and analyze sales results.
• Assist and advise employees in resolving customer service issues to the customer's satisfaction.
• Handle complex inquiries or contentious complaints as needed.
• Manage staff scheduling and monitor attendance, ensure appropriate coverage and accurate payroll reporting.
• Open the MSC, prepare for the business day, supervise operations, and close the MSC.
• Act as a liaison officer (i.e. Privacy Act compliance) for the MSC.

What you bring:

• 2+ years in a leadership role developing and leading high-performing teams.
• Minimum of 4 years of lending experience in the financial services industry.
• Detailed experience with deposit-related products, personal lending, and mortgages. Previous experience in a call centre is an asset.
• Working knowledge of Prospera's full range of products and services.
• Superior interpersonal and communication skills.
• Ability to interact with a wide variety of people, particularly with respect to telephone service and sales.
• Strong ability to multi-task in a technology-driven environment.
• Strong leadership skills with previous experience coaching, supervising, and training employees.
• Excellent time management and organizational skills.
• Working knowledge of various computer programs, including Microsoft Office, banking, and customer relationship management systems.

What you'll do:

• Greet customers and assist customers over the phone, email and chat, establish rapport, address service inquiries and customer concerns, and seek opportunities to deepen customer relationships.
• Proactively seek occasions to demonstrate our value proposition, uncover needs, and recommend appropriate services and solutions.
• Act as the ambassador for digital and self-service channels. Educate customers on the ease and convenience of digital and self-serve channels for daily banking transactions.
• Refer customers to account managers and external business partners as needed, collaborating to ensure a seamless and rewarding customer experience.
• Handle transactions, open personal and business profiles, demand accounts, term deposits, ATM cards, and other banking products and services.
• Participate in sales meetings and maintain an accurate history of sales and service activity on the customer relationship management system.
• Support and participate in community initiatives.

What you bring: 

• Experience in a customer facing role within a fast-paced work environment.

• Experience providing customer service in a high-volume remote/call center environment will be highly regarded.
• You have a 'can do' front line/customer service mindset, a strong interest in a career in financial services, a capacity and passion for learning, strong team orientation, excellent communication and relationship-building skills, and a keenness to grow and help others.
• You are a self-described ambassador for the ultimate customer experience, and you love to connect with customers and build lasting business relationships.
• A demonstrable interest in community involvement is a must-have

What We Offer:

• Prospera offers a total compensation package of base salary plus incentives that is market competitive and reviewed annually. Our expected starting pay rate for this role is $72,000 to $92,500 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.