Cardholder Care Agent (BCGEU)

Our Story & Purpose:

Were 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. Weve made bold commitments to become net-zero by 2040 across all mortgages and loans and were actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada were proud to be consistently recognized as one of the countrys Top Employers. If youre ready to join our team of 2300 diverse individuals access competitive rewards and benefits and be part of a greater movement - apply today!â

Your Role in Supporting Our Members:

As a Cardholder Care Agent youll be the primary point of contact for cardholders delivering exceptional service and financial solutions through a variety of channels. Youll handle inbound and outbound member interactions resolve card-related inquiries provide expert guidance on products and services and help members confidently manage their financial needs. Were looking for a service-oriented professional who thrives in a fast-paced environment enjoys solving problems and is passionate about creating positive member experiences.

This is a Full-time Permanent role based remotely and will report directly to the Team Manager Cardholder Care. While working remotely team members are expected to participate in scheduled meetings training sessions and business activities as requiredâ

How Youll Make an Impact:

• Handling inbound and outbound member and cardholder contacts through phone email and other service channels
• Resolving card-related inquiries account concerns and service requests while meeting established quality standards
• Delivering exceptional member experiences by identifying needs and providing appropriate product and service information
• Achieving established sales and service objectives through meaningful member conversations
• Explaining policies procedures products and services in a clear and professional manner
• Navigating multiple systems tools and resources to accurately process requests and document interactions
• Collaborating with internal teams to resolve complex issues and ensure timely member support
• Maintaining compliance with organizational policies procedures and regulatory requirements
• Contributing to continuous improvement initiatives that enhance member experience and operational effectiveness
• Supporting a positive respectful and member-focused team environment

What Youll Bring to the Team:

• High school diploma or equivalent required; post-secondary education in Business Administration Commerce or a related discipline preferred
• Minimum 1 to 3 years of customer service or contact centre experience preferably in financial services
• Experience handling high-volume inbound and outbound customer interactions
• Strong communication and interpersonal skills with the ability to explain policies procedures and product information effectively
• Solid knowledge of customer service practices and relationship-building techniques
• Experience working with multiple systems applications and technology platforms simultaneously
• Ability to meet service performance and quality objectives while maintaining attention to detail
• Strong problem-solving skills and the ability to resolve inquiries independently while knowing when to escalate issues
• Proficiency in Microsoft Office applications and customer relationship management systems
• Commitment to continuous learning and professional development
  

Extra Skills That Set You Apart:

• Experience supporting credit card payment card or banking products
• Previous experience working in a credit union or financial institution
• Bilingual language skills that support servicing diverse member communities
  

Youll Thrive Here If You Are:

• Member-Focused - Dedicated to delivering exceptional service and creating positive experiences for every interaction.
• Communicative - Able to explain information clearly listen actively and build trust with members and colleagues.
• Adaptable - Comfortable managing changing priorities in a fast-paced service environment.
• Solutions-Oriented - Skilled at analyzing situations resolving problems and identifying appropriate solutions.
• Accountable - Takes ownership of outcomes while maintaining quality compliance and service standards.â
  
  

We value lived experience so if you are interested in this role we encourage you to apply even if you feel your skills dont perfectly align with those listed.ââ

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What Youll Earn:

This role offers a salary range ofâ$27.21 to$33.61 per hour. The base pay offered may vary depending on factors such as relevant qualifications skills previous experience and internal equity. As part of our total rewards package employees may also be eligible for our annual incentive program subject to program eligibility requirements.

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Why Youll Love Working Here:

A career at Vancity is more than just a job youre 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: Were the largest private-sector Living Wage Employer in Canada and consistently ranked among Canadas 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 BCs 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.

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Vancity Talent Programs:

Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous Black or Trans. With special permission from the BC Human Rights Commissioner this initiative provides access to career development opportunities prioritized job screening and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative in line with the BC Personal Information Protection Act (PIPA). For details please see our dedicated Talent Programs job posting.

At Vancity were 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.

We are also committed to an inclusive barrier-free and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage) we encourage you to let us know by contacting our Talent Acquisition team at Were here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality so you can participate fully in the process.

Required Experience:

Unclear Seniority