Member Contact Operations Analyst (20-Month Contract)

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!

Your Role in Supporting Our Members:

As a Member Contact Operations Analyst you will play a key role in enabling the development of optimized business results through data-driven insights. You will define and translate business needs into actionable requirements develop operational reports using real-time and historical data and collaborate with stakeholders to deliver solutions that enhance member experience. Were looking for a detail-oriented analytical thinker who thrives in a fast-paced environment and is passionate about leveraging technology to improve processes. Experience in Genesys Cloud admin will be integral for success in this role.

This is a Full-time Temporary role based at our Surrey Central Office or from your B.C based home office under remote working arrangements and will report directly to the Team Manager Member Contact Operations. While this position provides a hybrid work arrangement you will be expected to be on-site for events and business demands.

How Youll Make an Impact:

• Defining analyzing and interpreting business needs into clear business requirements user stories and process models
• Developing cross-functional reports using data from multiple sources to meet business needs
• Identifying process or access changes required and communicating these to stakeholders
• Collaborating with end users to create new or enhance existing report templates in conjunction with IT teams
• Contributing to project deliverables in both agile and waterfall methodologies
• Supporting design build test training and deployment phases of projects
• Creating and maintaining documentation for reporting processes and actively managed documents
• Managing end-user profiles and permissions on Genesys reporting platforms
• Support Genesys Cloud admin with an emphasis on A3S Snowflake App Foundry Kibana etc.

What Youll Bring to the Team:

• At least 2 years of post-secondary education in a relevant field (e.g Database Admin Data Analytics Data Science)
• Minimum 2 years of experience in a contact center environment
• 1 year back-end administrative experience with Genesys Cloud Platform
• Minimum 1 year of experience with Database Management Systems (e.g. Power BI SQL)
• Strong analytical and problem-solving skills with attention to detail
• Self-driven persistence in conducting deep data analysis to gain a comprehensive understanding uncover insights and resolve discrepancies.
• Ability to communicate effectively and translate business requirements into technical specifications

Extra Skills That Set You Apart:

• Experience providing technical guidance or acting as a subject matter expert
• Familiarity with agile and waterfall project methodologies
• Creativity in developing reporting solutions and improving processes

Youll Thrive Here If You Are:

• An Analyzer & Problem Solver Skilled at detecting anomalies and resolving discrepancies.
• Solutions-focused & Process-oriented Confident in decision-making and improving tools and processes.
• A Communicator with Influence Able to present data effectively and collaborate with stakeholders.
• Self-starter Proactive and motivated to meet timelines and deliverables.

What Youll Earn:

This role offers a salary range of $55300 to $65000 per annum. 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.

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.

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:

IC