Member Experience Officer - BCGEU Branch 34

About Vancity

Vancity is a memberowned credit union built on the principles of inclusion and social justice. A relentless commitment to their values has helped them challenge the status quo and break down barriers since day one in 1946. They have bold commitments to make Vancity netzero by 2040 across all mortgages and loans and are pursuing strategies on Indigenous banking and to improve the financial resilience of their members.

Vancity is the largest private sector Living Wage Employer in Canada and has been consistently recognized as one of the Top Employers in Canada. If youre interested in joining their team of 2700 diverse individuals and accessing competitive rewards and benefits all while knowing you are part of a greater movement then apply today!

The Member Experience Officer (MEO) will be fluent in digital tools and guide members to deepen their awareness and ability to use Vancitys digital services and to promote adoption of these alternate channels. The MEO is fully functional in the traditional FSR sense and is also capable of administering some Account Manager functions. The MEO will conduct basic member interviews to understand debts expenses and income streams along with early financial planning advice. Addressing the gap in our operating model for channel fluidity and flexibility of our queueserving staff the MEO will toggle between inbranch lineup MSC/telephone queues and member walkins/appointments to administer duties as outlined above.

This is a FullTime Permanent position located at AbbotsfordCommunity Branch (Branch 34 and reports directly to the Assistant Branch Manager.

A typical day would involve:

• Perform member transactions inbranch and through call center channels leveraging multiple systems accurately and efficiently to provide a positive member experience.
• Effectively prioritize what channel members across the organization most need to be served in (keeping service standard more even between calls inperson lineup and financial advice appointments).
• Onboard members to digital services/channels. Perform demonstrations of digital account opening and related product opening and accessing.
• Gather complete member information to both improve organizational data quality and improve our ability to communicate with and market to members digitally.
• Conduct basic Account Manager activities such as cashflow interviews PAP and payroll setups account openings registered account setups and onboarding credit.
• Uncover opportunities to refer to and become excellent promoters of other lines of business they must therefore be the organizations strongest loggers of member insights in CRM and referrals to other roles across lines of business.
• Be constantly cycling the members through our business development framework offering the nextbestproduct and nextbestservice for the members current situation and circumstances.

You are:

• A problem solver You have an analytical mind and can multitask to come up with solutions
• Techsavvy People often say youre a quick learner and great with technology & systems
• A great communicator You find it easy to get to know others and have great conversations
• Ready for a challenge You have a positive attitude and are able to work in a fastpaced changing environment
• Resourceful You understand and utilize the network of resources available to you and can independently formulate appropriate solutions for your members
• A strong relationship builder You find it easy to get to know others and build trust

You have:

• High School Diploma General
• Post Secondary Education/Diploma preferred
• Experience in Financial Services Representative role is preferred any service sector experience beneficial
• Skills: Cash Handling Customer Service Relationship Building Digitally Capable

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.

Salary: As this is a union role the salary will be as per the collective agreement salary grid starting at $24.91 (Grp 3 Step 1

**Posting Deadline: Posted until position is filled. **

We offer:

• We are the largest privatesectorLiving Wage Employerin Canada and have been consistently recognized as one of theTop Employers in Canada
• Our permanent employees qualify for attractive benefit packages that can be customized and changed each year to meet their evolving needs
• New employees receive between three and four weeks of vacation allowance per calendar year and the number of vacation days grows to a maximum of six weeks per year as their length of service increases. In addition fulltime permanent staff can purchase up to six extra days of vacation through our flexible benefits package.
• In addition to the 10 statutory holidays in British Columbia Vancity provides an additional three statutory holidays. We offer care days for periods of shortterm personal illness or emergency family illness plus opportunities to take unpaid leave for a variety of reasons.

At Vancity were dedicated to being an inclusive antiracist organization with a workforce that reflects the diversity of the communities we serve. 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.

Please note that all shortlisted candidates for this role will be required to complete a background check which includes resume verification credit check criminal record check. Vancity offers required accommodations in all stages of the recruitment process. If you require an accommodation please advise us and we will work with you to meet your needs.

We are committed to providing an inclusive and accessible recruitment experience for all candidates. If you require any accommodations at any stage of the recruitment process please reach out to our Talent Acquisition team at for confidential support.Inperson assistance is also available. We will collaborate with you to ensure your needs are met promptly and effectively.