Agent, Cardholder Care (BCGEU)

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!

As aCardholder Care Agentyou will leverage your communication skills as you engage across a range of different channels including telephone email and live chats to serve member needs. You will effectively manage complex situations problem solve and provide personalized advice. Youll be navigating multiple computer systems processes and policies all while having a quality conversation with a member. You are committed to delivering personalized advice regarding various credit card services offered by Vancity.

We are hiring for 8Permanent FullTime roles located at our Surrey Contact Centre and reports to Team Manager Cardholder Care.

The Role: Cardholder Care Agent

• FullTime Permanent fully flexible (must be available 7 days a week including overnights)
• Work from home (remote)
• Required Paid 5 weeks fulltime training

Atypical daywould involve:

• Resolve and handle member contacts (including but not limited to inbound/outbound calls email) according to established service and quality standards.
• Achieve established service objectives.
• Identifying and assessing needs to provide appropriate products services and referrals.
• Applying Vancity service standards policies procedures and controls to meet compliance requirements and mitigate risk.
• Fully leverage and utilize the technical systems available so that the service experience for the member is efficient and seamless.

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 have excellent interpersonal and communications skills
• Eye for Detail You have a strongattention to detail and accuracy
• Ready for a challenge You have a positive attitude and can work in a fastpaced changing environment

You have:

• A High School Diploma At a minimum you have graduated high school and/or equivalent
• Customer Service Experience At least 1 year of working experience interacting with people and businesses in a professional capacity

Bonus Points:

• Banking or call centre experience would be an asset
• French language skills an asset
• Postsecondary coursework.

Pay Rate: As this is a union role the salary will be as per the collective agreement salary grid starting at $23.97 (Grp 2 Step 1)

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.

* Posting Deadline: Posted until positions are 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 assistance is also available. We will collaborate with you to ensure your needs are met promptly and effectively.