Member Service Representative (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 2700 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 Services Representative you will build relationships by learning more about our members while assisting them with their banking transactions. Demonstrating excellent communication and interpersonal skills you will identify the unique needs of each member and address their concerns.

This is a Full-time Permanent hybrid position. Youll begin with six weeks of in-person training then transition to a hybrid model - working primarily from your home office in the Lower Mainland and the Vancity Surrey office. Staff may choose to work fully on-site while remote work requires prior approval and meeting Vancitys standards. Vancity provides all necessary equipment for working from home however employees must maintain a reliable high-speed internet connection at their own expense and upgrade if required.

Work Hours:
Were open 365 days a year. Shifts are assigned by seniority and set every three months.

• MondaySaturday: 8:00 AM 8:00 PM
• Sunday: 10:00 AM 5:30 PM

How Youll Make an Impact:

• Performing member transactions consistent with established service standards
• Achieving established sales and service objectives including referrals to specialist roles so that member needs are met
• Applying service standards policies procedures and controls to meet compliance requirements and mitigate risk
• Resolving and handling member queries including but not limited to inbound/outbound calls email and online
• Fully leveraging and utilizing the technical systems available so that the service experience for the member is efficient and seamless

What Youll Bring to the Team:

• A high school diploma or equivalent
• At least 1 year of working experience interacting with people and businesses in a professional capacity with excellent customer service skills
• Experience in a financial institution or banking is a bonus
• Ability to connect quickly with people over the phone
• Ability to explain complex information in simplified language
• A curious nature and strong problem-solving skills
• The ability to ask questions with intent
• Exceptional verbal and written communication skills

Extra Skills That Set You Apart:

• Customer service and/or call centre experience is an asset

Youll Thrive Here If You Are:

• Solutions-oriented you have a growth mindset and approach new and challenging situations with a how might we attitude.
• A Strong Communicator- you use your strong communication and interpersonal skills to create clear understanding of expectations; address challenges and issues for the business unit; and represent the unit across the organization.
• Organized & Systematic- your planning and coordination skills develop solid operating plans processes methods and standards for a unit and help coordinate delivery of critical information in a timely manner.
• Analytical & Decisive- with your strong problem solving and decision making skills you can diagnose challenges and issues; develop innovative investigative solutions; and to assess risks and opportunities that may affect the information security team.
• Self Motivated you are a self motivated and inquisitive individual that takes initiative to follow through and deliver results without continuous supervision.

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.

What Youll Earn:

This role offers a starting salary of $26.35 per hour as per the collective agreement. 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.

* Posting Deadline: Please apply by Monday October 6th at 4:00pm. *

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:

Unclear Seniority