Member Experience Officer (BCGEU) Victoria (18-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:

TheMember 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 queue-serving staff the MEO will toggle between in-branch line-up MSC/telephone queues and member walk-ins/appointments to administer duties as outlined above.

This is a Full-time Temporary position located at Victoria Community Branch(Branch 42) and reports directly to the Assistant Branch Manager.

How Youll Make an Impact:

• Perform member transactions in-branch 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 in-person line-up 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 set-ups account openings registered account set-ups 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 next-best-product and next-best-service for the members current situation and circumstances

What Youll Bring to the Team:

• 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

Youll Thrive Here If You Are:

• A problem solver You have an analytical mind and can multi-task to come up with solutions.
• Tech-savvy 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 fast-paced 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.

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:

The starting hourly rate for this role is$30.69as 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.

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