Member Experience Officer (BCGEU) - Downtown

Vancity; Vancouver; Sur place; CAD 39 000 - 44 000; Plein temps

Avantages offerts par ce poste

Living wage employer

Customizable benefits

Generous vacation

Extra stat holidays

Immediate health coverage

Defined benefit pension

Résumé du poste

Vancity, Canada’s largest private-sector living wage employer, is seeking a Member Experience Officer to guide members in using digital services and support branch operations in Downtown Vancouver. The MEO will manage in-branch, phone, and walk-in interactions and perform basic Account Manager duties.

The role reports to the Assistant Branch Manager, is full-time and permanent, with a starting hourly rate of $29.71 CAD under the collective agreement, plus incentives and benefits.

Qualifications

• High School Diploma required or equivalent.
• Post secondary education/diploma preferred.
• Experience in Financial Services Representative role preferred.

Responsabilités

• Perform member transactions in-branch and through call center channels.
• Effectively prioritize channel mix to level service across calls, in-person queues and appointments.
• Onboard members to digital services/channels and demonstrate digital account opening.

Connaissances

Cash Handling

Customer Service

Relationship Building

Digitally Capable

Formation

High School Diploma – General

Post Secondary Education/Diploma

Description du poste

Our Story & Purpose

We’re 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. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers.

Your Role in Supporting Our Members

The Member Experience Officer (MEO) will be fluent in digital tools, and guide members to deepen their awareness and ability to use Vancity’s 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.

Full-time, Permanent position located at Downtown Community Branch (Branch 10) and reports directly to the Assistant Branch Manager.

How You'll 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 organization’s 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 member’s current situation and circumstances

What You’ll 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

You’ll 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 you’re 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.

What You’ll Earn

The starting hourly rate for this role is$29.71 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.

Why You’ll Love Working Here

A career at Vancity is more than just a job, you’re 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: We’re the largest private-sector Living Wage Employer in Canada and consistently ranked among Canada’s 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 BC’s 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 we’re 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 [e-mail]. We’re 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.