Member Experience Specialist

Tru Cooperative Bank; Victoria; On-site; CAD 45,000 - 55,000; Full time

Job summary

First West seeks a dedicated Member Advisor to deliver frontline member service, triage member needs, and deepen financial relationships. You will ask thoughtful questions, promote digital channels, and guide members to the right advisor while maintaining confidentiality and accuracy.

In this role you will handle transactions, open accounts, and contribute to branch objectives through cross-selling FW products, while ensuring excellent service and compliance with policies.

Qualifications

• High School Diploma required.
• Completion of FW Sales Essentials Course, within 6 months of hire required.
• Must complete the internal First West certification program specific to this role within the required timeframe.
• College, Trade or Tech School Diploma (2 years) preferred.
• 2 years of retail/customer service experience or equivalent required.
• Sales and cash handling experience preferred.
• Demonstrated ability to identify needs and recommend products and services to members.
• Strong interpersonal skills and ability to build relationships with current and potential members.
• Demonstrated ability to be positive, flexible to change and work in a busy environment.
• Proficient in computer software programs e.g. Microsoft Office.
• Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.

Responsibilities

• Triage member questions and needs through to digital channels and MAC; build relationships and provide financial advice or referrals.
• Process a full range of member transactions including opening accounts, cards, and deposits; promote digital banking adoption.
• Support branch goals through proactive promotion of FW products and services and cross-sell/referrals.
• Stay knowledgeable about regulations and process improvements to protect the organization.
• Collaborate as a team member and mentor others; uphold service levels and productivity.

Skills

Interpersonal skills

Relationship building

Sales aptitude

Cash handling

Microsoft Office

Education

High School Diploma

FW Sales Essentials Course

First West certification program

College/Trade/Tech Diploma (2 years)

Tools

Microsoft Office

Job description

First West seeks a dedicated Member Advisor to deliver frontline member service, triage member needs, and deepen financial relationships. You will ask thoughtful questions, promote digital channels, and guide members to the right advisor while maintaining confidentiality and accuracy.

In this role you will handle transactions, open accounts, and contribute to branch objectives through cross-selling FW products, while ensuring excellent service and compliance with policies.