Member Experience Specialist - Banking & Guidance

Coast Capital Savings; Surrey; On-site; CAD 30,000 - 50,000; Full time

Job summary

Coast Capital Savings is seeking a friendly Member Service Representative to serve as the first point of contact at the Sunshine Hills branch. You will balance warm, personalized service with proactive opportunities to deepen member relationships and provide financial guidance.

You’ll listen actively, educate members about online banking and mobile apps, and collaborate with teammates to meet diverse banking needs. A strong, service-oriented attitude helps us build a better future together.

Qualifications

• Strong verbal English communication skills and comfortable handling sensitive conversations with members.
• Active listening to identify challenges and guide customers toward positive outcomes.
• Empathy to understand that a bank account is about people, not just numbers.
• Initiative to take action without being asked and to seize opportunities.
• Problem solving to resolve member issues with collaborative support.

Responsibilities

• Be the first friendly face for Coast Capital members at the branch and uphold Coast Capital values.
• Build relationships with members and deliver outstanding service by addressing needs and identifying future opportunities.
• Educate members on online banking and mobile platforms to enhance their experience.
• Contribute to team results by listening, spotting opportunities, and partnering with colleagues to meet financial needs.
• Create a positive member experience by resolving and preventing banking issues.
• Identify counterfeit money and potential illegal transactions as the first line of defense.

Skills

Communication

Active Listening

Empathy

Initiative

Problem Solving

Curiosity

Advisory

Adaptability

Motivation

Integrity

Job description

Coast Capital Savings is seeking a friendly Member Service Representative to serve as the first point of contact at the Sunshine Hills branch. You will balance warm, personalized service with proactive opportunities to deepen member relationships and provide financial guidance.

You’ll listen actively, educate members about online banking and mobile apps, and collaborate with teammates to meet diverse banking needs. A strong, service-oriented attitude helps us build a better future together.