Member Experience Team

Bow Valley Credit Union; Banff; Hybrid; CAD 42,000 - 52,000; Full time

Benefits offered by this job

Cost of Living Allowance

Benefits package

RRSP program

Vacation

Wellness Spending Account

Job summary

Bow Valley Credit Union in Banff is seeking a Member Experience Associate to deliver exceptional service and build lasting member relationships. You will handle daily banking needs, process transactions, and support growth through referrals across our product suite.

You’ll maintain confidentiality, assist with cross-selling, and ensure accurate documentation while contributing to a collaborative, community-focused branch. On-site, Mon-Fri, 8:45 a.m. to 5:15 p.m.

Qualifications

• Grade 12 diploma or equivalent.
• Superior customer service skills with previous sales experience.
• Previous cash handling experience is an asset.
• Proficiency in Microsoft Office applications.
• Good investigative skills for uncovering member needs to support business growth.

Responsibilities

• Complete member transactions including account openings, daily banking, and account maintenance accurately and efficiently.
• Participate in activities that support the expansion of member relationships by seeking opportunities for cross-selling and referrals across all Bow Valley Credit Union products and services.
• Recommend appropriate products and services to current and prospective members by identifying and analyzing their needs, explaining features and benefits, and completing documentation in accordance with policies and procedures.
• Maintain discretion and confidentiality to respect members privacy.

Skills

Customer service

Cash handling

Sales experience

Communication

Attention to detail

Discretion

Education

Grade 12 diploma or equivalent

Tools

Microsoft Office

Job description

The Member Experience Team (MET) at our Banff branch consists of collaborative professionals who are passionate about delivering exceptional member experiences. As a member of this team, you’ll support daily banking needs, build meaningful member relationships, and be part of a vibrant community in one of Canada’s most iconic destinations.

If you have a keen eye for detail, strong organizational and time management skills, and a passion for people; this role may be a great fit. Our team members create a positive first impression and deliver exceptional service in every member interaction.

Why Banff?

Working at our Banff branch means more than just a job; it’s a lifestyle. We offer a compensation and benefits package designed to support you in one of Canada’s most sought-after communities:

• Cost of Living Allowance - a supplemental allowance of up to 10% of your gross earnings, to help offset the higher cost of living in the Banff area
• Benefits - Compensation includes a comprehensive benefits package, RRSP program, vacation, and a Flexible Wellness/Health Spending Account.
• World-Class Surroundings - live and work in Banff National Park with hiking, skiing, lakes, and mountain scenery right at your doorstep
• Vibrant Community - a tight-knit, welcoming community where staff are active participants in local events and initiatives
• Growth & Development - access to ongoing training programs and pathways for advancement within BVCU

WHAT YOU'LL DO

Member Experience

At the heart of this role is building genuine connections with our members and supporting their financial wellbeing:

• Complete member transactions including account openings, daily banking, and account maintenance accurately and efficiently
• Participate in activities that support the expansion of member relationships by seeking opportunities for cross-selling and referrals across all BVCU products and services, as well as trusted third-party providers
• Recommend appropriate products and services to current and prospective members by identifying and analyzing their needs, explaining features and benefits, and completing documentation in accordance with policies and procedures
• Maintain discretion and confidentiality to respect members privacy

Operational & Administrative Activities

You’ll also play an important role in maintaining the smooth day-to-day operations of the branch:

• Adhere to BVCU policies and procedures to ensure all daily, monthly, quarterly, and annual tasks are completed accurately, consistently, and in compliance with regulatory requirements
• Support overall branch operations, including opening and closing procedures, and maintaining related records
• Perform internal auditing

Teamwork & Community

We’re proud of our community roots and we want our team to be too:

• Participate in a positive, collaborative work environment that encourages pride, teamwork, and mutual respect
• Participate in training and development programs provided by internal and external resources
• Actively participate in community events sponsored by BVCU

WHAT WE'RE LOOKING FOR

Education, Experience & Qualifications

• Grade 12 diploma or equivalent
• Superior customer service skills with previous sales experience
• Previous cash handling experience is an asset
• Proficiency in Microsoft Office applications
• Good investigative skills for uncovering member needs to support business growth

Skills & Competencies

• Member-First mindset: genuine passion for delivering exceptional service and building lasting member relationships
• Communication: excellent verbal and written communication skills, with the ability to explain products and services clearly and confidently
• Critical Thinking: strong problem-solving skills with the ability to multi-task and prioritize in a dynamic branch environment
• Attention to Detail: meticulous approach to transaction accuracy, compliance, and recordkeeping
• Discretion & Integrity: sound judgment when handling confidential member and financial information
• Team Player: collaborative and reliable, with a positive attitude and commitment to continuous learning and development

Working at Bow Valley Credit Union

Bow Valley Credit Union has been serving the Bow Valley corridor since 1953 - a member-owned co-operative built on the belief that financial services should work for people, not shareholders. That founding purpose still shapes everything we do.

As a co-operative, we operate by seven core principles: open and voluntary membership, democratic member control, member economic participation, autonomy and independence, education and training, co-operation among co-operatives, and genuine commitment to community. These aren't just words on a wall - they guide how we make decisions, support our team, and serve our members every day.

The Details

• On-site in Banff, Alberta
• Monday - Friday, 8:45 a.m. to 5:15 p.m. (37.5 hours per week)
• Must be bondable; satisfactory criminal and credit background checks required
• Must be legally authorized to work in Canada on a full-time basis

We welcome applications from all backgrounds. Only candidates selected for an interview will be contacted.

Note: This description provides an overview of the position and is not exhaustive. Responsibilities may evolve at the discretion of Bow Valley Credit Union.