Member Services Representative

Meridian-Credit-Union; Welland; On-site; CAD 25,000 - 30,000; Part time

Job summary

Meridian Credit Union is seeking a Part-Time Member Experiences Representative to deliver exceptional Member experiences with empathy and efficiency. You will promote Meridian products to support members' financial wellbeing and work with Wealth, Small Business, and Mobile Mortgage teams to enhance overall service.

In this role you will engage with Members across channels, resolve concerns, and contribute to community initiatives.

Qualifications

• Experience in customer service roles.
• Strong communication and listening skills.
• Ability to collaborate with colleagues and leaders.
• Comfort using digital tools and online platforms.
• Demonstrated problem solving in customer interactions.

Responsibilities

• Deliver exceptional Member experiences with empathy and patience.
• Present Meridian products/services to support Members' financial wellbeing.
• Support branch activities and cross-functional teams.
• Build relationships with Members and internal partners.
• Maintain confidentiality and accuracy in transactions.

Skills

Customer service

Communication skills

Team collaboration

Tech savviness

Decision making

Problem solving

Tools

Digital platforms

Job description

At Meridian, our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Our vision is to be recognized as the financial institution that has the most local impact, supported by a purposeful value proposition to our Members.

We have a passion for ensuring we maintain our tradition of exceeding Member expectations and helping them achieve their best lives. We deliver advice-based banking while providing tools that reduce complexity, offering the right information, and motivating our Members to reach their overall financial goals.

Our Retail teams work alongside our partners in Wealth, Small Business, and Mobile Mortgage Specialists to support our Members' holistic financial growth.

As a Member Services Representative (Part-Time) :

As our Member Experiences Representative, you will be joining a team of highly engaged financial service professionals who are dedicated to providing an exceptional Member Experience. In this role we will rely on you to attend to our Members with excellence, patience and empathy. While positioning Meridian’s products and services to add value to our Members financial wellbeing.

With your growth mindset you are adaptive, resilient, resourceful and creative. Seeking and receptive to feedback to continuously improve and learning from successes and mistakes. As part of our collaborative team, you are highly engaged and communicate thoughts and ideas in a respectful environment. We value diversity of thoughts and promote inclusion. As you take initiative and accountability you are joining a team that provides autonomy to get things done and will be accountable for a variety of support functions within the branch.

Must have a passion for Member Experience, ensuring that Meridian maintains its tradition of exceeding Member expectations and “Bringing the Member Experience to life”.

The Member Experience Representative will work alongside and align financial strategies and activities to support Meridian’s internal business partners – Wealth, Small Business, Mobile Mortgage Specialists to ensure value added delivery of Member centric products/solutions.

Employee Experience

• Part of an engaged team that is aligned to key business drivers and delivering on outcomes.
  • Is Highly Engaged
  • Demonstrates empathy with colleagues
  • Communicates thoughts and ideas openly
  • Respects others and their opinions/ideas
  • Values diversity of thought and promotes inclusion
  • Be a highly engaged team player working co-operatively with your peers within the branch and across Meridian including corporate office and other Member Experience partners.
  • Develop goals with Manager that are clearly defined, measurable and achievable, and align them to business unit and strategic priorities for Meridian
  • Actively participate and support the team in the planning process, assisting with implementation and providing feedback.
  • Continued individual learning and development to align with Meridian core competencies and values while delivering on action plans aligned with Employee Engagement results.
  • Advocates for the branch, advances innovative thinking amongst team, and promotes an entrepreneurial growth mindset.
  • Act as a trusted partner to build, develop and maintain internal relationships within the Member Experience teams and cross-functional departments, to ensure alignment for achievement of Meridian’s Retail Experience goals.
  • Participates and leads branch activities in support of expanding the Member relationship and growing share of wallet including our Digital Ambassador Program

Member Experience

• Delivers an exceptional Member experience and offers insights to continually grow our Member Experience.
  • Serves Members with excellence
  • Demonstrates patience in difficult situations
  • Shows empathy to Members’ perspectives
  • Understands how Meridian’s products and services can add value to our Members
  • Provide a superior Member experience through the identification and promotion of products and services. Where appropriate provide qualified referrals based on the needs identified through proactive probing.
  • Ensure proper due diligence by posting all transactions accurately and timely
  • Take responsibility to ensure accuracy and completeness of all work.
  • Maintain discretion and confidentiality to respect Members privacy.
  • Identify and fulfill Member requests and identify opportunities to grow the relationship.
  • Demonstrates excellent listening and strong consultative skills.
  • Removes systemic barriers to exceptional Member Experience.
  • Embraces virtual technology platforms and leverages them to engage in impactful communication with Member.
  • Identify and contributes to the continuous enhancement of the Member Experience while leveraging Voice of Employee.
  • With autonomy to resolve Member Concerns- look to create action plans to avoid escalation in the future.
• Establishing a compelling vision and executes on strategy.
  • Takes initiative and accountability – knows what needs to get done
  • Communicates effectively
  • Knows the business and their function deeply
  • Understands their role in the organization
  • Develops cross functional relationships
  • Working with the Branch leadership, execute Retail strategies to ensure continued momentum across Meridian including Omni Channel integration.
  • Works with the Branch leadership, to champion and implement corporate strategies and programs for the branch.
  • Participating in the development and implementation of branch business plans.

Community Experience

• Participate and execute with the team our Community engagement plan
  • Promote Meridian Credit Union in your community by participating in and being involved in community activities or events while demonstrating the Company Values
  • Support local community organizations and activities through Business Development and Good Neighbour Program. Planning, preparation and delivery of Meridian hosted Community events.

How you will succeed:

Flexible to work all scheduled hours which include evenings and weekends

Strong knowledge of computer systems.

Ability to make decisions, act decisively and provide friendly and personable service.

Strong negotiation, interpersonal, written and oral communications skills. Must be able to mitigate and resolve Member Concerns.

Effective organizational time management, and problem-solving skills; ability to grasp concepts and processes quickly; demonstrated ability to partner and influence.

Embraces virtual technology platforms for use with both Member and Meridian partners

Ability to collaborate with leadership to develop plans and recommendations that support the achievement of Meridian’s strategic objectives.

Proven track record of bringing new ideas forward, while staying on top of trends in the market place.

Member Experience focused, with the enthusiasm and tenacity to motivate self to meet and exceed goals and provide the right solutions.

Member Focus - Personally demonstrating that our Members are our highest priority.

Proactive - Seize the initiative by anticipating needs and identifying opportunities to provide a higher level of service.

Open Communication - Engaging in honest and transparent dialogue to develop mutual understanding