Member Services Representative - Part Time (Ridley)

Meridian Credit Union; St. Catharines; On-site; CAD 45,000 - 49,000; Part time

Benefits offered by this job

Hybrid work arrangements

On-site Ridley Branch office

Job summary

Meridian Credit Union in St. Catharines is seeking a Part-Time Member Experiences Representative to join a team of customer-focused professionals.

You will engage with Members, promote Meridian products, and ensure accurate, confidential handling of transactions in a fast-paced branch environment. You will collaborate with Wealth, Small Business, Mobile Mortgage Specialists, and other partners to enhance the Member experience, while adapting to a hybrid schedule and the branch’s retail

Responsibilities

• Delivers an exceptional Member experience and offers insights to continually grow our Member Experience.
• Serves Members with excellence and demonstrates patience in difficult situations.
• Promotes Meridian products and services to add value to Members' financial wellbeing.
• Ensure proper due diligence by posting all transactions accurately and timely.

Job description

Job Details

Locations

• Ridley
  St Catharines, ON L2S 3P5, CAN
• On-site
• Retail
• Part-Time
• Requisition #: MEMBE007870

Description

Why Meridian?

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.

Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is a place where you can expect the unexpected.

Find our story here: About Meridian

The role:

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.

Key Responsibilities

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.

Innovation

• 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.

Knowledge, Skills, and Abilities

• 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, trust and cultivate deeper relationships.

• Business Savvy - Continuously acquiring the knowledge needed to do one’s job to the fullest, using internal or external resources and applying the knowledge productively.

• Partner Orientation - Initiates opportunities for collaboration and maintains productive relationships to achieve shared goals.

• Integrity - Doing the right thing by always acting with openness, honesty and respect.

• Talent Developer: nurtures and supports direct reports, identifies strong team members, develops digital and analytical skills in direct reports

• Creates a Supportive and Positive Team Environment: creates and contributes to a positive team environment which encourages innovation, risk taking, and learning; speeds up team learning through sharing best practices; leverages the strengths and opportunities of the broader marketing team

• Creates a Supportive and Positive Team Environment: creates and contributes to a positive team environment which encourages innovation, risk taking, and learning; speeds up team learning through sharing best practices; leverages the strengths and opportunities of the broader marketing team

Education, Work Experience, and Professional Designations/Certifications

• Sales oriented with previous experience in a front-line sales role or service-related industry.
• High School diploma or relevant working experience

This role represents an existing vacancy.Internal candidates are being considered as part of our standard process

Salary Range: CAD $45,000 – $49,000 annually

Join us! This role is in office at our Ridley Branch located at 111 4th Avenue
St Catharines, ON L2S 3P5, CAN.

What’s in it for you?

• We have an inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success.
• We provide you with the tools and technology needed to delight your candidates and clients.
• You will get to work with and learn from diverse industry leaders and colleagues, who have hailed from top organizations.
• Hybrid work arrangements with in-person office time to collaborate, innovate, and build relationships with your colleagues.
• This is not your typical “corporate” job. We work hard and we have fun!

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