Senior Member Experience Advisor (MAC)

First West Credit Union; City of Langley; On-site; CAD 48,000 - 63,000; Full time

Job summary

Join a leading credit union as a Senior Member Experience Advisor (MAC) where you'll provide exceptional service and holistic financial advice to members. This role focuses on building meaningful relationships while managing diverse financial needs through proactive outreach and effective communication. With opportunities for career growth, you will play a key role in supporting our members' financial wellness goals.

Benefits

Mental health coverage and resources

Customizable health benefits

Performance-based compensation

Employee banking advantages

Vacation time and flexible work arrangements

Qualifications

• 2-3 years in a Financial Advisor role with proven ability to exceed targets.
• Strong telephone and written communication skills.
• Ability to manage complex conversations and member relationships.

Responsibilities

• Deliver exceptional service and financial advice to members.
• Build strong relationships through proactive outreach and member discovery.
• Process complex member transactions and provide personalized financial advice.

Skills

Financial Planning

Customer Service

Relationship Building

Communication

Organizational Skills

Education

College or Tech School Diploma in related discipline

Mutual Funds License

Professional Financial Planner (PFP) certification

Tools

Dynamics 365

Microsoft Office

Job description

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Job Description

We are currently seeking a Senior Member Experience Advisor (MAC) to join our team.

The Senior Member Experience Advisor (MAC) delivers exceptional service and advice to a diverse range of members across all divisions. This role focuses on providing proactive, holistic financial advice by engaging members through Dynamics 365 leads management and other outreach best practices. The Senior Advisor connects with members remotely, offering accessible advice through the most convenient communication channel and time for the member. This may include meeting times that fall outside of branch hours, including early evenings and weekends. Through a process of shared discovery, the advisor identifies each member’s unique financial wellness goals and will offer a full range of daily banking, fraud prevention, new member onboarding, complex lending, deposit and investment services. This role works in consultation with First West Wealth Management partners and may either refer members to a branch or retain the relationship for ongoing account management needs.

Job Description

We are currently seeking a Senior Member Experience Advisor (MAC) to join our team.

The Senior Member Experience Advisor (MAC) delivers exceptional service and advice to a diverse range of members across all divisions. This role focuses on providing proactive, holistic financial advice by engaging members through Dynamics 365 leads management and other outreach best practices. The Senior Advisor connects with members remotely, offering accessible advice through the most convenient communication channel and time for the member. This may include meeting times that fall outside of branch hours, including early evenings and weekends. Through a process of shared discovery, the advisor identifies each member’s unique financial wellness goals and will offer a full range of daily banking, fraud prevention, new member onboarding, complex lending, deposit and investment services. This role works in consultation with First West Wealth Management partners and may either refer members to a branch or retain the relationship for ongoing account management needs.

Here’s what would be included as a part of your typical day

• Member Experience: Builds strong and trusting relationships with members using established telephone and email channel best practices. Effectively manages and prioritizes member leads using Dynamics 365, following established best practices to ensure timely, personalized outreach, through email and telephone, that drives meaningful engagement and supports members’ financial goals. Educates members on financial planning fundamentals, fraud prevention, and digital solutions.
• Member Transactions: Processes a full range of complex member transactions including, but not limited to; MFDA products and services, retail mortgages, personal and RRSP loans; opening personal registered investment contracts, debit/credit cards, LOC/overdraft protection, and related insurance products. Confirms appropriateness through the completion of Member Discovery.
• Financial Planning and Advice: Evaluates and addresses the financial needs of members by considering their life stages and insights through the Member Discovery process. Provides personalized financial advice and refers to appropriate business partners as needed. Maintains and grows an assigned portfolio of members through regular, proactive contact.
• Individual and Team Goals: Supports achievement of annual First West and department goals and objectives through proactive promotion of FW products and services, participation in FW campaigns, and actively seeking potential cross-sell and/or referral opportunities during interaction with members. Achieves established annual sales and referral targets.
• Other duties: Utilizes the Day on the Life as a guideline to prioritize and manage schedule – to align efforts in reaching goals while offering a remarkable, consistent member experience across First West. Other duties as required by department leadership.
  
  

Required Skills, Experience & Qualifications

• College or Tech School Diploma (2 years) in related discipline or equivalent combination of education and experience
• Mutual Funds License required; PFP preferred
• Must complete the internal First West certification program specific to this role within the required timeframe
• 2-3 years in a Financial Advisor role, or equivalent, with proven ability to consistently meet or exceed targets.
• Proven ability to conduct complex advisory, four quadrant conversations
• Completion or willingness to complete continuous learning in the field of Professional Business Writing
• Demonstrated ability to recognize needs, identify appropriate products and build strong member relationships
• Proven track record achieving or exceeding sales targets in retail lending and investment products and service
• Ability to independently prioritize and manage a high volume of tasks without direct supervision
• Strong organizational skills to track leads, follow-ups, and member discovery conversations across multiple channels.
• Willingness and ability to engage with members outside of standard business hours to accommodate varying time zones and member needs
• Proactive in structuring a flexible but consistent work routine that aligns with member needs
• Excellent written communication for crafting clear, professional and engaging emails
• Strong telephone communication skills to build rapport, convey complex information clearly and listen actively without visual cues.
• Proficient in computer software e.g. Microsoft Office and banking software programs
• Proven ability to fully utilize D365 within established best practices, comfort in navigating virtual call systems, email tools
• Able to troubleshoot basic technical issues independently to maintain seamless member experience
• Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures
• Lending limits will be assigned in consultation with credit services – based on experience and competency
  
  

About Us

What’s in it for you:

First, we strive to make our team members feel genuinely rewarded. You’ll have:

• Mental health coverage and resources
• Customizable health benefits, as well as topped-up parental leave
• Performance-based compensation, employee banking advantages and group RRSP matching
• Vacation time and flexible work arrangements to support your lifestyle
  
  

We are committed to providing a fair, equitable, and competitive rewards package that reflects the value an individual brings to our organization. The compensation mentioned in this job posting should serve as a guide. The total cash compensation earned may vary based on a variety of factors including bonuses and/or incentives, an individual’s skills and experience, and may correlate with performance in the role.

We also provide and encourage opportunities for our employees to make a meaningful impact. After all, as a credit union we’re powered by giving back—in big ways and through small gestures. That's why we offer employees paid time off to volunteer, partner with thousands of local charities, build long-lasting relationships that help our members get ahead and commit to environmental, social and governance (ESG) practices.

By joining our team, you’ll be able to elevate your potential. Wherever your own purpose leads, we’re here to support you with award-winning in-house training programs, access to LinkedIn Learning, and reimbursement for external courses to help you get ahead.

Take the next step in your career as part of our team. Apply for this opportunity!

Candidates, please note: if you are being considered for this role, you will be required to complete a background check, such as employment verification, credit check and criminal record check.

Diversity, Equity, Inclusion & Belonging

At First West Credit Union, we embrace diversity regardless of gender identity or expression, sexual orientation, religion, race, ethnicity, age, diverse ability, and any aspect that makes someone unique. Inclusion is woven through our organization, from our employee-led network groups, hiring practices and education programs that address barriers and continually grow our equitable, diverse and inclusive culture.

We encourage people who are from equity-deserving groups to apply for a career with us, including women or non-binary people, persons with diverse abilities, Black, Indigenous Peoples, People of Colour and members of 2SLGBTQIA+ communities.

If an accommodation would help you during the process of applying or interviewing for a career with us, please let us know how we can assist you, whether it’s preparing materials in an alternate format, booking an accessible meeting room or other arrangement.

Your individuality is welcome here.

About Us

We’re a financial cooperative that does things differently. We provide time-tested advice that helps our members feel optimistic about their future, and we offer comprehensive banking solutions that enable people to confidently reach their goals. With the financial strength and extended branch network of a large financial institution, we maintain local connections to our communities and take a unique grassroots approach to service. Our more than 250,000 members and approximately 1,250 employees operate from 45 branches throughout the province of BC, under the Envision Financial, Valley First, Island Savings and Enderby & District Financial brands. Visit firstwestcu.ca for more information on First West Credit Union.

Please know we appreciate your interest in us but only candidates selected for an interview will be contacted.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Management and Manufacturing

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