Special Accounts, Specialist II

Vancity; Vancouver; On-site; CAD 50,000 - 75,000; Full time

Job summary

A member-owned credit union is seeking a Special Accounts Specialist II to investigate loan delinquency and provide financial advice. This full-time role offers a hybrid work arrangement and a salary range of $50,000 to $74,500 per annum. Ideal candidates possess strong analytical, communication, and interpersonal skills. Join a team committed to inclusion and social justice, and enjoy a comprehensive benefits package.

Benefits

Customizable Benefits

Generous Vacation

Immediate Health Coverage

Defined Benefit Pension

Extra Stat Holidays

Qualifications

• Strong analytical skills to detect anomalies and resolve discrepancies.
• Effective communication and interpersonal skills to support member engagement.
• Experience in lending within banking or financial institutions is an asset.

Responsibilities

• Investigate causes of loan delinquency and provide financial advice.
• Work with stakeholders to resolve debt issues.
• Maintain accurate and compliant member files.

Skills

Analytical skills

Communication skills

Interpersonal skills

Education

Post-secondary education or diploma in Business Administration

Tools

CRM systems

Job description

Our Story & Purpose

Our Story & Purpose: We’re Vancity, a member-owned credit union built on the principles of inclusion and social justice. Since 1946, our relentless commitment to these values has helped us challenge the status quo and break down barriers. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,700 diverse individuals, access competitive rewards and benefits, and be part of a greater movement – apply today!

Your Role in Supporting Our Members

As a Special Accounts Specialist II, you will investigate the root causes of loan delinquency among retail members and provide sound financial advice to support recovery solutions that maximize member benefit while minimizing risk to Vancity. You will work closely with internal and external stakeholders to resolve debt issues and contribute to a differentiated member experience. We’re looking for someone analytical, collaborative, and member-focused who can navigate complex financial situations with empathy and precision.

This is a Full-time, Permanent role based at Vancity head office and will report directly to the Team Manager, Special Accounts. While this position provides a hybrid work arrangement, you will be expected to be on-site for events and business demands.

How You\'ll Make an Impact

• Assessing the financial situation of retail members to provide tailored advice and support
• Reviewing member profiles and recommending recovery solutions such as payment arrangements, restructures, litigation, or write-offs
• Partnering with internal and external stakeholders including Visa, ICF, lawyers, insolvency trustees, realtors, and appraisers
• Maintaining accurate and compliant member files
• Applying judgment and discretion in line with procedures and policy
• Escalating unresolved issues to senior staff
• Contributing to the development of program content and process improvements
• Acting as a resource for specialized advice and guidance

What You’ll Bring to the Team

• Post-secondary education or diploma in Business Administration, or an equivalent combination of education and experience
• Experience in lending within banking or financial institutions is an asset
• Strong analytical skills to detect anomalies and resolve discrepancies
• Solid understanding of financial industry practices and recovery strategies
• Effective communication and interpersonal skills to support member engagement

Extra Skills That Set You Apart

• Experience working with CRM systems
• Familiarity with legal processes related to debt recovery

You’ll Thrive Here If You Are

• Analytical – You enjoy solving problems and making data-driven decisions
• Empathetic – You understand the importance of member well-being and financial dignity
• Collaborative – You work well across teams and with external partners
• Detail-oriented – You maintain accurate records and follow procedures carefully

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don\'t perfectly align with those listed.

What You’ll Earn

This role offers a salary range of $50,000 to $74,500 per annum. The base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

Why You’ll Love Working Here

A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

• Living Wage Employer: We’re the largest private-sector Living Wage Employer in Canada and consistently ranked among Canada\’s Top Employers
• Customizable Benefits: Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs
• Generous Vacation: New employees start with 3–4 weeks of vacation per year, with additional days earned over time
• Extra Stat Holidays: In addition to BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness
• Immediate Health Coverage: Health and dental benefits begin on your hire date, with three levels of coverage to choose from
• Defined Benefit Pension: Our retirement plan provides a guaranteed income for life, recognizing that retirement looks different for everyone

Vancity Talent Programs

Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous, Black, or Trans. With special permission from the BC Human Rights Commissioner, this initiative provides access to career development opportunities, prioritized job screening, and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative, in line with the BC Personal Information Protection Act (PIPA). For details, please see our dedicated Talent Programs job posting.

At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.

We are also committed to an inclusive, barrier-free and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage), we encourage you to let us know by contacting our Talent Acquisition team at [e-mail]. We’re here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality, so you can participate fully in the process.

Qualifications Education

Preferred

Post Secondary Education/Diploma