Virtual Relationship Manager (Hybrid)

Prospera; Surrey; On-site; CAD 54,000 - 67,500; Full time

Benefits offered by this job

Flexible Benefits Program

Defined Contribution Retirement Plan

Vacation, Personal and Wellness time

Professional development

Great Place to Work certification

Job summary

Prospera is a leading financial services provider in Surrey, BC, offering guidance on lending, investments, and everyday banking. The role supports a hybrid work model with a weekly in-office day after probation and target achievement, with initial corporate office work.

The candidate will engage members through virtual and in-person channels. Key responsibilities include providing holistic financial advice, onboarding wealth clients, and ensuring compliance with lending and investment

Qualifications

• Minimum 3+ years in financial services with advisory experience.
• Licensed to sell mutual funds or willing to obtain within 6 months.
• Experience in a multi-channel contact center environment (phone, email, chat).
• Strong financial acumen and product knowledge across lending/investment offerings.
• Excellent listening and verbal communication skills.

Responsibilities

• Provide comprehensive financial guidance on lending, investments, and financial health checks.
• Facilitate virtual appointments for advisor services.
• Handle inbound and outbound calls, addressing member inquiries and escalating complex issues.
• Lead outbound calling best practices and member outreach.
• Onboard new wealth members and refer to wealth partners when appropriate.
• Prepare loan documents and obtain approvals within lending authority.

Skills

Financial guidance

Multichannel support

Mutual funds license

Lending knowledge

KYC experience

Active listening

Tools

CUIC training

Job description

Prospera is committed to creating meaningful local impact while offering our members more ways to manage everyday banking, grow their wealth, and receive personalized support to achieve their financial goals.

With more than 80 years of service, Prospera is part of the Coast Capital Savings Federal Credit Union family of brands, providing a full range of financial products and services across the British Columbia.

Please note, this role will be expected to support a 6-day (M-S), extended hours operation with rotational shift patterns in a hybrid working environment with a weekly in-office working day once you have completed probation and begun to hit targets. Prior to this, you will work in our corporate office.

What you do

• Provide comprehensive financial guidance to members, encompassing lending options, investment opportunities and personalized financial health checks.
• Facilitate virtual appointments to offer convenience and accessibility, ensuring members receive expert advice without the need for in person visits.
• Manage both inbound and outbound calls effectively, addressing member inquiries promptly and escalating complex issues outside of their scope to the appropriate channels.
• Acts as a role model and leader in the best practices of outbound calling, utilizing outbound calling techniques to ensure efficient and effective member outreach.
• As part of the lending application process, engages members in insurance coverage and provides options through CUMIS to meet member needs while also leveraging referrals to the insurance specialist.
• Execute holistic advice based financial strategies by fulfilling members complex lending, investment, protection and day to day banking needs.
• Holds a mutual fund license and onboards new wealth members, provides advice regarding suitability of various investments, process trades, and conduct KYCs. Referring to guided portfolios and wealth partners as appropriate.
• Prepare loan documents and approves loan within designated lending authority, referring larger loans and exceptions to management or corporate approvals with sound rationale as to why the loan should be approved.
• Support members by answering questions related to member’s personal borrowing needs such as product details, payment inquiries and changes such as payment alterations, loan and mortgage payment skips, and loan and mortgage pay outs.
• Provide back up support for day-to-day banking inquiries from members, answering questions about their transaction history, account packages or service charge inquiries and posts noncash transactions.
• Provide online and mobile banking support to members including providing virtual walk throughs, educating on self-serve options, and providing basic technical support.

What you bring

• At least 3+ years in a financial services environment with at least one year in an advisory capacity. Exposure to lending and investment products, identifying member needs, and providing financial advice. Contact center experience considered a strong asset.
• Experience working in a multi-channel contact center environment including phone, email and chat preferred.
• Licensed to sell mutual funds or willing to be licensed within 6 months
• CUIC 210 Consumer and Residential lending or equivalent internal training to be completed within 12 months
• CUIC 240 Elements of Personal financial planning to be completed within 24 months
• Experience in a professional advisory and sales environment.
• Strong financial acumen, and knowledge of financial products and service.
• Intermediate to advanced understanding of retail lending including unsecured and mortgage secured lending underwriting and application processes.
• Proven ability to deliver sound advice in a range of moderately complex member situations.
• Excellent active listening skills verbal communication skills capable of conveying complex information clearly.

Compensation

• Prospera offers a total compensation package of base salary plus incentives that is market competitive and reviewed annually.
• The salary for this role is $54,000 to $67,500.00. The final offer will be based on the successful candidate’s knowledge, experience, and internal equity.

Benefits and Wellbeing

• Flexible Benefits Program pick and choose what works best for you.
• Defined Contribution Retirement Plan – let’s start saving and keep your future in mind.
• Vacation, Personal and Wellness time and two Vacation Bonus Days
• Professional development – come to grow your career and develop your skills.
• A supportive, collaborative work environment we’re proud to be a Great Place to Work certified organization.

Our Commitment - Diversity, Equity & Inclusive

At Prospera, we build vibrant and healthy communities by leveraging our unique backgrounds, talents, and perspectives to create a workplace where everyone can thrive. Diversity, equity, and inclusion are at the heart of everything we do, and we are committed to a continuous journey that ensures every employee feels valued and empowered.

We follow a fair and equitable hiring process to ensure all candidates are considered based on their skills, experience, and potential. When you join Prospera, you’re not just taking a job—you’re becoming part of a team that celebrates individuality and works collectively to make a positive impact.

Accommodations

We believe you belong here. If you require accommodation at any stage of the hiring process, please contact [e-mail]. All requests are handled with respect and confidentiality.

Disclaimer: Employment is subject to background checks, including enhanced criminal, credit, and reference checks.

At Prospera, we’re more than a financial institution; we’re a community. Our people are empowered to bring their whole selves to work and make a meaningful difference every day.

Prospera, Coast Capital and Sunshine Coast Financial are part of the Coast Capital Savings Federal Credit Union family of brands.