Member Support Specialist (Duncan)

First West Credit Union

  • Duncan, BC
  • Permanent
  • Full-time
  • 1 month ago
Job Category: Member Advice CentreJob Description:We are currently seeking a Member Support Specialist to join our team.The Member Support Specialist role supports member facing, non-sales functions within the Member Advice Centre. This role provides exceptional member service over the phone, through email, and in-person as the first point of contact in our regional offices. Please note: The Member Advice Centre is open extended hours Monday - Friday 8:00am - 8:00pm, Saturdays 8:30am - 4:00pm, and Sundays 11am - 3:00pm. MAC requires a variety of work schedules to best serve our members and support our team.Here's what would be included as a part of your typical day * Member Service: Responds promptly to incoming calls, determines caller needs, responds to inquiries, supports members with instructions on e-transfer issues and conducts general transactions in a professional manner. Utilizes the ICE telephone system and provides regional cross support on reception queue calls for members across First West. Approaches each call with the goal of “First Contact Resolution”.
  • Fraud Alert System: Works closely with Corporate Security to effectively manage the high volume of Fraud Alerts across all First West branches and resulting member communications and documentation. Follows the Member Verification procedure to minimize credit union risk exposure.
  • Sales Campaign support: Supports marketing campaign efforts by entering leads and prospects into ACE using marketing approved hashtags. Assigns leads to applicable team within MAC or branch for further action. May provide ad hoc reporting and feedback on campaign results.
  • Lobby management: Greets visitors, couriers, and staff in a friendly, business-like manner, determines their needs, and refers visitors to the appropriate division/employee. Maintains and tracks parking and security passes and temporary passes to staff and outside contractors, as required. Ensures that the reception area is always covered during business hours, as well as maintains the professional appearance of the reception area. Ensures security is maintained; controls and restricts unauthorized personnel from entering the restricted area until met by the designated staff member or divisional secretary/assistant. Maintains established procedures with respect to confidentiality, negotiable items, security documentation, equipment, and surroundings to meet safety, legal and procedural requirements.
  • Inbound MAC queue coverage: May provide inbound call support on the MAC banking and email queues dependent on volume. The Member Support Specialist will work with their performance leader to build skills and experience required to complete general banking and fulfillment requests, as this is the stepping stone for Member Solutions Advisor role.
Required Skills, Experience & Qualifications
  • High School Diploma or equivalent
  • Must complete the internal First West certification program specific to this role within the required timeframe
  • 2 year of customer service & office experience required, or equivalent
  • Financial services, call centre, or customer support over the phone experience preferred
  • Strong interpersonal skills and ability to build relationships with members, employees, and vendors
  • Demonstrated effective time management and organization skills with the ability to multi-task
  • Ability to work with minimal supervision
  • Proficient in computer software programs e.g. Microsoft Office
  • Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.
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 & BelongingAt 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 UsWe'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.

First West Credit Union