Agent, Cardholder Care (BCGEU)

Vancity • Surrey, BC

1d • Remote

About The Position

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 2,300 diverse individuals, access competitive rewards and benefits, and be part of a greater movement - apply today! As a Cardholder Care Agent, you will leverage your communication skills while engaging with members across telephone, email, and live chat channels. You will manage complex situations, problem solve, and provide personalized advice related to Vancity’s credit card services. This role requires comfort navigating multiple computer systems, processes, and policies while maintaining a quality, member-focused conversation, and is well suited for someone who is service-driven, detail-oriented, and adaptable in a fast-paced environment. This is a Full-time, Permanent role based at our Surrey Contact Centre and will report directly to the Team Manager, Cardholder Care.

Requirements

• A High School Diploma – At a minimum, you have graduated high school and/or equivalent
• Customer Service Experience – At least 1 year of working experience interacting with people and businesses in a professional capacity

Nice To Haves

• Banking or call centre experience would be an asset
• French language skills an asset
• Post-secondary coursework

Responsibilities

• Resolving and handling member contacts including inbound and outbound calls and email in accordance with established service and quality standards
• Achieving established service objectives
• Identifying and assessing member needs to provide appropriate products, services, and referrals
• Applying Vancity service standards, policies, procedures, and controls to meet compliance requirements and mitigate risk
• Leveraging and utilizing technical systems to ensure the service experience is efficient and seamless
• Managing multiple systems, processes, and policies while maintaining a high-quality member conversation

Benefits

• Paid 5 weeks full-time training required
• Competitive rewards and benefits
• Flexible benefit packages that can be tailored annually to meet evolving needs
• 3-4 weeks of vacation per year, with additional days earned over time
• 2 extra stat holidays, plus care days for personal or family illness
• Health and dental benefits begin on your hire date, with three levels of coverage to choose from
• Defined Benefit Pension

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees