Member Experience Officer (BCGEU) - False Creek

Vancity • Vancouver, BC

5d • Onsite

About The Position

The Member Experience Officer (MEO) will be fluent in digital tools, and guide members to deepen their awareness and ability to use Vancity’s digital services, and to promote adoption of these alternate channels. The MEO is fully functional in the traditional FSR sense and is also capable of administering some Account Manager functions. The MEO will conduct basic member interviews to understand debts, expenses, and income streams, along with early financial planning advice. Addressing the gap in our operating model for channel fluidity and flexibility of our queue-serving staff, the MEO will toggle between in-branch line-up, MSC/telephone queues and member walk-ins/appointments to administer duties as outlined above. This is a Full-time, Permanent position located at False Creek Community Branch (Branch 76) and reports directly to the Assistant Branch Manager.

Requirements

• High School Diploma – General
• Skills: Cash Handling, Customer Service, Relationship Building, Digitally Capable

Nice To Haves

• Post Secondary Education/Diploma preferred
• Experience in Financial Services Representative role is preferred, any service sector experience beneficial

Responsibilities

• Perform member transactions in-branch and through call center channels, leveraging multiple systems, accurately and efficiently to provide a positive member experience
• Effectively prioritize what channel members across the organization most need to be served in (keeping service standard more even between calls, in-person line-up and financial advice appointments)
• Onboard members to digital services/channels. Perform demonstrations of digital account opening and related product opening and accessing
• Gather complete member information to both improve organizational data quality and improve our ability to communicate with and market to members digitally
• Conduct basic Account Manager activities such as cashflow interviews, PAP and payroll set-ups, account openings, registered account set-ups, and onboarding credit
• Uncover opportunities to refer to, and become excellent promoters of, other lines of business, they must therefore be the organization’s strongest loggers of member insights in CRM and referrals to other roles across lines of business
• Be constantly cycling the members through our business development framework offering the next-best-product and next-best-service for the member’s current situation and circumstances

Benefits

• Competitive rewards and benefits
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED