Member Experience Officer
About The Position
As a Member Experience Officer (MEO), you will play a key frontline role in delivering high-quality, relationship-based service to members across in-branch, phone, and digital channels. You will support everyday banking needs, guide members in using Vancity’s digital tools, conduct foundational financial conversations, and complete select Account Manager activities. This role is ideal for someone who is service-oriented, digitally capable, and motivated by helping members build confidence in their financial decisions. This is a Full-time, Permanent role based in Vancouver and will report directly to the Assistant Branch Manager.
Requirements
- High School Diploma (General)
- 1–2 years of experience in a Financial Services Representative role or comparable customer-facing service environment
- Experience handling cash and processing financial transactions
- Demonstrated customer service and relationship-building skills
- Strong digital literacy with comfort navigating multiple systems and tool
- Experience supporting Indigenous members or communities.
Nice To Haves
- Post-secondary education or diploma preferred
- Committed to reconciliation – You identify as Indigenous or are a dedicated ally motivated by advancing Indigenous prosperity.
- A problem solver – You have an analytical mind and can multi-task to come up with solutions.
- A great communicator – You find it easy to get to know others and have great conversations.
- Ready for a challenge – You have a positive attitude and are able to work in a fast-paced changing environment.
- A strong relationship builder – You find it easy to get to know others and build trust.
Responsibilities
- Supporting a culturally respectful, high-touch service experience aligned with local Indigenous values.
- Performing member transactions in-branch and through call centre channels accurately and efficiently
- Prioritizing service across in-person line-ups, phone queues, and scheduled appointments
- Onboarding members to digital services and demonstrating digital account and product access
- Gathering complete and accurate member information to improve data quality and digital engagement
- Conducting basic Account Manager activities including cashflow interviews, PAP and payroll set-ups, and account openings
- Supporting registered product set-ups and onboarding credit within defined scope
- Identifying opportunities for referrals and logging high-quality member insights in CRM
- Promoting next-best-product and next-best-service recommendations aligned to member needs
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
