Member Services Representative - Part Time

Meridian Credit Union•London, ON

1d•$45,000 - $60,400•Onsite

About The Position

As a Member Experiences Representative, you will be joining a team of highly engaged financial service professionals who are dedicated to providing an exceptional Member Experience. In this role, we will rely on you to attend to our Members with excellence, patience, and empathy, while positioning Meridian’s products and services to add value to our Members' financial well-being. With your growth mindset, you are adaptive, resilient, resourceful, and creative, seeking and receptive to feedback to continuously improve and learn from successes and mistakes. As part of our collaborative team, you are highly engaged and communicate thoughts and ideas in a respectful environment. We value diversity of thoughts and promote inclusion. As you take initiative and accountability, you are joining a team that provides autonomy to get things done and will be accountable for a variety of support functions within the branch. Must have a passion for Member Experience, ensuring that Meridian maintains its tradition of exceeding Member expectations and “Bringing the Member Experience to life”. The Member Experience Representative will work alongside and align financial strategies and activities to support Meridian’s internal business partners – Wealth, Small Business, Mobile Mortgage Specialists to ensure value-added delivery of Member-centric products/solutions.

Requirements

Flexible to work all scheduled hours which include evenings and weekends.
Strong knowledge of computer systems.
Ability to make decisions, act decisively and provide friendly and personable service.
Strong negotiation, interpersonal, written and oral communications skills.
Must be able to mitigate and resolve Member Concerns.
Effective organizational time management, and problem-solving skills.
Ability to grasp concepts and processes quickly.
Demonstrated ability to partner and influence.
Embraces virtual technology platforms for use with both Member and Meridian partners.
Ability to collaborate with leadership to develop plans and recommendations that support the achievement of Meridian’s strategic objectives.
Proven track record of bringing new ideas forward, while staying on top of trends in the market place.
Member Experience focused, with the enthusiasm and tenacity to motivate self to meet and exceed goals and provide the right solutions.
Member Focus - Personally demonstrating that our Members are our highest priority.
Proactive - Seize the initiative by anticipating needs and identifying opportunities to provide a higher level of service.
Open Communication - Engaging in honest and transparent dialogue to develop mutual understanding, trust and cultivate deeper relationships.
Business Savvy - Continuously acquiring the knowledge needed to do one’s job to the fullest, using internal or external resources and applying the knowledge productively.
Partner Orientation - Initiates opportunities for collaboration and maintains productive relationships to achieve shared goals.
Integrity - Doing the right thing by always acting with openness, honesty and respect.
Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working.
Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.

Nice To Haves

Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset.
Talent Developer: nurtures and supports direct reports, identifies strong team members, develops digital and analytical skills in direct reports.
Creates a Supportive and Positive Team Environment: creates and contributes to a positive team environment which encourages innovation, risk taking, and learning; speeds up team learning through sharing best practices; leverages the strengths and opportunities of the broader marketing team.
Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience.

Responsibilities

Attend to Members with excellence, patience, and empathy.
Position Meridian’s products and services to add value to Members' financial well-being.
Align financial strategies and activities to support Meridian’s internal business partners (Wealth, Small Business, Mobile Mortgage Specialists).
Ensure value-added delivery of Member-centric products/solutions.
Serve Members with excellence.
Demonstrate patience in difficult situations.
Show empathy to Members’ perspectives.
Understand how Meridian’s products and services can add value to Members.
Provide a superior Member experience through the identification and promotion of products and services.
Provide qualified referrals based on needs identified through proactive probing.
Ensure proper due diligence by posting all transactions accurately and timely.
Take responsibility to ensure accuracy and completeness of all work.
Maintain discretion and confidentiality to respect Members’ privacy.
Identify and fulfill Member requests and identify opportunities to grow the relationship.
Demonstrate excellent listening and strong consultative skills.
Remove systemic barriers to exceptional Member Experience.
Embrace virtual technology platforms and leverage them to engage in impactful communication with Members.
Identify and contribute to the continuous enhancement of the Member Experience while leveraging Voice of Employee.
Resolve Member Concerns and create action plans to avoid escalation in the future.
Execute Retail strategies to ensure continued momentum across Meridian, including Omni Channel integration.
Champion and implement corporate strategies and programs for the branch.
Participate in the development and implementation of branch business plans.
Participate and execute with the team our Community engagement plan.
Promote Meridian Credit Union in the community by participating in and being involved in community activities or events while demonstrating Company Values.
Support local community organizations and activities through Business Development and Good Neighbour Program.
Plan, prepare, and deliver Meridian-hosted Community events.

Benefits

Paid vacation time, and other time off
Employer-paid health benefits
Defined contribution pension matching
Financial benefits including free banking, and special rates on mortgages, lines of credits and more
Tuition reimbursement program
Unique rewards and recognition program

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