Virtual Relationship Manager (Hybrid)

Prospera Credit Union•Surrey, BC

21h•CA$54,000 - CA$67,500•Hybrid

About The Position

Prospera is committed to creating meaningful local impact while offering our members more ways to manage everyday banking, grow their wealth, and receive personalized support to achieve their financial goals. With more than 80 years of service, Prospera is part of the Coast Capital Savings Federal Credit Union family of brands, providing a full range of financial products and services across British Columbia. This role will support a 6-day (M-S), extended hours operation with rotational shift patterns in a hybrid working environment with a weekly in-office working day once probation is completed and targets are met. Prior to this, the role will be based in the corporate office.

Requirements

At least 3+ years in a financial services environment with at least one year in an advisory capacity.
Exposure to lending and investment products, identifying member needs, and providing financial advice.
Experience working in a multi-channel contact center environment including phone, email and chat preferred.
Licensed to sell mutual funds or willing to be licensed within 6 months.
CUIC 210 Consumer and Residential lending or equivalent internal training to be completed within 12 months.
CUIC 240 Elements of Personal financial planning to be completed within 24 months.
Experience in a professional advisory and sales environment.
Strong financial acumen, and knowledge of financial products and service.
Intermediate to advanced understanding of retail lending including unsecured and mortgage secured lending underwriting and application processes.
Proven ability to deliver sound advice in a range of moderately complex member situations.
Excellent active listening skills verbal communication skills capable of conveying complex information clearly.

Nice To Haves

Contact center experience considered a strong asset.

Responsibilities

Provide comprehensive financial guidance to members, encompassing lending options, investment opportunities and personalized financial health checks.
Facilitate virtual appointments to offer convenience and accessibility, ensuring members receive expert advice without the need for in person visits.
Manage both inbound and outbound calls effectively, addressing member inquiries promptly and escalating complex issues outside of their scope to the appropriate channels.
Act as a role model and leader in the best practices of outbound calling, utilizing outbound calling techniques to ensure efficient and effective member outreach.
As part of the lending application process, engage members in insurance coverage and provide options through CUMIS to meet member needs while also leveraging referrals to the insurance specialist.
Execute holistic advice based financial strategies by fulfilling members complex lending, investment, protection and day to day banking needs.
Onboard new wealth members, provide advice regarding suitability of various investments, process trades, and conduct KYCs. Refer to guided portfolios and wealth partners as appropriate.
Prepare loan documents and approve loans within designated lending authority, referring larger loans and exceptions to management or corporate approvals with sound rationale.
Support members by answering questions related to personal borrowing needs such as product details, payment inquiries and changes such as payment alterations, loan and mortgage payment skips, and loan and mortgage pay outs.
Provide back up support for day-to-day banking inquiries from members, answering questions about their transaction history, account packages or service charge inquiries and posts noncash transactions.
Provide online and mobile banking support to members including providing virtual walk throughs, educating on self-serve options, and providing basic technical support.