Member Experience Officer (BCGEU) - Downtown

Our Story & Purpose:

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 2,700 diverse individuals, access competitive rewards and benefits, and be part of a greater movement - apply today!

Your Role in Supporting Our Members:

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 Downtown Community Branch (Branch 10) and reports directly to the Assistant Branch Manager.

How You'll Make an Impact:

• 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