Member Experience Specialist

As a credit union, we're different than a bank - and we like it that way.

At connectFirst, we spend our days helping our members achieve their financial aspirations through a community-focused approach to banking that’s true to our co-operative principles. You’re our member, not a number. We’re your neighbours and your partner. Over 80 years ago we started from humble beginnings. Through the years, we’ve grown to become one of Alberta’s leading financial institutions through a desire to connect the dots between your dreams, your goals, your community, and your financial wellness and we echo these desires through our new, consolidated connectFirst brand.

We believe that banking is about more than money - it’s a cornerstone of every vibrant community and that our members should expect us to positively impact the financial success and viability of the communities that we call home. We invest meaningfully in the potential and well-being of our employees, and what matters most to our members. We have honest conversations about real things, as real people. Our members are owners, they have a say in how we operate, they earn dividends on common shares and investment shares, and they have access to an extensive array of financial products and services.

• Our mission: Make money make a difference.
• Our vision: Do what's right for every member.
• Our values: Think big, act local, take charge, and make it easy.

We’re committed to providing remarkable experiences to our members, our communities, and our employees, and we’re proud to be regarded as one of the best:

• Named among Canada’s Most Admired Corporate Cultures by Waterstone Human Capital
• Recipient of Canada’s Best Managed Companies award for 21 consecutive years
• $12.3 billion book of business (Deposits=45%, Loans=43%, Wealth Management=10%, Syndicated Loans=2%)
• 750 employees
• $585 million in Member's equity

If you are passionate about your community, adore making an impact, thrive in a fast-paced environment and want to make a difference, then we are looking for you! When you join our team, you are joining a team with big ideas, and a commitment to doing what is right. We work as one connected team, and value thinking big, acting local, taking charge, and making things easy.

Quotes from existing members of this team:

“I love being at the forefront of discovering and solving issues. I like working more closely with people from all over the organization and helping, supporting and teaching. I feel like what I do really makes a difference.”

“You can expect in this role to build great relationships with members and fellow employees in multiple departments, while facing challenges head on. This is a fast-paced role where duties can change day to day from helping our members to sharing your knowledge with your peers.”

Key Accountabilities:

• Provides exceptional member service that builds trust through responsive service and support to deliver what is right for every member, while balancing the interests of the credit union.
• Processes a variety of non-cash member service transactions including payments, account updates, balances, credit card advances, calculations of foreign and domestic exchanges, electronic funds transfers, and account closures.
• Pursues and generates sales referrals by proactively promoting connectFirst products and services to members and potential members by analyzing their needs, clearly explaining potential solutions and the benefits to the member, recording all referrals, and forwarding to the appropriate internal personnel.
• Builds trust with members, resolves routine problems with member accounts and refers complex questions to the appropriate internal personnel.
• Applies policies and procedures in daily activities to meet safety, legal and privacy requirements.
• Accountable for area security and internal security audits.
• Educates and demonstrates to members how to use other service delivery channels such as digital and self-serve with the goal of making it easy.
• Provides support to other branch and department team members, such as making outgoing calls to members, composing routine member correspondence and reports, completing compliance and/or audit activities, etc.
• Maintains up-to-date knowledge of all credit union products and services in order to foster business development through service excellence and product knowledge.
• Promotes and participates in branch campaigns and initiatives.

Experience and Education

• 2 - 3 years' experience in a customer service or sales.
• Experience in retail banking.
• Demonstrated achievement of sales or referrals.
• Grade 12 diploma or equivalent.
• Post secondary education in a business-related field is an asset.
• An equivalent combination of education and experience may also be considered.

Skills and Competencies

• Strong computer skills; able to pick up and navigate new and existing programs related to the job quickly.
• Excellent communication skills with a warm, clear, confident approach; both written and verbal.
• Ability to problem solve, organize and multi-task.
• Good customer service orientation with the ability to quickly build rapport with members over the phone and using digital channels.
• Ability to remain calm and composed, solve problems, find answers, and understand complex systems.
• Attention to detail.
• Aptitude for numbers, with fast and accurate data entry skills.
• Good financial literacy.
• Good investigative skills for uncovering member needs.

Qualified applicants are invited to apply online.

We thank all applicants for their interest. Please note applications will only be accepted online and only those applicants under consideration will be contacted.

To apply, please visit https://www.ConnectFirstCU.com/Careers