About the role

Bilingual member support specialist serving Assiniboine Credit Union members through personalized financial guidance and multiple communication channels. Promoting digital banking, resolving concerns, and supporting sustainable community-focused growth.

Responsibilities

Develop, retain, and grow member relationships through advice-based conversations and tailored financial solutions across multiple channels
Refer quality opportunities to appropriate internal experts or partner channels when outside of scope
Promote digital solutions and proactive self-serve advice to drive member engagement and adoption
Deliver efficient, effective, and confidential member interactions aligned with service standards and contact center KPIs
Achieve individual performance targets and collaborate with the team to meet or exceed goals
Maintain working knowledge of ACU and Outlook Financial processes, procedures, industry trends, competitor products, and strategies
Resolve member concerns using de-escalation techniques and escalate complex matters appropriately
Identify and recommend process improvements to enhance efficiency, member experience, and internal workflows
Assess and process requests within assigned authorities while following credit union procedures, internal controls, and risk management policies
Participate in strategic sales, service, marketing, and organizational initiatives supporting member and community relationships and sustainable growth
Maintain confidentiality and privacy
Execute internal policies and procedures to ensure compliance with regulatory and legislative requirements
Work Monday to Saturday during Member Communication Centre business hours

High school diploma
Minimum 1 year to 3 years of demonstrated experience in a member-focused, goal-oriented environment, preferably within financial services
A combination of relevant experience and education will be considered
Excellent customer/member service focused on understanding needs and providing support
Strong verbal and written communication skills in both French and English
Emotional intelligence to adapt style, show empathy, and manage interactions effectively
Results-driven with ability to meet or exceed goals
Strong problem-solving and critical thinking skills
Ability to work independently with strong self-management
Efficient multitasking in fast-paced environments with attention to detail
Proficient with computers and multiple software/communication tools
Above-average typing speed and accuracy for efficient documentation
Ability to work Monday to Saturday during Member Communication Centre business hours
Commitment to confidentiality, privacy, compliance, and risk management