About the role

Member Support Specialist delivering personalized financial solutions through virtual and telecommunications channels for Manitoba’s values-based credit union. Resolving concerns, encouraging digital adoption, and growing member relationships across diverse communities.

Responsibilities

Provide exceptional member service through virtual and telecommunications channels with efficiency and accuracy
Engage members to understand financial needs and offer personalized solutions supporting short- and long-term goals
Develop, retain, and grow member relationships through advice-based conversations and tailored financial solutions
Refer quality opportunities to appropriate internal experts or partner channels when outside scope
Inspire, educate, and empower members to adopt digital and self-serve solutions
Deliver efficient, effective, and confidential member interactions aligned with service standards and Contact Center KPIs
Achieve individual performance targets and collaborate to support team success
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 adhering to credit union procedures, internal controls, and risk management policies
Participate in strategic sales, service, marketing, and organizational initiatives
Maintain confidentiality and privacy
Execute internal policies and procedures and maintain compliance with regulatory and legislative requirements

Completion of a high school diploma
Minimum 1 year of demonstrated experience in a member-focused, goal-oriented environment, preferably within financial services
A combination of relevant experience and education will be considered
Strong verbal and written communication skills; clear and professional
Emotional intelligence to adapt style, show empathy, and manage interactions effectively
Results-driven with ability to meet or exceed goals
Excellent customer/member service focused on understanding needs and providing support
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