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.
AU
Member Support Specialist I, Member Communication Centre
Posted 2 days ago
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
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
Benefits
- Bonuses
- Matched pension program
- Health and dental benefits
- Training programs
- Long-term career development
- Supportive workplace culture
- Workforce diversity and inclusion
- Reasonable accommodation during the selection process
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