Bilingual Member Support Specialist I

This position works in the Member Communication Centre (MCC) / Centre de communication des membres. Reporting to the Manager or Assistant Manager, Member Support, the Member Support Specialist I (MSS I) provides exceptional member service through multiple communication channels, including virtual and telecommunications with efficiency and accuracy. The MSS I actively engages with members to understand their financial needs, offering personalized solutions that support their long-term well-being. By addressing inquiries, resolving concerns, and identifying opportunities to enhance financial confidence, this role fosters strong member relationships while contributing to the organization's success. This role supports Assiniboine Credit Union/ Caisse Assiniboine (ACU)’s commitment to rural and agricultural communities, francophone services, values-based banking and ACU’s triple bottom line accountability to people, planet, and prosperity. Responsibilities: * Proactively develop, retain, and grow member relationships by identifying needs through advice-based conversations and delivering tailored financial solutions that align with both short- and long-term goals across multiple channels and refer quality opportunities to appropriate internal experts or partner channels when outside of scope. * Champion a digital-first mindset by inspiring, educating, and empowering members to embrace digital solutions driving engagement and adoption through proactive self-serve advice. * Consistently apply best practices to deliver efficient, effective, and confidential member interactions aligned with Service Standards and Contact Center KPIs. * Accountable for achieving individual performance targets and collaborates to support team success, actively identifying opportunities and executing strategies to achieve and exceed goals, while collaborating with leaders to continuously refine approaches for success. * Accountable to develop and maintain a working knowledge of ACU and Outlook Financial processes, procedures, and industry trends – including competitor products and strategies—to ensure the consistent, high-quality delivery of sales and service to members. * Responsible to resolve member concerns using effective de-escalation techniques, ensuring empathy, professionalism, and adherence to service standards while appropriately escalating complex matters. * Accountable for identifying and recommending process improvements that enhance efficiency, optimize the member experience, and strengthen internal workflows. * Consistently apply sound judgment and adhere to established credit union procedures, policies on internal control and risk management, when assessing and processing requests within assigned authorities. * Participate in and execute strategic sales, service, marketing and organizational initiatives that strengthen member and community relationships and drive sustainable growth for the credit union. * Demonstrates understanding and commitment of ACU’s commitment to values-based banking, respectful workplace, and Diversity, equity and inclusion. * Always maintain professional confidentiality and privacy. * Responsible for compliance and risk management, through the execution of internal policies and procedures, always maintain ongoing compliance with regulatory and legislative requirements. Successful candidates must be able to work from Monday to Saturday during Member Communication Centre business hours. LOCATION AND WORK ENVIRONMENT This position has a hybrid work arrangement. Qualifications: The competencies for the position would typically be acquired completion of a high school diploma plus a 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. Key Occupational Skills: * Excellent customer/member service focused on understanding needs and providing support * Strong verbal and written communication skills in both French and English; clear and professional * 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 * Works 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 WHO WE ARE? As a Certified B Corporation® and one of Manitoba’s Top Employers (2024), the culture of Assiniboine Credit Union is supportive of the individual while focused on the greater community. You’ll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community. Choosing to work at Assiniboine Credit Union means that you’ll be working for an organization that: * puts people, planet and prosperity first, * values diversity and inclusion, * is committed to serving its urban, rural, agricultural, and Francophone communities, * is focused on social and environmental responsibility, * supports employees through training programs and long-term career development, * offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits. If doing things differently and doing more is part of who you are, join us on a rewarding journey where your personal aspirations and career goals can align. If you are interested in applying for this position, please submit your application by Wednesday, August 26, 2026, at 4:00 pm CDT. We thank everyone who applies, but only candidates selected for an interview will be contacted. We are committed to workforce diversity and actively recruit people with diverse backgrounds, experiences, and perspectives reflecting the community in which we live and work. Applicants may request reasonable accommodation related to the materials and activities used throughout the selection process. #ACU2026

The Member Support Specialist provides exceptional service through multiple channels by addressing financial inquiries and offering personalized solutions. They are responsible for developing member relationships, promoting digital adoption, and ensuring compliance with organizational standards and regulatory requirements.

Candidates must have a high school diploma and 1 to 3 years of experience in a member-focused or financial services environment. Proficiency in both French and English is required, along with strong communication and problem-solving skills.

• Bonuses • Matched pension program • Health benefits • Dental benefits • Training programs • Career development

• Customer servicePreferred
• CommunicationPreferred
• Problem solvingPreferred
• SalesPreferred
• Time managementPreferred
• Attention to detailPreferred
• Data entryPreferred

Identified from the job description. Confirm important requirements above.

• Customer service
• Bilingual
• Financial services
• Communication
• Problem-solving
• Critical thinking
• Multitasking
• Emotional intelligence
• Digital literacy
• Sales
• Conflict resolution
• Time management
• Attention to detail
• Data entry
• Relationship management
• Empathy
• Driving Engagement
• De-escalation Techniques
• Communication Channels
• Professionalism
• Accountability
• Workflow Management
• Bilingual (French/English)
• Service Standards
• Telecommunications
• Internal Controls
• Management
• Certified Dental Technician
• Confidentiality
• Critical Thinking
• Emotional Intelligence
• Financial Services
• Marketing
• Problem Solving
• Key Performance Indicators (KPIs)
• Risk Management
• Microsoft Outlook
• Triple Bottom Line (TBL)
• Typing
• Process Improvement
• Detail Oriented
• Goal-Oriented

• Customer Service & Support
• Finance & Accounting
• Sales
• Administrative
• Member Support Specialist
• Financial Services Representative
• Technical and Medical Sales Professionals (excluding ICT)
• Securities, Commodities, and Financial Services Sales Agents

Minimum education

High school

Minimum experience

2+ years

Posting language

English

Working hours

38 hours per week