The Member Experience Manager is responsible for effective member relationship management and font-line branch operations. The emphasis for this role is on fostering a professional and collaborative work environment that is conducive to individual development, team achievement, and the credit union’s success.

KEY AREAS OF RESPONSIBILITY:

Member Experience

• Creates a positive first impression and model exceptional service delivery at every member interaction
• Processes and resolves escalated member inquiries and issues promptly, including escalating issues as required and act as the point of contact for resolution
• Executes programs that will contribute to the growth and development of the credit union with support of Branch Manager in collaboration with the Administration Office

Leadership

• Mobilizes and encourage the team to deliver what is right for every member, while also balancing the interest of BVCU
• Coaches the Member Experience Team to identify product gaps and make appropriate referrals
• Creates a network of enthusiastic team members, encouraging and supporting continuous learning, role-appropriate initiatives, and supporting service excellence for all BVCU products/services and 3rd party offerings through coaching and mentorship
• Accountable for the initial and on-going training and coaching of front-line team, for products, programs, policies, and procedures through both formal and informal training opportunities to continuously advance the skillset for the frontline team
• Collaborates with Branch Manager and Human Resources for all hiring, performance management, and training/development

Branch Operations & Controls

• Maintains control of all aspects of the front of the branch, including compliance, expenses and income streams by remaining current on regulations, legislation, as well as BVCU’s policies and procedures
• Ensures that Member Experience Team adheres to BVCU policies, processes, and procedures for all daily, monthly, quarterly, and annual duties and operations, offering assistance and training as required
• Manages full life cycle of Estate files
• Supports the overall operations of the branch, including effective management of frontline team members, equipment, and facilities, including opening and closuring procedures, and alarms
• Acts as Branch Officer for BVCU’s anti-money laundering compliance regime
• Conducts full-cycle auditing and reporting and ensures recommendations of Internal Audit are carried out in a timely fashion
• Works with Internal Audit and the Administration Office to improve internal controls
• Provides technical direction to the branch and resolves complex problems and issues, including conflict management

CORE EFFECTIVENESS SKILLS:

• Strong effective communication skills; both written and verbal
• High level of computer literacy, with the ability to learn and teach computer software critical to operations
• Good critical thinking, problem solving, analytical, organizational, and multi-tasking skills, particularly focused on risk mitigation
• Strong leadership skills including responsible for monitoring and supervising changes to business processes, and systems
• Strong attention to detail and aptitude for numbers

EDUCATION & QUALIFICATIONS:

• Post-Secondary degree in Finance or Business Administration (or related studies)
• 3 - 5 years’ experience in a leadership role
• Proven sales experience with an aptitude to work directly with members
• Comprehensive understanding of credit union operations, philosophies and principles, products and services would be considered an asset
• Must be self-directed with the ability to work independently and in a collaborative team setting
• Comfortable working in complex situations, dealing positively with conflict, and supporting others to resolve differences
• Committed to continuous learning and demonstrated ability to provide effective coaching and leadership
• Strong knowledge of credit union operations, philosophies, principles, regulations, policies, procedures, products, and services as well as working knowledge of the Credit Union Banking System

THE FINE PRINT:

• This position is on-site
• Working Hours: Monday – Friday 8:45 am to 5:15 pm
• Must be bondable and have legal authorization to work in Canada on a full-time basis for anyone other than current employer

APPLYING WITH BVCU:

BVCU is strongly rooted in the communities we serve and have built considerable success by delivering exceptional service and products to our members to help built a strong financial future. We take great pride in the communities and are committed to helping them thrive. Total compensation includes vacation, RRSP program, and benefits, including an HSA.

At BVCU, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, and all other characteristic protected by law. We believe that diversity and inclusion is critical to our success, and we seek to recruit, develop, and retain our talent from a diverse candidate pool. The credit union reserves the right to change job accountabilities and responsibilities as business needs dictate.

BVCU thanks you for your application, but we will only be contacting successful applicants. Online applications only.