Role Details:

• Must be available 7 days a week, including overnights

• Work from home (remote)

• Paid 5 weeks full-time training required

Our Story & Purpose:

We’re Vancity, a member-owned credit union built on the principles of inclusion and social justice. Since 1946, our relentless commitment to these values has helped us challenge the status quo and break down barriers. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,300 diverse individuals, access competitive rewards and benefits, and be part of a greater movement - apply today!

Your Role in Supporting Our Members:

As a Cardholder Care Agent, you will leverage your communication skills while engaging with members across telephone, email, and live chat channels. You will manage complex situations, problem solve, and provide personalized advice related to Vancity’s credit card services. This role requires comfort navigating multiple computer systems, processes, and policies while maintaining a quality, member-focused conversation, and is well suited for someone who is service-driven, detail-oriented, and adaptable in a fast-paced environment

This is a Full-time, Permanent role based at our Surrey Contact Centre and will report directly to the Team Manager, Cardholder Care.

How You'll Make an Impact:

• Resolving and handling member contacts including inbound and outbound calls and email in accordance with established service and quality standards
• Achieving established service objectives
• Identifying and assessing member needs to provide appropriate products, services, and referrals
• Applying Vancity service standards, policies, procedures, and controls to meet compliance requirements and mitigate risk
• Leveraging and utilizing technical systems to ensure the service experience is efficient and seamless
• Managing multiple systems, processes, and policies while maintaining a high-quality member conversation

What You’ll Bring to the Team:

• A High School Diploma – At a minimum, you have graduated high school and/or equivalent
• Customer Service Experience – At least 1 year of working experience interacting with people and businesses in a professional capacity

Extra Skills That Set You Apart:

• Banking or call centre experience would be an asset
• French language skills an asset
• Post-secondary coursework

You’ll Thrive Here If You Are:

• A problem solver – You have an analytical mind and can multi-task to come up with solutions.
• Tech-savvy – People often say you’re a quick learner and great with technology & systems.
• A great communicator – You have excellent interpersonal and communications skills.
• Ready for a challenge – You have a positive attitude and can work in a fast-paced changing environment.

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

What You’ll Earn:

This role offers a starting hourly rate of $27.21 as per the collective agreement. The base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

Why You’ll Love Working Here:

A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

• Living Wage Employer: We’re the largest private-sector Living Wage Employer in Canada and consistently ranked among Canada’s Top Employers.

• Customizable Benefits: Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.

• Generous Vacation: New employees start with 3-4 weeks of vacation per year, with additional days earned over time.

• Extra Stat Holidays: In addition to BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness.

• Immediate Health Coverage: Health and dental benefits begin on your hire date, with three levels of coverage to choose from.

• Defined Benefit Pension: Our retirement plan provides a guaranteed income for life, recognizing that retirement looks different for everyone.

Vancity Talent Programs:

Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous, Black, or Trans. With special permission from the BC Human Rights Commissioner, this initiative provides access to career development opportunities, prioritized job screening, and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative, in line with the BC Personal Information Protection Act (PIPA). For details, please see our dedicated Talent Programs job posting.

At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.

We are also committed to an inclusive, barrier-free and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage), we encourage you to let us know by contacting our Talent Acquisition team at recruitment@vancity.com. We’re here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality, so you can participate fully in the process.