Member Support Specialist (Langley Collaboration Centre)

We are currently seeking a Member Support Specialist to join our team.

The Member Support Specialist role supports member facing, non-sales functions within the Member Advice Centre. This role provides exceptional member service over the phone, through email, and in-person as the first point of contact in our regional offices. Please note: The Member Advice Centre is open extended hours Monday - Friday 8:00am - 8:00pm, Saturdays 8:30am - 4:00pm, and Sundays 11am - 3:00pm. MAC requires a variety of work schedules to best serve our members and support our team.

Here's what would be included as a part of your typical day

1. Member Service: Responds promptly to incoming calls, determines caller needs, responds to inquiries, supports members with instructions on e-transfer issues and conducts general transactions in a professional manner. Utilizes the ICE telephone system and provides regional cross support on reception queue calls for members across First West. Approaches each call with the goal of "First Contact Resolution".
2. Fraud Alert System: Works closely with Corporate Security to effectively manage the high volume of Fraud Alerts across all First West branches and resulting member communications and documentation. Follows the Member Verification procedure to minimize credit union risk exposure.
3. Sales Campaign support: Supports marketing campaign efforts by entering leads and prospects into ACE using marketing approved hashtags. Assigns leads to applicable team within MAC or branch for further action. May provide ad hoc reporting and feedback on campaign results.
4. Lobby management: Greets visitors, couriers, and staff in a friendly, business-like manner, determines their needs, and refers visitors to the appropriate division/employee. Maintains and tracks parking and security passes and temporary passes to staff and outside contractors, as required. Ensures that the reception area is always covered during business hours, as well as maintains the professional appearance of the reception area. Ensures security is maintained; controls and restricts unauthorized personnel from entering the restricted area until met by the designated staff member or divisional secretary/assistant. Maintains established procedures with respect to confidentiality, negotiable items, security documentation, equipment, and surroundings to meet safety, legal and procedural requirements.
5. Inbound MAC queue coverage: May provide inbound call support on the MAC banking and email queues dependent on volume. The Member Support Specialist will work with their performance leader to build skills and experience required to complete general banking and fulfillment requests, as this is the stepping stone for Member Solutions Advisor role.

Required Skills, Experience & Qualifications

• High School Diploma or equivalent
• Must complete the internal First West certification program specific to this role within the required timeframe
• 2 year of customer service & office experience required, or equivalent
• Financial services, call centre, or customer support over the phone experience preferred
• Strong interpersonal skills and ability to build relationships with members, employees, and vendors
• Demonstrated effective time management and organization skills with the ability to multi-task
• Ability to work with minimal supervision
• Proficient in computer software programs e.g. Microsoft Office
• Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.