Job Description

At Coast Capital, we\xe2\x80\x99re not dreaming about a better future, we\xe2\x80\x99re building one.As a member-owned cooperative, we\xe2\x80\x99re helping our members with their real goals and real challenges so they can live the real life they want. It\xe2\x80\x99s what we\xe2\x80\x99ve been doing for over 80 years, and it\xe2\x80\x99s why today we stand almost 600,000 members strong. Plus, we invest 10% of our budgeted profits back into our community \xe2\x80\x93 almost $90 million since 2000 alone \xe2\x80\x93 because when our members do well, we believe our communities should do well too.Manager, Banking Advice CentreJul 17, 2024Location(s): Help HeadquartersJob Type: Full TimemyWork Options: In-person, HybridStarting Salary Range: $80,800-$95,000Background Screening Requirement:

• Enhanced Criminal Record Check
• Credit Check
• Identity Verification
• Employment Verification
• References

What\'s the job?As the Manager of the Banking Advice Centre, your role is to ensure the smooth operation of the multi-channel contact centre by guiding the Financial Services Team to assist members in achieving their life goals. Your responsibilities include leading your team to provide trusted advice and superior service across voice, email, and social channels. Moreover, you are tasked with driving sales, growth, profitability, efficiency, and member satisfaction, not just for your own team but also in support of the entire Financial Services Team within the contact centre.By directing the Member Banking Specialists, you play a pivotal role in meeting corporate objectives for business growth, sales, and distribution by strengthening member relationships through comprehensive retail banking support. Alongside other Contact Centre managers, you further the operation of the contact centre by overseeing real-time management, productivity, quality, and attendance. As a leader, you coach and mentor your team to achieve both the business\'s goals and their personal career aspirations, setting an example through your actions. Given that the Contact Centre operates seven days a week for 12 hours each day, your schedule is flexible, allowing you to work various shifts at Coast Capital\'s Help Headquarters in Surrey, BC, as well as remotely from home.What you\'ll get to do:

• In conjunction with the other Contact Centre Managers, be actively involved in the community to foster the image and reputation of Coast Capital
• Demonstrate commitment by actively contributing support and participation in new corporate initiatives
• Maintain effective Human Resources practices within the Team
• Provide a work environment (virtual and/or on premise) that is supportive of the productivity and morale of staff
• Effectively manage performance of the team by conducting coaching sessions, performance evaluations, goal setting, career counseling, training, development, hiring, promotions, salary adjustments, transfers and disciplinary measures
• Dynamically and visibly lead the Financial Services team virtually or on premise
• Manage within approved FTE complement
• Effectively manage controllable expenses
• Assist with the development of contact centre business plans, operating plans and budgets
• Consistently achieve and strive to exceed mutually agreed-upon operational and financial objectives for the Financial Services Team
• Manage Contact Centre operations in absence of other Contact Centre Managers
• Manage the relationship building process to ensure a consistent image in service delivery both externally to attract new customers and internally to retain and build on previously established relationships
• Fulfillment and distribution initiatives to achieve Team and Corporate targets such as customer satisfaction and growth objectives
• Manage the delivery of high quality customer service
• Effectively coach staff within the team, market all credit union products and services to existing and perspective customers where appropriate on a consultative basis in order to achieve business unit sales targets (banking, insurance, wealth management, and other subsidiaries)

Who are we looking for?

• A minimum of 4-6 years of experience on a financial services team with varying experience that includes but is not limited to retail banking. Demonstrated leadership aptitude. Knowledge of contact centre operational practices.
• Mutual Funds License desired. Completion of post-secondary education, preferably a University Degree in a related discipline is preferred. Alternatively, varying combinations of education and experience will be considered.
• Proficient knowledge in all relevant technology banking, contact centre systems. Demonstrated ability to trouble-shoot systems issues.
• Intermediate knowledge of applicable word-processing and spreadsheet programs
• Solid knowledge of all Coast Capital products and services
• Demonstrated consultative sales skills
• Ability to effectively motivate and supervise employees in a remote and on premise environment
• Ability to effectively multi-task and prioritize
• Strong organizational skills
• Ability to communicate well verbally and in writing
• Ability to deal effectively and promptly with customer complaints

Equity, Diversity & Inclusion at Coast CapitalDon\'t meet every single requirement? At Coast Capital, we believe everyone has potential. We are committed to for everyone - including our employees. We see the potential in our employees to achieve amazing things and want to invest in your future. If you\'re excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this or other opportunities at Coast Capital.At Coast Capital, we are committed to equity, diversity and inclusion. We strongly encourage applications from Indigenous Peoples, Black, and racialized persons, persons with disabilities, people of diverse sexual and gender identities and women. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences and expertise benefit of our employees, our members, and our community.We strive to provide an accessible candidate experience for our candidates with different abilities. If you require any accommodations, please contact or call 778-391-5836. We will work with you to meet your needs.Why join Coast Capital Savings?

• Purpose is our North Star. We look at everything through our purpose. It informs the advice we provide our members, the experiences and products we create, and the programs we build to support our employees and communities.
• Committed to inclusion and engagement. We have an ongoing focus on equity, diversity, and inclusion and routinely track how we\xe2\x80\x99re doing, and what we need to do to keep improving. We foster a culture where everyone can feel safe to be who they really are and thrive.
• A career that grows with you. We believe in developing our people and promoting from within. Many employees have spent decades, and sometimes their entire careers, with Coast Capital and have progressed from the frontlines to senior leadership.
• Work where you\xe2\x80\x99re most effective. In 2020 the world changed, and that includes how we work. In response to COVID-19 we launched myWork, which gives employees flexibility in where they work based on the nature of their role.
• Benefits that flex to the needs of you and your family. We offer comprehensive, customizable benefits for you and your family, so you can choose what fits best for you and your lifestyle.
• Retirement options. We also take care of our employees once they retire. That\xe2\x80\x99s why we offer the choice of a defined contribution or defined benefit pension plan or RSP\xe2\x80\x99s.
• Mortgage and auto financing benefits. Employees save thousands on their mortgages and auto loans with best-in-category benefits.
• Real Recognition. We recognize excellence throughout the year, through an online community that lets employees give kudos and thanks throughout the year. We\xe2\x80\x99re human, which means we like to have fun with events, celebrations, and recognition throughout the year.
• An award winning culture. We\xe2\x80\x99re a Platinum member of Canada\xe2\x80\x99s Best Managed Companies and are regularly recognized by Canada\xe2\x80\x99s Most Admired Corporate Cultures and the BC Top Employers Awards.
• We reinvest 10% back into the community. When we do well, our communities do well. That\xe2\x80\x99s why since 2000 we\xe2\x80\x99ve invested over $90 million into our member\xe2\x80\x99s communities.
• Double your impact. Through our employee volunteer program, Coast Capital donates $10 for every hour you volunteer to a Canadian charity or non-profit of your choice.

D&I at CoastAt Coast Capital, we value diversity, equity and inclusion. We\xe2\x80\x99re not all the same and we like it that way. We don\xe2\x80\x99t just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Coast Capital Savings