Job Description

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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 * 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 \xe2\x80\x9cFirst Contact Resolution\xe2\x80\x9d.

• 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.
• 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.
• 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.
• 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.

Why work for us?

We offer a total rewards package that recognizes the meaningful work you do to support our members and our communities, which includes:

• A competitive base salary plus performance-based incentive compensation
• Annual merit pay increases
• Flexible benefits as well as support for retirement benefits
• Vacation time, a flexible \xe2\x80\x9cDay4U\xe2\x80\x9d and the option to purchase up to five additional vacation days
• Other financial perks such as our Employee Banking Advantages which includes waived or reduced financial service fees, reduced rates on personal loans, mortgages and no-interest loans on lifestyle-related items that promote health, wellness, learning and business aptitude

In addition, you can enjoy socially conscious perks, like three paid days off every year, to volunteer for causes you care about.

What\'s your place in the First West story? Apply now and let\'s find out together!

First West regrets that only candidates selected for an interview will be contacted.

Diversity & Inclusion:

First West Credit Union is committed to diversity and inclusion. Our goal is to create an inclusive, accessible environment for our candidates and employees that reflects the communities in which operate. If you require an accommodation for the recruitment or interview process (including alternate formats of materials, accessible meeting rooms or other types of accommodation), please let us know and we will work with you to meet your needs.

About Us:

If you believe in the same things we do, let\'s talk.

We\'re a financial cooperative that does things differently. That means we create innovative yet simple solutions to help people achieve their financial dreams and life goals. We make a difference by helping to build healthy communities. Our work environments will accelerate your personal and professional growth inspiring you to lead with courage. We strive to be an employer of choice in Canada, not just for what we do, but how we do it.

Exceed the limits of what you thought was possible and bring out your full potential. Inspire yourself with purpose and create new possibilities- for your future, for the lives of others and for the communities you\'re part of.

First West Credit Union