Job Description

Description :

Who we are:

Meridian\xe2\x80\x99s dedication to helping Canadians goes beyond banking, it\xe2\x80\x99s about achieving a better life! Thriving communities are essential to the individual well-being of our Members and the overall well-being of Canadians.

At Meridian, we\xe2\x80\x99re committed to providing exceptional banking, services, security, and advice so our Members can get everything they want from their money, and their lives!

Find our story here:

About this role:

The Operations Support Representative will assume responsibility for providing a reliable, central point of contact to enable internal Delivery staff, corporate partners, external contacts such as Solicitors, and Deposit Brokers for all process and product support. The incumbent must be flexible and willing to work extended hours.

The Operations Support Representative will be proactive, forward-thinking, collaborative, resourceful and influential. They are responsible for maintaining high standards of Member service, contributing to quality control and operational efficiency within Operations Support that contribute to a positive Member experience.

What you\xe2\x80\x99ll do:

• Create a consistent and positive experience for our partners and ultimately our Members
• Working knowledge for most products and services to provide branch support
• Respond to inquiries, both via email and phone, from external agencies such as solicitors and deposit brokers
• Work with your team to update internal procedures as processes change and/or improve
• Effectively communicate bottleneck and pain points encountered in day-to-day work; continuously look for ways to do things better
• Ability to work independently, take initiative, and prioritize work
• Support development of all Operations staff by providing training opportunities including on-going cross-training and knowledge transfer
• Research emerging trends / best practices in the industry to determine implications of proposed solutions.
• Maintain a high level of communication within Operations and Delivery to deliver quality and meet service standards.
• Determine appropriate solution to errors or omissions using established policies, including regulatory requirements and appropriately escalate issues as required.
• Leverage ongoing analysis regarding Operations / key performance indicators / metrics to highlight trends and make recommendations that will enhance existing systems, processes and / or products and services.
• Increase the awareness and visibility of team process and policies through periodic communications to internal partners.
• Keep abreast of system changes and/or projects that may have a direct or indirect impact on Operation\xe2\x80\x99s processes, including acting as a Subject Matter Expert on cross-functional teams.
• Maintain and manage productive working relationships with vendors / service providers that can be leveraged to exchange ideas, discuss industry trends, resolve concerns, and drive change. Understand their products / services / tools for accuracy and compliance and promote to stakeholders as appropriate. Ensure process is documented with the end user in mind.
• Keep abreast of regulatory changes assessing the need to create or update existing policy and procedures.

What you can bring to Meridian:

• Minimum 3 years of experience working within the financial services industry.
• Commitment of values and service excellence
• Solid product knowledge in one or more of the following areas and a strong ability to learn all aspects of Operations:

• Lending - mortgages, lines of credit and loans
• Investments \xe2\x80\x93 registered, non-registered and deposit broker investments
• ATM/Clearing
• Experience in providing advice and direction including, but not limited to, branch processes and Meridian products.
• Exceptional relationship and communication skills combined with the ability to make decisions, recommendations and manage difficult situations where influencing and persuasion is required.
• Forward thinking \xe2\x80\x93 capable of assessing impact of decisions on immediate, medium term, and long-term outcomes.
• Ability to define and meet Member service commitments and deadlines.
• Intermediate understanding of rules and regulations relating to Meridian products.
• Knowledge of relevant legal documents and / or processes relating to area of expertise.
• Demonstrated ability and creativity in developing and implementing process improvement initiatives.
• Advanced knowledge in Microsoft Office: Word, Excel, Power Point, Outlook.
• Advanced knowledge of systems and applications \xe2\x80\x93 such as: Service Now, Ovation, ACE, Intellilender.

Experience the difference at Meridian: What\xe2\x80\x99s in it for you?

• Opportunity to work within, create, and drive a culture of growth and innovation.
• Inspire a positive work environment and help champion quality service, innovation, teamwork to assist our Members.
• Learn voraciously, stretch you and your team\xe2\x80\x99s thinking, share your knowledge, and educate others!
• Cultivate winning relationships & building trust
• Share our commitment to productivity, effectiveness, and operational efficiency.
• Be an agent of change, help others to embrace it and watch amazing things happen!
• Help your community through a variety of outreach programs!

Experience the Difference!

Meridian is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Meridian Credit Union.

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Skills : Active Listening: Advanced
Collaboration: Advanced
Critical thinking: Advanced
Customer Focus: Expert
Problem Solving: Advanced
Takes initiative: Advanced

Behaviors : Dedicated: Devoted to a task or purpose with loyalty or integrity
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Team Player: Works well as a member of a group

Meridian Credit Union