Member Solutions Advisor (Hybrid)

First West Credit Union · Langley

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We are currently seeking a Member Solutions Advisor to join our team. This is a hybrid role with the opportunity to work out of one of our offices in Duncan, Kelowna, Langley, Penticton or Victoria BC.

The Member Solutions Advisor works within our Member Advice Centre which is a dynamic contact center environment serving as the primary point of contact for current and prospective members through inbound and outbound phone, email, and live chat interactions. This role is responsible for delivering exceptional service by actively assessing member needs and life stage, providing tailored financial solutions, and connecting members with the appropriate advisor for specialized support. As the first line of support for inquiries, the Member Solutions Advisor plays a key role in ensuring a seamless, positive experience for every member.

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

1. Member Service:  Builds strong relationships with current and potential members; identifies member life stage cycle and provides financial advice to members or refers to appropriate advisor; works in partnership with the branch network in providing back up support for inbound calls.
2. Member Transactions: Processes a full range of member transactions including, but not limited to: opening personal or business accounts, debit/credit cards, deposits, overdraft protection, lines of credit, personal and/or investment loans (within assigned limits), and related insurance products.
3. Goals: Supports achievement of annual team and individual goals and objectives through proactive promotion of Tru Cooperative Bank (Tru) products and services, participation in campaigns, and actively seeking potential cross-sell and/or referral opportunities during interaction with members or potential members. Achieves established annual sales and referral targets.
4. Support: Performs a variety of administrative duties which may include, but not limited to: administration of estates, completion of loan applications, conducting credit investigations, assisting with loan interviews, and follow-up phone calls to members, as required.
5. Technical Support: Acts as multi-divisional support to technical support calls/emails, as required.

This position may be required to work evenings and weekends, on a rotating shift schedule.

Required Skills, Experience & Qualifications

• College Trade or Tech School Diploma (2 years) in a related field or equivalent combination of education and experience
• Must complete the internal Tru certification program specific to this role within the required timeframe
• 2 years of retail banking experience in a sales/service-focused position, or equivalent required
• Financial services, call centre, or customer support over the phone experience preferred
• Demonstrated ability to identify needs and recommend products and services to members
• Self-starter with ability to work independently and solve problems using common sense and sound judgment
• Proven ability to plan, organize and prioritize workload
• 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.

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