Member Experience Representative

What You’ll Do

• As a Member Experience Representative, you will be the first point of contact for members and prospective members, providing friendly, knowledgeable support across our digital channels. You’ll:
• Assist members with inquiries, account issues, and digital banking services, referring complex matters as needed.
• Support members with financial transactions and card services when required.
• Guide members in using self-service technologies (ATMs, online banking, mobile app, e-statements, etc.).
• Open new accounts digitally through ASAPP and update member information in Know Your Member (KYM).
• Identify member needs, make referrals, and promote credit union products and services.
• Maintain up-to-date knowledge of products, services, and digital tools through ongoing training.
• Schedule appointments and advise members on required documentation.
• Protect the confidentiality of member information and ensure internal materials remain secure.
• What You Have:
• Post-secondary diploma in a related field plus at least two years of customer service experience.
• Strong organizational skills and exceptional attention to detail.
• Professional, polished communication -both verbal and written - and a high level of discretion.
• Ability to learn new systems quickly; intermediate proficiency in Microsoft Office Suite.
• Tech-savvy mindset with comfort navigating multiple digital platforms.
• Flexibility in working hours, including the ability to work expanded hours when necessary, and should be capable of working from home as required.