Virtual Member Experience Specialist, Member Service Centre (Hybrid)

Prospera Credit Union is a community-based organization that offers a full range of financial products and services. The Virtual Member Experience Specialist will provide outstanding customer service, develop positive relationships with members, and assist with their product and service needs through various communication channels.

Responsibilities

• Greet customers and assist customers over the phone, email and chat, establish rapport, address service inquiries and customer concerns, and seek opportunities to deepen customer relationships
• Proactively seek occasions to demonstrate our value proposition, uncover needs, and recommend appropriate services and solutions
• Act as the ambassador for digital and self-service channels
• Educate customers on the ease and convenience of digital and self-serve channels for daily banking transactions
• Refer customers to account managers and external business partners as needed, collaborating to ensure a seamless and rewarding customer experience
• Handle transactions, open personal and business profiles, demand accounts, term deposits, ATM cards, and other banking products and services
• Participate in sales meetings and maintain an accurate history of sales and service activity on the customer relationship management system
• Support and participate in community initiatives

Skills

• Experience in a customer facing role within a fast-paced work environment
• Experience providing customer service in a high-volume remote/call center environment will be highly regarded
• A 'can do' front line/customer service mindset
• A strong interest in a career in financial services
• A capacity and passion for learning
• Strong team orientation
• Excellent communication and relationship-building skills
• A keenness to grow and help others
• A demonstrable interest in community involvement

Benefits

• Flexible Work Program for some of our roles – ask us!
• Flexible Benefits Program – pick and choose what works best for you.
• Defined Contribution Retirement Plan – let’s start saving and keep your future in mind.
• Vacation, Wellness and “Prosperian” Days – paid time off to support your overall well-being.
• Professional development – come grow your career and develop your skills.
• A supportive, collaborative work environment- we’re proud to be a Great Place to Work certified organization.

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