Virtual Member Experience Specialist, Member Service Centre (Hybrid)

Prospera Credit Union is a community-based organization that provides a wide range of financial products and services. As a Virtual Member Experience Specialist, you will deliver exceptional customer service and develop positive relationships with members while addressing their product and service needs.

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
• At least 1-3 years' experience in a financial service role
• 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 self-described ambassador for the ultimate customer experience
• A love to connect with customers and build lasting business relationships
• 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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