City : Surrey

Industry : Financial/Banking

Employer : Vancity

Our Story & Purpose:

We’re Vancity, a member-owned credit union built on the principles of inclusion and social justice. Since 1946, our relentless commitment to these values has helped us challenge the status quo and break down barriers. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,300 diverse individuals, access competitive rewards and benefits, and be part of a greater movement - apply today!

Your Role in Supporting Our Members:

As a Senior Member Services Advisor, you will be a go-to expert for complex and atypical member inquiries, providing real-time support to front-line staff and helping them deliver confident, values-based advice. You will strengthen member relationships by offering alternative solutions, particularly in the areas of mortgages and lending, while drawing on your strong understanding of the broader real estate industry and the Canadian mortgage market. You will use your excellent verbal and written communication skills to demonstrate enthusiasm, professionalism, and expertise across phone, chat, and email channels, ensuring every member interaction reflects Vancity’s commitment to financial well-being and community impact.

This is a Full-time, Temporary role based at our Surrey Central office and will report directly to the Team Manager, Credit Solutions. While this position provides a hybrid work arrangement, you will be expected to be on-site for events and business demands.

How You’ll Make an Impact:

• Providing effective real-time support to member-facing staff dealing with atypical or complex member inquiries, including knowledge transfer and escalation support
• Responding to routine member inquiries during high-volume periods in alignment with established service and quality standards
• Facilitating knowledge transfer through off-line coaching and support activities with Agents to continuously enhance the member experience
• Resolving and handling member lending (mortgage and signature) queries across inbound and outbound calls, email, online applications, and other digital channels
• Achieving established mortgage renewal, sales, and service objectives, including proactively identifying and making referrals to specialist roles so that member needs are fully met
• Leveraging and utilizing the technical systems and tools available within the Member Services Centre (MSC) to ensure an efficient and seamless member experience
• Identifying trends, gaps, and recurring issues in member inquiries and sharing insights to support continuous improvement of processes, tools, and knowledge resources
• Collaborating with MSC colleagues and partners across the organization to ensure consistent, high-quality service delivery for our members

What You’ll Bring to the Team:

• Post-secondary coursework or a certificate in business administration, finance, or commerce equivalent to a minimum of one year of study
• Completion of three courses toward a Financial Planning designation program, including Fundamentals of Financial Planning 1, Investment Funds in Canada or the Canadian Securities Course, and CUIC 210
• Strong knowledge of financial services products, including unsecured lending, mortgage and construction lending, and registered and non-registered investment products
• Demonstrated experience providing advice and support in a financial services, call centre, or member-facing environment
• Knowledge and understanding of financial statements and accounting principles to support sound credit and lending decisions
• Advanced verbal and written communication skills, with the ability to convey complex information clearly and professionally across phone, chat, and email
• High level of comfort and proficiency working with multiple systems and technology platforms in a fast-paced, service-focused environment

Extra Skills That Set You Apart:

• Previous experience working in a call centre or contact centre environment
• Demonstrated leadership experience, such as acting as a subject-matter expert, coach, or informal leader within a team
• Demonstrated ability to build strong, trust-based relationships that support financial sustainability and well-being for members and their communities

You’ll Thrive Here If You Are:

• A natural leader - You are someone others turn to for guidance, and you enjoy coaching and giving constructive feedback to help colleagues grow and succeed.
• A problem solver - You like to analyze situations, apply standards and guidelines, and find practical solutions that balance member needs, risk, and organizational objectives.
• A critical thinker - You use your research and analytical skills to assess qualitative and quantitative information, especially in lending scenarios, and make well-reasoned recommendations.
• Tech-savvy - You quickly learn new systems and tools, and you use technology to streamline processes and create a seamless, efficient member experience.
• Member-focused - You are driven by creating positive financial outcomes for members and take pride in delivering an exceptional service experience every time.

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

What You’ll Earn:

This role offers a starting salary of$38.32 per hour. Base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

Why You’ll Love Working Here:

A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

• Living Wage Employer: We’re the largest private-sector Living Wage Employer in Canada and consistently ranked among Canada’s Top Employers.
• Customizable Benefits: Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.
• Generous Vacation: New employees start with 3-4 weeks of vacation per year, with additional days earned over time.
• Extra Stat Holidays: In addition to BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness.
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