Member Services Representative - Part Time - 6 Month Contract

Description

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Why Meridian?

At Meridian, our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Find our story here:

Our Retail Banking Practice:

Our vision is to be recognized as the financial institution that has the most local impact, supported by a purposeful value proposition to our Members.

We have a passion for ensuring we maintain our tradition of exceeding Member expectations and helping them achieve their best lives. We deliver advice-based banking while providing tools that reduce complexity, offering the right information, and motivating our Members to reach their overall financial goals.

Our Retail teams work alongside our partners in Wealth, Small Business, and Mobile Mortgage Specialists to support our Members' holistic financial growth.

As a Member Services Representative:

As our Member Experiences Representative, you will be joining a team of highly engaged financial service professionals who are dedicated to providing an exceptional Member Experience. In this role we will rely on you to attend to our Members with excellence, patience and empathy. While positioning Meridian’s products and services to add value to our Members financial wellbeing.

With your growth mindset you are adaptive, resilient, resourceful and creative. Seeking and receptive to feedback to continuously improve and learning from successes and mistakes. As part of our collaborative team, you are highly engaged and communicate thoughts and ideas in a respectful environment. We value diversity of thoughts and promote inclusion. As you take initiative and accountability you are joining a team that provides autonomy to get things done and will be accountable for a variety of support functions within the branch.

Must have a passion for Member Experience, ensuring that Meridian maintains its tradition of exceeding Member expectations and “Bringing the Member Experience to life”.

The Member Experience Representative will work alongside and align financial strategies and activities to support Meridian’s internal business partners – Wealth, Small Business, Mobile Mortgage Specialists to ensure value added delivery of Member centric products/solutions.

Employee Experience

• Part of an engaged team that is aligned to key business drivers and delivering on outcomes.
  • Is Highly Engaged
  • Demonstrates empathy with colleagues
  • Communicates thoughts and ideas openly
  • Respects others and their opinions/ideas
  • Values diversity of thought and promotes inclusion
  • Be a highly engaged team player working co-operatively with your peers within the branch and across Meridian including corporate office and other Member Experience partners.
  • Develop goals with Manager that are clearly defined, measurable and achievable, and align them to business unit and strategic priorities for Meridian
  • Actively participate and support the team in the planning process, assisting with implementation and providing feedback.
  • Continued individual learning and development to align with Meridian core competencies and values while delivering on action plans aligned with Employee Engagement results.
  • Advocates for the branch, advances innovative thinking amongst team, and promotes an entrepreneurial growth mindset.
  • Act as a trusted partner to build, develop and maintain internal relationships within the Member Experience teams and cross-functional departments, to ensure alignment for achievement of Meridian’s Retail Experience goals.
  • Participates and leads branch activities in support of expanding the Member relationship and growing share of wallet including our Digital Ambassador Program

Member Experience

• Delivers an exceptional Member experience and offers insights to continually grow our Member Experience.
  • Serves Members with excellence
  • Demonstrates patience in difficult situations
  • Shows empathy to Members’ perspectives
  • Understands how Meridian’s products and services can add value to our Members
  • Provide a superior Member experience through the identification and promotion of products and services. Where appropriate provide qualified referrals based on the needs identified through proactive probing.
  • Ensure proper due diligence by posting all transactions accurately and timely
  • Take responsibility to ensure accuracy and completeness of all work.
  • Maintain discretion and confidentiality to respect Members privacy.
  • Identify and fulfill Member requests and identify opportunities to grow the relationship.
  • Demonstrates excellent listening and strong consultative skills.
  • Removes systemic barriers to exceptional Member Experience.
  • Embraces virtual technology platforms and leverages them to engage in impactful communication with Member.
  • Identify and contributes to the continuous enhancement of the Member Experience while leveraging Voice of Employee.
  • With autonomy to resolve Member Concerns- look to create action plans to avoid escalation in the future.

Innovation

• Establishing a compelling vision and executes on strategy.
  • Takes initiative and accountability – knows what needs to get done
  • Communicates effectively
  • Knows the business and their function deeply
  • Understands their role in the organization
  • Develops cross functional relationships
  • Working with the Branch leadership, execute Retail strategies to ensure continued momentum across Meridian including Omni Channel integration.
  • Works with the Branch leadership, to champion and implement corporate strategies and programs for the branch.
  • Participating in the development and implementation of branch business plans.

Community Experience

• Participate and execute with the team our Community engagement plan
  • Promote Meridian Credit Union in your community by participating in and being involved in community activities or events while demonstrating the Company Values
  • Support local community organizations and activities through Business Development and Good Neighbour Program. Planning, preparation and delivery of Meridian hosted Community events.

How you will succeed:

• Flexible to work all scheduled hours which include evenings and weekends

• Strong knowledge of computer systems.

• Ability to make decisions, act decisively and provide friendly and personable service.

• Strong negotiation, interpersonal, written and oral communications skills. Must be able to mitigate and resolve Member Concerns.

• Effective organizational time management, and problem-solving skills; ability to grasp concepts and processes quickly; demonstrated ability to partner and influence.

• Embraces virtual technology platforms for use with both Member and Meridian partners

• Ability to collaborate with leadership to develop plans and recommendations that support the achievement of Meridian’s strategic objectives.

• Proven track record of bringing new ideas forward, while staying on top of trends in the market place.

• Member Experience focused, with the enthusiasm and tenacity to motivate self to meet and exceed goals and provide the right solutions.

• Member Focus - Personally demonstrating that our Members are our highest priority.

• Proactive - Seize the initiative by anticipating needs and identifying opportunities to provide a higher level of service.

• Open Communication - Engaging in honest and transparent dialogue to develop mutual understanding, trust and cultivate deeper relationships.

• Business Savvy - Continuously acquiring the knowledge needed to do one’s job to the fullest, using internal or external resources and applying the knowledge productively.

• Partner Orientation - Initiates opportunities for collaboration and maintains productive relationships to achieve shared goals.

• Integrity - Doing the right thing by always acting with openness, honesty and respect.

• Talent Developer: nurtures and supports direct reports, identifies strong team members, develops digital and analytical skills in direct reports

• Creates a Supportive and Positive Team Environment: creates and contributes to a positive team environment which encourages innovation, risk taking, and learning; speeds up team learning through sharing best practices; leverages the strengths and opportunities of the broader marketing team

• Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience.

This role represents an existing vacancy. Internal candidates are being considered as part of our standard process

Salary Range: CAD $47,775 – $60,400 annually

Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.

Join us! This role is in office at 531 Lake Street (Lake and Linwell), St Catharines, ON L2N 4H6.

Build the Future of Banking with Us

At Meridian, we’re not just adapting to the future—we’re shaping it. We see talent as a catalyst for sustainable growth, community impact, and future-readiness. As the financial landscape evolves, we’re looking for team members who bring:

• Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working. Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
• Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
• Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
• Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.

What's in it for you?

As a Certified Living Wage Employer, you are guaranteed to earn a living wage with us, including an impressive benefits package which includes:

• Paid vacation time, and other time off
• Employer-paid health benefits
• Defined contribution pension matching
• Financial benefits including free banking, and special rates on mortgages, lines of credits and more
• Tuition reimbursement program
• Unique rewards and recognition program

You will benefit from an inclusive and collaborative work environment that encourages creativity, curiosity, and celebrates success. You will also receive the right training, tools and technology needed to delight our Members, with the opportunity to learn from diverse industry leaders, who have hailed from top organizations around the world.

Our Story:

Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 360,000 Members. Meridian has more than 75 years of banking history and is 100% owned by its members. With 89 retail branches and 15 Business Banking Centers across Ontario and $ 30B in assets under management, Meridian offers a broad range of financial products and services to its retail, business banking and wealth members. With over 2000 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve. Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.

Our Commitment to You:

Meridian is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Meridian Credit Union.

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