Member Experience Officer - Sen̓áḵw Village

About the Sen̓áḵw Branch:

The Sen̓áḵw Village community branch represents a meaningful evolution in how Vancity delivers purpose-driven banking. Identified in our 2026 business plan and planned to open near the end of Q3 2026, it reflects our commitment to reconciliation, equity, and relationship-based service, and will serve as the Centre of Indigenous Banking for the organization.

Located on Squamish Nation land, the branch enables First Nations members to receive tax-exempt deposit interest and supports Nations who require financial relationships to be conducted on reserve - helping build trust, respect, and long-term relationships with Indigenous communities.

The branch operates through a relationship-based, high-touch service model in a space intentionally designed to reflect Squamish Nation values.

Key features include:

• Pod-based wickets to support private and respectful member conversations
• Bookable offices and flexible workstations to enable staff mobility
• A dedicated Elders Corner, offering a culturally respectful space for Indigenous Elders
• A design grounded in Squamish Nation cultural attributes, creating a welcoming and respectful environment for members and staff

The branch serves Indigenous members, residents of Sen̓áḵw, and the broader public, with success measured not only by outcomes, but by the trust built and long-term community impact.

Your Role in Supporting Our Members:

The Member Experience Officer (MEO) will be fluent in digital tools, and guide members to deepen their awareness and ability to use Vancity’s digital services, and to promote adoption of these alternate channels. The MEO is fully functional in the traditional FSR sense and is also capable of administering some Account Manager functions.

The MEO will conduct basic member interviews to understand debts, expenses, and income streams, along with early financial planning advice. Addressing the gap in our operating model for channel fluidity and flexibility of our queue-serving staff, the MEO will toggle between in-branch line-up, MSC/telephone queues and member walk-ins/appointments to administer duties as outlined above.

This is a Full-time, Permanent role based at our Sen̓áḵw Village Community Branch (Branch 75) and will report directly to the Assistant Branch Manager.

How You'll Make an Impact:

• Perform member transactions in-branch and through call center channels, leveraging multiple systems, accurately and efficiently to provide a positive member experience
• Effectively prioritize what channel members across the organization most need to be served in (keeping service standard more even between calls, in-person line-up and financial advice appointments)
• Onboard members to digital services/channels. Perform demonstrations of digital account opening and related product opening and accessing
• Gather complete member information to both improve organizational data quality and improve our ability to communicate with and market to members digitally
• Conduct basic Account Manager activities such as cashflow interviews, PAP and payroll set-ups, account openings, registered account set-ups, and onboarding credit
• Uncover opportunities to refer to, and become excellent promoters of, other lines of business, they must therefore be the organization’s strongest loggers of member insights in CRM and referrals to other roles across lines of business
• Be constantly cycling the members through our business development framework offering the next-best-product and next-best-service for the member’s current situation and circumstances

What You’ll Bring to the Team:

• High School Diploma – General
• Post Secondary Education/Diploma preferred
• Experience in Financial Services Representative role is preferred, any service sector experience beneficial
• Skills: Cash Handling, Customer Service, Relationship Building, Digitally Capable

You’ll Thrive Here If You Are:

• Committed to reconciliation and Indigenous prosperity – You identify as Indigenous or are a dedicated ally, and are energized by contributing to a branch that leads Indigenous Banking across the organization.
• A trusted knowledge‑sharer and connector – You take pride in being a resource to peers, branches, and lines of business, building understanding of Sen̓áḵw‑specific practices.
• Relationship-first in your approach – This role is well suited to individuals who thrive in a relationship-first environment. Our branch prioritizes trust-building and meaningful engagement with members, with success centered on long-term relationship growth rather than quick transactions or short-term sales targets. You are patient, thoughtful, and committed to building enduring relationships that strengthen over time.
• A problem solver – You have an analytical mind and can multi-task to come up with solutions.
• A great communicator – You find it easy to get to know others and have great conversations.
• Ready for a challenge – You have a positive attitude and are able to work in a fast-paced changing environment.
• A strong relationship builder– You find it easy to get to know others and build trust.
  

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 salary range of $30.68 to $34.11 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.
• Immediate Health Coverage: Health and dental benefits begin on your hire date, with three levels of coverage to choose from.
• Defined Benefit Pension: Our retirement plan provides a guaranteed income for life, recognizing that retirement looks different for everyone.

Vancity Talent Programs:

Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous, Black, or Trans. With special permission from the BC Human Rights Commissioner, this initiative provides access to career development opportunities, prioritized job screening, and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative, in line with the BC Personal Information Protection Act (PIPA). For details, please see our dedicated Talent Programs job posting.

At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.