Member Support Specialist I, Member Communication Centre - Member Support

Reporting to the Manager, Member Support, the Member Support Specialist I (MSS I) provides exceptional member service through multiple communication channels, including virtual and telecommunications with efficiency and accuracy. The MSS I actively engages with members to understand their financial needs, offering personalized solutions that support their long-term well-being. By addressing inquiries, resolving concerns, and identifying opportunities to enhance financial confidence, this role fosters strong member relationships while contributing to the organization's success. This role supports Assiniboine Credit Union/ Caisse Assiniboine (ACU)’s commitment to rural and agricultural communities, francophone services, values-based banking and ACU’s triple bottom line accountability to people, planet, and prosperity.

Responsibilities:

• Proactively develop, retain, and grow member relationships by identifying needs through advice-based conversations and delivering tailored financial solutions that align with both short- and long-term goals across multiple channels and refer quality opportunities to appropriate internal experts or partner channels when outside of scope.
• Champion a digital-first mindset by inspiring, educating, and empowering members to embrace digital solutions driving engagement and adoption through proactive self-serve advice.
• Consistently apply best practices to deliver efficient, effective, and confidential member interactions aligned with Service Standards and Contact Center KPIs.
• Accountable for achieving individual performance targets and collaborates to support team success, actively identifying opportunities and executing strategies to achieve and exceed goals, while collaborating with leaders to continuously refine approaches for success.
• Accountable to develop and maintain a working knowledge of ACU and Outlook Financial processes, procedures, and industry trends – including competitor products and strategies—to ensure the consistent, high-quality delivery of sales and service to members.
• Responsible to resolve member concerns using effective de-escalation techniques, ensuring empathy, professionalism, and adherence to service standards while appropriately escalating complex matters.
• Accountable for identifying and recommending process improvements that enhance efficiency, optimize the member experience, and strengthen internal workflows.
• Consistently apply sound judgment and adhere to established credit union procedures, policies on internal control and risk management, when assessing and processing requests within assigned authorities.
• Participate in and execute strategic sales, service, marketing and organizational initiatives that strengthen member and community relationships and drive sustainable growth for the credit union.
• Demonstrates understanding and commitment of ACU’s commitment to values-based banking, respectful workplace, and Diversity, equity and inclusion.
• Always maintain professional confidentiality and privacy.
• Responsible for compliance and risk management, through the execution of internal policies and procedures, always maintain ongoing compliance with regulatory and legislative requirements.

Qualifications:

The competencies for the position would typically be acquired completion of a high school diploma plus a minimum 1 year of demonstrated experience in a member-focused, goal-oriented environment, preferably within financial services. A combination of relevant experience and education will be considered.

Key Occupational Skills:

• Strong verbal and written communication skills; clear and professional
• Emotional intelligence to adapt style, show empathy, and manage interactions effectively
• Results-driven with ability to meet or exceed goals
• Excellent customer/member service focused on understanding needs and providing support
• Strong problem-solving and critical thinking skills
• Works independently with strong self-management
• Efficient multitasking in fast-paced environments with attention to detail
• Proficient with computers and multiple software/communication tools
• Above-average typing speed and accuracy for efficient documentation

LOCATION AND WORK ENVIRONMENT

This position has a hybrid work arrangement.

Successful candidate must be able to work from Monday to Saturday during Member Communication Centre business hours.

WHO WE ARE?