Virtual Relationship Manager (Hybrid)

Corporate Centre
2000 - 13450 102 Ave
Surrey, BC V3T5X3, CAN

ProsperaCredit Union is a community-based, purpose-driven organization that offers our members a full range of financial products and services. As one of the largest credit unions in British Columbia, we help build vibrant, healthy communities, thriving local enterprises and financially empowered people. Prosperais proud to serve communities throughout the Lower Mainland, Fraser Valley and Okanagan.

As the Virtual Relationship Manager (VRM), you are an expert in personal lending and investments. The VRM advises on intermediate to complex personal lending needs including unsecured loans and lines of credit, mortgage refinances and more complex mortgage applications as well as registered and non-registered investment needs ranging from term deposits to mutual funds. The VRM maintains strong relationships with partners across the organization, referring members with highly complex needs to other line of business partners. Additionally, the VRM provides back up support to the Virtual MXS team by assisting members with day-to-day banking needs via phone, email, and chat.

Please note, this role will be expected to support a 6-day (M-S), extended hours operation with rotational shift patterns in a hybrid working environment with a weekly in-office working day.

What You'll Do:

• Provide comprehensive financial guidance to members, encompassing lending options, investment opportunities and personalized financial health checks.
• Facilitate virtual appointments to offer convenience and accessibility, ensuring members receive expert advice without the need for in person visits.
• Manage both inbound and outbound calls effectively, addressing member inquiries promptly and escalating complex issues outside of their scope to the appropriate channels.
• Acts as a role model and leader in the best practices of outbound calling, utilizing outbound calling techniques to ensure efficient and effective member outreach.
• As part of the lending application process, engages members in insurance coverage and provides options through CUMIS to meet member needs while also leveraging referrals to the insurance specialist.
• Execute holistic advice based financial strategies by fulfilling members complex lending, investment, protection and day to day banking needs.
• Holds a mutual fund license and onboards new wealth members, provides advice regarding suitability of various investments, process trades, and conduct KYCs. Referring to guided portfolios and wealth partners as appropriate.
• Prepare loan documents and approves loan within designated lending authority, referring larger loans and exceptions to management or corporate approvals with sound rationale as to why the loan should be approved.
• Support members by answering questions related to member’s personal borrowing needs such as product details, payment inquiries and changes such as payment alterations, loan and mortgage payment skips, and loan and mortgage pay outs.
• Provide back up support for day-to-day banking inquiries from members, answering questions about their transaction history, account packages or service charge inquiries and posts noncash transactions.
• Provide online and mobile banking support to members including providing virtual walk throughs, educating on self-serve options, and providing basic technical support.

What You Bring:

• At least 3+ years in a financial services environment with at least one year in an advisory capacity. Exposure to lending and investment products, identifying member needs, and providing financial advice. Contact center experience considered a strong asset.
• Experience working in a multi-channel contact center environment including phone, email and chat preferred.
• Licensed to sell mutual funds or willing to be licensed within 6 months
• CUIC 210 Consumer and Residential lending or equivalent internal training to be completed within 12 months
• CUIC 240 Elements of Personal financial planning to be completed within 24 months
• Experience in a professional advisory and sales environment.
• Strong financial acumen, and knowledge of financial products and service.
• Intermediate to advanced understanding of retail lending including unsecured and mortgage secured lending underwriting and application processes.
• Proven ability to deliver sound advice in a range of moderately complex member situations.
• Excellent active listening skills verbal communication skills capable of conveying complex information clearly.

What We Offer:

• Prospera offers a total compensation package of base salary plus incentives that is market competitive and reviewed annually. Our expected starting pay rate for this role is $53,600 to $67,000 per year based on the successful candidate’s knowledge, experience and internal equity.
• 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.

Diversity, Equity & Inclusive Hiring Process

At Prospera, together, we build vibrant and healthy communities by leveraging our unique backgrounds, talents, and perspectives to create a workplace where everyone can thrive. Diversity, equity, and inclusion are at the heart of everything we do, and we are committed to a continuous journey to ensure every employee feels valued and empowered. We follow a fair and equitable hiring process to ensure all candidates are considered based on their skills, experience, and potential. When you join Prospera, you’re not just taking a job—you’re becoming part of a team that celebrates individuality and works collectively to make a positive impact.

At Prospera, we believe you belong here. We’re committed to ensuring an accessible and obstacle-free hiring process. If you need accommodations at any stage, contact talentattraction@prospera.ca. All requests are handled with respect and confidentiality.