Manager, Memeber Service Commitment - [I176]

Manager, Memeber Service Commitment - [I176]

03 Feb
Coast Capital Savings Federal Credit Union

03 Feb

Coast Capital Savings Federal Credit Union


Feb 2, 2021

Company: Coast Capital Savings Federal Credit Union

Location: British Columbia (CA-BC), Help Headquarters

Job Type: Full-Time

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Role Purpose

The Manager, Member Service Commitment plays a key role in ensuring that CCS is upholding its commitment with its complaints resolution process within the member facing lines of businesses. Within the complaint space, the incumbent plays a central role in improving member experience by overseeing and providing governance for complaint handling within level 1 to ensure regulatory requirements are met. The incumbent is responsible for developing,

implementing and monitoring key control measures including investigations for level 1 complaint resolution. This is a key leadership role in the first line of defense that is required to collaborate with key stakeholders such as the Sales Distribution Heads, Communications, Member Experience, Legal and Compliance teams to protect CCS against regulatory and reputational risk identified through complaints. This role supports effective complaint resolution processes across all business lines by providing guidance to both retail and commercial leadership team in operationalizing requirements and aligning business practices. The key accountabilities are to ensure CCS is able to adhere to its commitment regarding the member complaint resolution which includes:

Provide governance and oversee level one complaint resolution including handling of all level one escalated complaints.

Enhance process or provide tools to support consistent complaint handling within level one.

Liaise with level two complaints cases or any regulatory requirements for complaints


Minimum 7+ Years of Job Related Experience

Bachelor's Degree or a diploma requiring 3 - 4 years of full-time study.

Experience in managing complaint resolution process within a financial institution is required.

Consideration will be given to individuals with other risk management or legal experience (e.g. enterprise/ operational risk management or legal experience).

Experience in working on enterprise level initiatives or projects is required. Experience in working with, providing direction to, and supporting other internal stakeholders up to senior management levels is required.

Strong leadership and change management especially in developing sustainable change strategies

Strong communication skills with a focus in member communication and change communication for a broad audience from senior leaders to the front line.

Collaborative and highly motivated team player.

Strong ability work in fast pace working environment.

At Coast Capital, we value diversity, equity and inclusion. We’re not all the same and we like it that way. We don’t just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe, the more inclusive we are, the better our work will be.

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