Develop, retain, and grow member relationships through advice-based conversations and tailored financial solutions across multiple channels

Refer quality opportunities to appropriate internal experts or partner channels when outside of scope

Promote digital solutions and proactive self-serve advice to drive member engagement and adoption

Deliver efficient, effective, and confidential member interactions aligned with service standards and contact center KPIs

Achieve individual performance targets and collaborate with the team to meet or exceed goals

Maintain working knowledge of ACU and Outlook Financial processes, procedures, industry trends, competitor products, and strategies

Resolve member concerns using de-escalation techniques and escalates complex matters appropriately

Identify and recommend process improvements to enhance efficiency, member experience, and internal workflows

Assess and process requests within assigned authorities while following credit union procedures, internal controls, and risk management policies

Participate in strategic sales, service, marketing, and organizational initiatives supporting member and community relationships and sustainable growth

Maintain confidentiality and privacy

Execute internal policies and procedures to ensure compliance with regulatory and legislative requirements

Work Monday to Saturday during Member Communication Centre business hours

Requirements

High school diploma

Minimum 1 year to 3 years of demonstrated experience in a member-focused, goal-oriented environment, preferably within financial services

A combination of relevant experience and education will be considered

Excellent customer/member service focused on understanding needs and providing support





Strong verbal and written communication skills in both French and English

Emotional intelligence to adapt style, show empathy, and manage interactions effectively

Results-driven with ability to meet or exceed goals

Robust problem-solving and critical thinking skills

Ability to work 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

Ability to work Monday to Saturday during Member Communication Centre business hours

Commitment to confidentiality, privacy, compliance, and risk management

Core Competencies
Demonstrates expertise in member relationship management, providing tailored financial solutions, and achieving performance targets in a fast-paced environment. Proficient in both French and English, with strong problem-solving skills and a commitment to confidentiality and compliance.

Highest-signal resume keywords

Member Relationship Management

Financial Services Experience

Bilingual Communication Skills

Problem-Solving Skills

Compliance and Risk Management

ATS Optimization Keywords
Hard Skills

Financial Solutions Development

Performance Target Achievement

Process Improvement Identification

Documentation Accuracy

Multitasking Efficiency

Soft Skills

Emotional Intelligence

Customer Service Orientation

Effective Communication

Self-Management

Attention to Detail

Industry Keywords

Member Engagement

Contact Center KPIs

De-Escalation Techniques

Regulatory Compliance

Confidentiality and Privacy

Tools & Technologies

ACU Financial Processes

Outlook Software

Communication Tools

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📌 Bilingual Member Support Specialist I (Manitoba)
🏢 Jobtailor
📍 Manitoba