- 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
- Strong problem-solving and critical thinking skills
- Ability to work independently with strong self-management
- Effective 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

#J-18808-Ljbffr

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