Customer Services Representative - Broadmead Branch

At Coast Capital, we're not dreaming about a better future, we're building one. Part of the Coast Capital Savings Federal Credit Union family of brands, we've been unlocking financial opportunities that positively impact people and communities for more than 85 years. We believe that every Canadian deserves a financial partner who actually cares how things turn out and driven by our social purpose, we look at everything we do through the lens of how we can help our members, employees, and communities. We're deeply committed to making our financial cooperative a great place to work - Coast Capital is a platinum member of Canada's Best Managed Companies and one of Canada's Most Admired Corporate Cultures.

Job Purpose: On any given shift you will be the face of Coast Capital in the branch and balance a friendly advice and service approach with demonstrated ability to proactively listen and identify opportunities to deepen member relationships. By providing our members with support and financial advice, we help them Build a Better Future, Together. While this job is posted as a Customer Service Representative, internally, we title it a Member Service Representative, always putting members at the centre of everything we do.

Accountabilities:

• Be the first friendly face our members see at Coast Capital by exhibiting our Coast Capital values; We build connection. We act with courage. We re-imagine.
• Build relationships with members and deliver an outstanding member experience by meeting their initial needs and proactively identifying future opportunities through money chats and so much more!
• Educate members on our alternate channels (online banking and mobile platforms) to deliver a memorable member experience.
• Contribute to team results through listening, spotting opportunities and partnering with other Coast Capital team members to best meet our members' financial needs.
• Build a strong understanding of how Coast Capital Savings assists in providing financial well-being to our members.
• Create a positive member experience by proactively taking ownership of resolving and preventing member banking issues.
• Be the first line of defense by being on the lookout for any counterfeit money or illegal transactions that may occur.

Skills & Qualifications: To be successful as a Member Service Representative in a Coast Capital branch, you must be a positive, team-oriented individual with the following knowledge, skills and abilities:

• Communication: You have strong verbal English communication skills and are comfortable having sensitive conversations with members.
• Active Listening: You listen to your customer and ensure you identify the challenge they may have so you can work towards a positive outcome.
• Empathy: You understand a bank account is more than numbers on a screen and you can show understanding and respect for whatever situation a member might be in.
• Initiative: You don't sit and wait for something to do. You see something that needs to be done, and do it.
• Problem Solving: You find job satisfaction by identifying a member problem and work towards solving it with them.
• Curiosity: You are a life-long learner who loves to grow your understanding of the financial world.
• Advisory: You are comfortable identifying opportunities and suggesting Coast Capital products to our members by referring them to other specialists within our organization.
• Adaptability: You happily handle whatever situation comes your way.
• Motivation: You are a self-motivated, positive and are looking to grow your career in customer service and/or banking.
• Integrity: You follow the documented process and do the right thing, every time. Even when no one is watching.

Equity, Diversity & Inclusion at Coast Capital: Don't meet every single requirement? At Coast Capital, we believe everyone has potential. We are committed to building better, brighter, more inclusive futures for everyone - including our employees. We see the potential in our employees to achieve amazing things and want to invest in your future. If you're excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this or other opportunities at Coast Capital. At Coast Capital, we are committed to equity, diversity and inclusion. We strongly encourage applications from Indigenous Peoples, Black, and racialized persons, persons with disabilities, people of diverse sexual and gender identities and women. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences and expertise benefit our employees, our members, and our community.

Coast Capital is committed to providing an accessible recruitment experience. If you are a candidate with a disability and require accommodation(s) during any stage of the recruitment process, please contact us. This contact is intended solely for inquiries or feedback related to accessibility barriers, accommodation requests or alternate format requests. We will work with you to ensure your needs are met.

Why join Coast Capital Savings?

• Purpose: Purpose is our North Star. We look at everything through our purpose. It informs the advice we provide our members, the experiences and products we create, and the programs we build to support our employees and communities.
• Committed to inclusion and engagement: We have an ongoing focus on equity, diversity, and inclusion and routinely track how we're doing, and what we need to do to keep improving.
• A career that grows with you: We believe in developing our people and promoting from within. Many employees have spent decades, and sometimes their entire careers, with Coast Capital and have progressed from the frontlines to senior leadership.
• Work where you're most effective: In response to COVID-19 we launched myWork, which gives employees flexibility in where they work based on the nature of their role.
• Benefits: We offer comprehensive, customizable benefits for you and your family, so you can choose what fits best for you and your lifestyle.
• Retirement options: We also take care of our employees once they retire. That's why we offer the choice of a defined contribution or defined benefit pension plan or RSP's.
• Mortgage and auto financing benefits: Employees save thousands on their mortgages and auto loans with best-in-category benefits.
• Real Recognition: We recognize excellence throughout the year, through an online community that lets employees give kudos and thanks throughout the year.
• An award-winning culture: We're a Platinum member of Canada's Best Managed Companies and are regularly recognized by Canada's Most Admired Corporate Cultures and the BC Top Employers Awards.
• Community investment: We reinvest 10% back into the community. When we do well, our communities do well. That's why since 2000 we've invested over $90 million into our members' communities.
• Double your impact: Through our employee volunteer program, Coast Capital donates $10 for every hour you volunteer to a Canadian charity or non-profit of your choice.