Assiniboine Credit Union

Customer Support

• 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 escalate 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

Bilingual Member Support Specialist I

• Provide exceptional member service through multiple communication channels
• Engage with members to understand their financial needs
• Offer personalized solutions for long-term well-being
• Address inquiries and resolve concerns
• Identify opportunities to enhance financial confidence
• Foster strong member relationships
• Contribute to the organization's success
• Proactively develop, retain, and grow member relationships
• Champion a digital-first mindset
• Consistently apply best practices for member interactions
• Collaborate to support team success and achieve performance targets
• Recommend process improvements to enhance efficiency