Assistant Manager, Member Service Centre; Hybrid
Job in
Surrey, BC, Canada
Listing for:
Prospera Credit Union
Full Time
position
Listed on 2026-01-19
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Customer Service Rep, Client Relationship Manager
Job Description & How to Apply Below
Position: Assistant Manager, Member Service Centre (Hybrid)
TEAM LOCAL is hiring
Prospera Credit Union is a community-based, purpose-driven organization that offers our members a full range of financial products and services. As one of the largest credit unions in British Columbia, we help build vibrant, healthy communities, thriving local enterprises and financially empowered people. Prospera is proud to serve communities throughout the Lower Mainland, Fraser Valley and Okanagan.
Looking for the next step in your career? Look no further. We are currently seeking an Assistant Manager, Member Service Centre to join our Prospera Team. The Assistant Manager, Member Service Centre, supports the Manager, MSC in overseeing, developing, and empowering a proactive sales and service team that engages customers primarily through inbound and outbound calls.
Responsibilities include:
leading the MSC team, facilitating and promoting sales and service excellence at the MSC and across business units; implementing a planned service delivery program to continuously improve customer experience, and supporting security, risk management and audit functions.
What you’ll do:
Manage the staffing requirements for assigned employees—hiring, onboarding, training, supervising, measuring performance, coaching, disciplining, and terminating.Assist with general recruitment of MSC direct reports, as needed.Coach and mentor employees on the effective use of foundational selling processes and techniques.Monitor and analyze sales results.Assist and advise employees in resolving customer service issues to the customer's satisfaction.Handle complex inquiries or contentious complaints as needed.Manage staff scheduling and monitor attendance, ensure appropriate coverage and accurate payroll reporting.Open the MSC, prepare for the business day, supervise operations, and close the MSC.Act as a liaison officer (i.e. Privacy Act compliance) for the MSC.What you bring:
2+ years in a leadership role developing and leading high-performing teams.Minimum of 4 years of lending experience in the financial services industry.Detailed experience with deposit-related products, personal lending, and mortgages. Previous experience in a call centre is an asset.Working knowledge of Prospera’s full range of products and services.Superior interpersonal and communication skills.Ability to interact with a wide variety of people, particularly with respect to telephone service and sales.Strong ability to multi-task in a technology-driven environment.Strong leadership skills with previous experience coaching, supervising, and training employees.Excellent time management and organizational skills.Working knowledge of various computer programs, including Microsoft Office, banking, and customer relationship management systems.What you'll do:
Greet customers and assist customers over the phone, email and chat, establish rapport, address service inquiries and customer concerns, and seek opportunities to deepen customer relationships.Proactively seek occasions to demonstrate our value proposition, uncover needs, and recommend appropriate services and solutions.Act as the ambassador for digital and self-service channels. Educate customers on the ease and convenience of digital and self-serve channels for daily banking transactions.Refer customers to account managers and external business partners as needed, collaborating to ensure a seamless and rewarding customer experience.Handle transactions, open personal and business profiles, demand accounts, term deposits, ATM cards, and other banking products and services.Participate in sales meetings and maintain an accurate history of sales and service activity on the customer relationship management system.Support and participate in community initiatives.What you bring:
Experience in a customer facing role within a fast-paced work environment.
Experience providing customer service in a high-volume remote/call center environment will be highly regarded.You have a 'can do' front line/customer service mindset, a strong interest in a career in financial services, a capacity and passion for learning, strong team orientation, excellent communication and relationship-building skills, and a…
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