Member Service Agent

Member Service Agent MxCentre Remote/ Hybrid

The Member Service Agent is the first point of contact for members reaching out virtually or by phone and is responsible to create and maintain strong member relationships through the delivery of our member advice experience. Service may be related to processing a variety of non-cash transactions, delivering advice, assisting members in utilizing credit union products and services and participating in in-bound and outbound sales initiatives. The position will also be responsible to analyze customer needs and foster business development through effective communication, product knowledge, promotion, cross-selling and referral.

Key responsibilities of the role include

1. Sales, Service and Growth

• Actively promotes credit union products and services through cross-selling and member education.
• Participates in sales and marketing campaigns, contributing to business development and member acquisition.
• Analyzes member needs to recommend suitable financial solutions, referring complex cases as needed.
• Maintains current knowledge of products, services, and competitor offerings to support informed advice.
• Contributes to and supports achievement of sales goals.
• Delivers high-quality service by processing non-cash transactions, opening accounts, and handling card applications.
• Provides accurate and helpful information on account operations, service features, and issue resolution.
• Handles routine member issues and escalates complex concerns appropriately to management.
• Supports member satisfaction through administrative and operational service functions.
• Builds strong member relationships through proactive outreach and advice.
• Conducts outbound calls to support retention, growth, and cross-sell initiatives.
• Assists in enhancing member engagement by promoting optimal use of available services.

2. Risk Management and Compliance

• Verifies and authenticates member identity in accordance with privacy legislation and internal protocols.
• Adheres to established security procedures relevant to the role to ensure the protection of member and organizational information.
• Ensures compliance with the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (PCMLTFA) and related internal policies and procedures.
• Reviews and maintains up-to-date knowledge of Risk Management policies and procedures on an annual basis to support regulatory compliance and mitigate organizational risk.

The ideal candidate will have completed a High School diploma or equivalency plus 1 year related experience including:

• Advanced oral and written communication skills.
• Advanced knowledge of products and services.
• Proficient ability in sales, promotion and referrals
• Proficient in the use of Microsoft Office 365 applications
• Proficient decision making, analytical and problem-solving skills
• Working knowledge of compliance and privacy requirements
• Working knowledge of financial regulatory requirements

This position has an annual salary in the range of $43,605 - $51,300.

At Brunswick Credit Union, our people are our greatest asset - over 200 dedicated employees drive our success. In return we offer a total compensation package that promotes work life balance including vacation starting at three weeks, personal days, even birthdays off. Employee wellness is a priority for us and we underscore that with 100% paid health and dental benefits and an annual wellness benefit to put towards what you feel will support your wellness journey. Want to grow with us? We take your professional development seriously too, and support employees’ growth through multiple course offerings and specialized training where fitting.

We are committed to providing a work environment that fosters inclusion, value and respect and reflects the diversity of the communities in which we live and serve. We encourage and welcome applications from traditionally underrepresented and equity-seeking groups. All qualified applicants will receive equal consideration; however, priority will be given to Canadian citizens and permanent residents. Should you require any accommodation during the recruitment process or otherwise, please notify us and we will work to meet your accessibility needs.

Although we appreciate all applications, only those being considered for an interview will be contacted. Thank you for your interest in Brunswick Credit Union.