• Job Description

  Req#: VISAC005002

  About Vancity

  Vancity is a member-owned credit union built on the principles of inclusion and social justice. A relentless commitment to their values has helped them challenge the status quo and break down barriers since day one in 1946. They have bold commitments to make Vancity net-zero by 2040 across all mortgages and loans and are pursuing strategies on Indigenous banking and to improve the financial resilience of their members.

  Vancity is the largest private sector Living Wage Employer in Canada and has been consistently recognized as one of the Top Employers in Canada. If you’re interested in joining their team of 2,400+ diverse individuals and accessing competitive rewards and benefits, all while knowing you are part of a greater movement, then apply today!

  About the workplace

  This role will enjoy hybrid working arrangements which can be fulfilled primarily from the Vancity Surrey Contact Centre location and your home office. Periodically, you’ll be required to attend in-person activities or events.

  The Role: Cardholder Care Agent

  • Full-Time Permanent , fully flexible (must be available 7 days a week, including overnights)
  • Work from home (remote)
  • Required Paid 5 weeks full-time training (subject to change based on business needs)
  • Projected Start date: February-March 2024

  As a Cardholder Care Agent you will leverage your communication skills as you engage across a range of different channels including telephone, email and live chats to serve member needs. You will effectively manage complex situations, problem solve and provide personalized advice. You'll be navigating multiple computer systems, processes and policies all while having a quality conversation with a member. You are committed to delivering personalized advice regarding various credit card services offered by Vancity.

  A typical day would involve:

  • Resolve and handle member contacts (including, but not limited to inbound/outbound calls, email) according to established service and quality standards.
  • Achieve established service objectives.
  • Identifying and assessing needs to provide appropriate products, services and referrals.
  • Applying Vancity service standards, policies, procedures and controls to meet compliance requirements and mitigate risk.
  • Fully leverage and utilize the technical systems available so that the service experience for the member is efficient and seamless.

  You Are:

  • A problem solver –You have an analytical mind and can multi-task to come up with solutions
  • Tech-savvy –People often say you’re a quick learner and great with technology & systems
  • A great communicator – You have excellent interpersonal and communications skills
  • Eye for Detail - You have a strong attention to detail and accuracy
  • Ready for a challenge – You have a positive attitude and can work in a fast-paced changing environment

  You have:

  • A High School Diploma –At a minimum, you have graduated high school and/or equivalent
  • Customer Service Experience –At least 1 year of working experience interacting with people and businesses in a professional capacity

  Bonus Points:

  • Banking or call centre experience would be an asset
  • Post-secondary coursework.

  The Team:

  Cardholder Care Representatives reports to Team Manager, Cardholder Care at our Surrey Contact Centre.

  Salary: This is a union role and the salary will fall under the collective agreement starting at $23.97.

  We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

  Posting Deadline: Please apply by 4:00pm on January 9, 2024.

  We offer:

  • We are the largest private-sector Living Wage Employer in Canada and have been consistently recognized as one of the Top Employers in Canada.
  • Our permanent employees qualify for attractive benefit packages that can be customized and changed each year to meet their evolving needs.
  • New employees receive between three to four weeks of vacation allowance per calendar year, and the number of vacation days grows — to a maximum of six weeks per year — as their length of service increases. In addition, full-time, permanent staff may be able to purchase extra days of vacation through our flexible benefits package.
  • In addition to the 10 statutory holidays in British Columbia, Vancity provides an additional three statutory holidays. We offer care days for periods of short-term personal illness or emergency family illness, plus opportunities to take unpaid leave for a variety of reasons.
  • Our health care & dental benefits offer three levels of health care and dental coverage for you to select from. These benefits will also be effective immediately based on your hire date.
  • We understand that retirement means different things to different people and at Vancity we will offer you a Defined pension plan that pays you a retirement income for life.

  At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience. As part of this commitment we are taking action to learn more about our applicants and ask that you complete a short and anonymous Diversity Survey that will influence the design and execution of Vancity’s overall DEI initiatives and programs, one of which aims to advance our commitment to become a financial force for change and build a fair world. Please click this hyperlink to complete the Diversity Survey. Your responses are collected anonymously and will never be linked to your job application.

  Please note that all shortlisted candidates will be required to complete a background check which includes employment verification, credit check, and a criminal record check.

  Vancity is an inclusive and equitable employer and actively seeks to advance racial equity, inclusion and belonging across the organization. Vancity offers required accommodations in all stages of the recruitment process. If you require an accommodation, please advise us, and we will work with you to meet your needs.

• About the company

  Vancouver City Savings Credit Union, commonly referred to as Vancity, is a member-owned financial co-operative headquartered in Vancouver, British Columbia, Canada.

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