Virtual Member Experience Specialist, Member Service Centre (Hybrid) - Career Opportunities

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Prospera’s Virtual Member Experience Specialist in Surrey is a hybrid, front line role delivering top notch service via phone, email and chat, while handling transactions and guiding members to digital self service. You’ll build rapport, uncover needs, refer to account managers, and maintain CRM history while supporting community initiatives. Ideal candidates have 1–3 years in financial services or a fast paced customer environment, a can do attitude, strong communication and a genuine interest in learning and teamwork; a demonstrated commitment to community involvement is essential. Compensation ranges 23.58 to 29.48 per hour plus incentives, with flexible benefits, retirement planning and professional development. To apply, tailor your resume to show remote service success, digital channel proficiency, CRM experience and concrete examples of relationship building; highlight collaboration with internal partners and community contributions, and show fit with Prospera’s inclusive culture. Accommodation requests and background checks apply.

Prospera is committed to creating meaningful local impact while offering our members more ways to manage everyday banking, grow their wealth, and receive personalized support to achieve their financial goals.

With more than 80 years of service, Prospera is part of the Coast Capital Savings Federal Credit Union family of brands, providing a full range of financial products and services across the British Columbia.

As a Virtual Member Experience Specialist, you will provide outstanding customer service and taking the initiative to develop positive relationships while meeting the product and service needs of our members.

What you 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.

• At least 1-3 years' experience in a financial service role.
• 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 keenness to grow and help others.
• You are a self-described ambassador for the ultimate customer experience, and you love to connect with customers and build lasting business relationships.
• A demonstrable interest in community involvement is a must-have!

Compensation

• Prospera offers a total compensation package of base salary plus incentives that are market competitive and reviewed annually.
• The pay rate for this role is $23.58 to $29.48 per hour. The final offer will be based on the successful candidate’s knowledge, experience, and internal equity.

Benefits & Wellbeing

• Flexible Benefits Program pick and choose what works best for you.
• Defined Contribution Retirement Plan – let’s start saving and keep your future in mind.
• Vacation, Personal and Wellness time and two Vacation Bonus Days
• Professional development – come to grow your career and develop your skills.
• A supportive, collaborative work environment we’re proud to be a Great Place to Work certified organization.

Our Commitment - Diversity, Equity & Inclusive

At Prospera, we build vibrant and healthy communities by leveraging our unique backgrounds, talents, and perspectives to create a workplace where everyone can thrive. Diversity, equity, and inclusion are at the heart of everything we do, and we are committed to a continuous journey that ensures every employee feels valued and empowered.

We follow a fair and equitable hiring process, considering candidates based on their skills, experience, and potential. When you join Prospera, you’re not just taking a job you’re becoming part of a team that celebrates individuality and works collectively to make a positive impact.

Accommodations

We believe you belong here. If you require accommodation at any stage of the hiring process, please contact [email protected]. All requests are handled with respect and confidentiality.

Disclaimer: Employment is subject to background checks, including enhanced criminal, credit, and reference checks. 

At Prospera, we’re more than a financial institution; we’re a community. Our people are empowered to bring their whole selves to work and make a meaningful difference every day.

Prospera, Coast Capital and Sunshine Coast Financial are part of the Coast Capital Savings Federal Credit Union family of brands.