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 2,700 diverse individuals and accessing competitive rewards and benefits, all while knowing you are part of a greater movement, then apply today!

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.

We are hiring for 8 Permanent, Full-Time roles located at our Surrey Contact Centre and reports to Team Manager, Cardholder Care.

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
  
  

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
• French language skills an asset
• Post-secondary coursework.
  
  

Pay Rate: As this is a union role, the salary will be as per the collective agreement salary grid starting at $23.97 (Grp 2 Step 1)

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: Posted until positions are filled*
  
  

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 and 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 can purchase up to six 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.
  
  

At Vancity we’re dedicated to being an inclusive, anti-racist organization with a workforce that reflects the diversity of the communities we serve. 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.

Please note that all shortlisted candidates for this role will be required to complete a background check which includes resume verification, credit check, criminal record check. 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.

We are committed to providing an inclusive and accessible recruitment experience for all candidates. If you require any accommodations at any stage of the recruitment process, please reach out to our Talent Acquisition team at [email protected] for confidential support. In-person assistance is also available. We will collaborate with you to ensure your needs are met promptly and effectively.