Hybrid Assistant Manager, Member Service Centre

at Prospera Credit Union

• Job title: Assistant Manager, Member Service Centre
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: CA$72,000 - CA$92,500 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Surrey, Canada

About the role

• Assistant Manager at Prospera Credit Union, leading a sales and service team in Surrey. Focused on enhancing customer experience and managing staff in a hybrid work environment.

Responsibilities

• 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.

Requirements

• 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.
• Strong ability to multi-task in a technology-driven environment.
• Excellent time management and organizational skills.
• Working knowledge of various computer programs, including Microsoft Office, banking, and customer relationship management systems.

Benefits

• Flexible Work Program for some roles – ask us!
• 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, Wellness and “Prosperian” Days – paid time off to support your overall well-being.
• Professional development – come grow your career and develop your skills.
• A supportive, collaborative work environment- we’re proud to be a Great Place to Work certified organization.