Member Experience Officer

Member Experience Officer – Richmond (12‑Month Contract)

Job Category: Service

Requisition Number: MEMBE
007534

• Full‑Time
• On‑site
• Rate: $30.68 CAD per hour

Richmond Community Branch
5900 No. 3 Rd.
Richmond, BC , Canada

We’re Vancity, a member‑owned credit union built on the principles of inclusion and social justice. Since 1946, our relentless commitment to these values has helped us challenge the status quo and break down barriers. We’ve made bold commitments to become net‑zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,300 diverse individuals, access competitive rewards and benefits, and be part of a greater movement – apply today!

As a Member Experience Officer (MEO), you will play a key frontline role in delivering high‑quality, relationship‑based service to members across in‑branch, phone, and digital channels. You will support everyday banking needs, guide members in using Vancity’s digital tools, conduct foundational financial conversations, and complete select Account Manager activities. This role is ideal for someone who is service‑oriented, digitally capable, and motivated by helping members build confidence in their financial decisions.

This is a Full‑time, Temporary role based in Richmond Community Branch (Branch 26) and will report directly to the Assistant Branch Manager.

• Supporting a culturally respectful, high‑touch service experience aligned with local Indigenous values.
• Performing member transactions in‑branch and through call centre channels accurately and efficiently.
• Prioritizing service across in‑person line‑ups, phone queues, and scheduled appointments.
• Onboarding members to digital services and demonstrating digital account and product access.
• Gathering complete and accurate member information to improve data quality and digital engagement.
• Conducting basic Account Manager activities including cashflow interviews, PAP and payroll set‑ups, and account openings.
• Supporting registered product set‑ups and onboarding credit within defined scope.
• Identifying opportunities for referrals and logging high‑quality member insights in CRM.

• High School Diploma (General).
• Post‑secondary education or diploma preferred.
• 1–2 years of experience in a Financial Services Representative role or comparable customer‑facing service environment.
• Experience handling cash and processing financial transactions.
• Demonstrated customer service and relationship‑building skills.
• Strong digital literacy with comfort navigating multiple systems and tools.

• Committed to reconciliation – You identify as Indigenous or are a dedicated ally motivated by advancing Indigenous prosperity.
• A problem solver – You have an analytical mind and can multi‑task to come up with solutions.
• A great communicator – You find it easy to get to know others and have great conversations.
• Ready for a challenge – You have a positive attitude and are able to work in a fast‑paced changing environment.
• A strong relationship builder – You find it easy to get to know others and build trust.

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.

This role offers a salary range of $30.68 to $34.11 per hour. Base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

A career at Vancity is more than just a job; you’re joining a tradition of change‑makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are…