Member Experience Officer - Sen̓áḵw Village

Job Category  :
Service

Requisition Number  : MEMBE
007359

Full-Time

On-site

Rate: $30.68 CAD per hour

Locations
Showing 1 location

Description
About the Sen̓áḵw Branch
The Sen̓áḵw Village community branch represents a meaningful evolution in how Vancity delivers purpose-driven banking. Identified in our 2026 business plan and planned to open near the end of Q3 2026, it reflects our commitment to reconciliation, equity, and relationship‑based service, and will serve as the Centre of Indigenous Banking for the organization.

Located on Squamish Nation land, the branch enables First Nations members to receive tax‑exempt deposit interest and supports Nations who require financial relationships to be conducted on reserve – helping build trust, respect, and long‑term relationships with Indigenous communities.

The branch operates through a relationship‑based, high‑touch service model in a space intentionally designed to reflect Squamish Nation values.

Key Features

Pod‑based wickets  to support private and respectful member conversations

Bookable offices and flexible workstations  to enable staff mobility

A dedicated Elders Corner , offering a culturally respectful space for Indigenous Elders

A design grounded in Squamish Nation cultural attributes , creating a welcoming and respectful environment for members and staff

The branch serves Indigenous members, residents of Sen̓áḵw, and the broader public, with success measured not only by outcomes but by the trust built and long‑term community impact.

Your Role in Supporting Our Members
The Member Experience Officer (MEO) will be fluent in digital tools and guide members to deepen their awareness and use of Vancity’s digital services and promote adoption of these alternate channels. The MEO is fully functional in the traditional FSR sense and is also capable of administering some Account Manager functions.

The MEO will conduct basic member interviews to understand debts, expenses, and income streams, along with early financial planning advice. Addressing the gap in our operating model for channel fluidity and flexibility of our queue‑serving staff, the MEO will toggle between in‑branch line‑up, MSC/telephone queues, and member walk‑ins/appointments to administer duties as outlined above.

This is a  Full‑time, Permanent  role based at our  Sen̓áḵw Village Community Branch (Branch 75)  and will report directly to the Assistant Branch Manager.

How You'll Make an Impact

Perform member transactions in‑branch and through call center channels, leveraging multiple systems accurately and efficiently to provide a positive member experience

Effectively prioritize what channel members across the organization most need to be served in (keeping service standard more even between calls, in‑person line‑up, and financial advice appointments)

Onboard members to digital services/channels. Perform demonstrations of digital account opening and related product opening and accessing

Gather complete member information to both improve organizational data quality and improve our ability to communicate with and market to members digitally

Conduct basic Account Manager activities such as cashflow interviews, PAP and payroll set‑ups, account openings, registered account set‑ups, and onboarding credit

Uncover opportunities to refer to, and become excellent promoters of, other lines of business; therefore be the organization’s strongest logger of member insights in CRM and referrals to other roles across lines of business

Be constantly cycling the members through our business development framework offering the next‑best product and next‑best service for the member’s current situation and circumstances

What You’ll Bring to the Team

High School Diploma – General

Post‑Secondary Education/Diploma preferred

Experience in Financial Services Representative role preferred; any service sector experience beneficial

Skills:

Cash Handling, Customer Service, Relationship Building, Digitally Capable

You’ll Thrive Here If You Are

Committed to reconciliation and Indigenous prosperity  – You identify as Indigenous or are a dedicated ally, and are energized by contributing to a branch that leads Indigenous Banking across the…