Member Service Centre Team Lead

In partnership with the Member Service Centre management team, the Team Lead is committed to driving smart growth, tracking progress against desired outcomes and championing the team-operating model with the primary focus of obtaining and deepening member relationships. Through daily interactions with members and the team, models how to build long lasting and trusted advisor relationships and resolve member concerns and issues as the primary point of contact for all member concerns and escalations.

The Team Lead acts as a change leader for the team and keeps the team focused on driving smart growth and delivering on the credit union’s Vision and Purpose during the natural course of business changes and shifting priorities. The Team Lead promotes member-centric innovation and leads with courage by asking questions that trigger a new or different way of thinking and respectfully challenging the status quo and by sharing ideas for an improved member experience or process.

What you’ll do:

• The primary responsibility of the Member Service Centre team lead is to manage our internal management line available to team members to gain support on process or policy related questions, gain approvals where required, or escalate members who require management intervention. The team lead is responsible for de-escalating complaints, handling complex member inquiries and supporting the team with issue resolution as the first point of contact.

• Be an active member of the Member Service Centre team who takes part in handling inbound calls, outbound calls and email/click to chat support where needed.

• Model, coach and support effective referrals across lines of business and mobile appointments, delivering on our commitment to leverage our integrated team specialists to provide proactive advice and personalized solutions to members. ·

• Coach to enhance skills and competencies, shares knowledge and insights and has courageous conversations to deliver results and an improved member experience. Provide formal coaching support in the absence of the assistant manager team to ensure consistency of coaching cadence.

• Consistently follow established daily practices to set the tone and purpose for the day/week ahead; shares success stories, reflects on end-of-day performance against objectives and energizes the team. In partnership with the Member Service Centre management team, consistently meets with the team on an individual and team basis to develop plans to provide proactive advice and help to members.

• Follow established policies and procedures and the compliance framework to safeguard our members and Prospera Credit Union. Uses good judgement to provide win-win solutions for members and the credit union. · Acts as the first level of escalation for complex member inquiries and resolves problems in an effective manner.

• Act as the backup coverage for Business Continuity Events when the Member Service Centre management team is unavailable.

• Acts as a subject matter expert for the Customer Service Specialist team and provides high-level support to lending team.

• Train and mentor new and existing staff in the Member Service Centre by providing skill and observational coaching in addition to assisting with new team member onboarding.

• Identifies skill gaps within the team and suggests or compiles resources to enhance skills on training areas proactively.

• Monitor Member Service Centre software to ensure service levels are met and provides daily update to Member Service Centre Management on queue servicing and trends.

• Assist in the scheduling of the Member Service Centre team including submission of attendance.

• Evaluate calls using our call quality expectations and take part in the calibration of call quality scoring with Management team.

What you bring:

• Completion of Grade 12 or GED
• 3 plus years of experience in the financial services industry
• Demonstrated ability to handle and de-escalate complex member concerns and inquiries
• Resilience with an ability to keep focused through business changes
• Strong knowledge of daily banking, lending and investment products and services
• Developing knowledge of wealth management and protection products
• Developing financial services business acumen
• Developing small and medium enterprise business acumen
• Well-developed organizational skills with the ability to delegate
• Well-developed communication and relationship building skills
• Well-developed knowledge of consumer lending products and underwriting.

What we offer:

• Prospera offers a total compensation package of base salary plus incentives that is market competitive and reviewed annually. Our expected starting salary for this role is $72,000 to $88,000 per annum based on the successful candidate’s knowledge, experience and internal equity.
• Flexible Work Program for some of our 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 Personal 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.

Diversity, Equity & Inclusive Hiring Process:

At Prospera, together, 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 to ensure every employee feels valued and empowered. We follow a fair and equitable hiring process to ensure all candidates are considered 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.

At Prospera, we believe you belong here. We’re committed to ensuring an accessible and obstacle-free hiring process. If you need accommodations at any stage, contact [email protected]. All requests are handled with respect and confidentiality.

Please Note: The successful candidate will be required to complete a background check which include criminal, credit, and reference checks.