Virtual Branch Specialist

Are you ready for a new career journey at Nova Scotia's largest credit union? Join our dedicated team at East Coast Credit Union, where commitment to community, member satisfaction, and financial excellence are the foundation of everything we do.

East Coast Credit Union is a community-driven financial institution committed to a better banking model. A credit union is like a bank in many ways, but with cooperative ownership and special focus on people, not profits. We redefine the definition of local and bring Nova Scotians from many regions together with honest lending, savings, and investment products. Be part of an organization committed to fostering growth and empowering individuals on our team and in our East Coast community.

East Coast Credit Union is seeking a Full-Time Virtual Branch Specialist at a flexible location across Nova Scotia. The role is well suited for an individual with exceptional customer service experience seeking an opportunity in a progressive and innovative organization. The successful applicant must be able to work days and evenings as required.

Reporting to the Assistant Manager, Virtual Branch you will be responsible for responding to inquiries and delivering advice and solutions to existing and potential members via all virtual channels including but not limited to telephone, email, live chat, SMS, website, and any future technologies adopted by the Member Advice Centre.

We Offer…

• Outstanding culture and opportunity to join an engaged and community-focused
• Tuition reimbursement, training and personal
• Competitive compensation ($52,132.28 – $61,332.67) and benefits with performance-based
• Generous benefit package including a Flexible Health and Dental Plan (paid 100% by employer) and up to 9% contribution with employer match in the Defined Contribution Pension Plan.
• Additional employee perks include but not limited to: wellness credit; reduced rates on employee loans/mortgages and paid volunteer time.

You would…

• Identify member needs, provide products and services based on their individual financial needs and goals and refer member to the appropriate department.
• Receive incoming calls and effectively manage digital and online inquiries; perform outbound calls and support any sales and service initiatives as per established goals.
• Recommend and process product and service solutions including but not limited to deposit accounts, term deposits, registered products, card services, digital services, Collabria Credit Cards, Matrix-approved overdrafts and pre-approved lending products within specified guidelines.
• Identify trends in service recovery incidents and proactively recommend solutions to avoid reoccurrences.
• Assist the branch network in booking in-person and telephone appointments. Ensure accurate member information and requests are recorded in the appointment scheduling software.
• Champion the understanding and provide support, demonstrations and advice to members using all virtual and self-serve channels.
• Capture member feedback on virtual and digital services and escalate feedback to the appropriate department. Provide recommendations on enhancements to online services.
• Exhibit a team approach, provide project support and complete other duties as assigned.

You have…

• Completed a certificate or diploma in Business (or other relevant academic experience).
• A minimum of 1-year sales and service experience, preferably in the financial industry and/or contact centre environment.
• Superior customer service and business development skills.
• French language proficiency (considered an asset.)

You are…

• Passionate about providing exceptional customer service.
• Able to achieve and exceed business/sales objectives.
• Self-motivated with a strong work ethic.
• A critical thinker with problem-solving skills.
• Accurate and have a high attention to detail.
• A great communicator with time management skills.

Applications will be accepted until November 30th, 2026.

Please note that all offers of employment are conditional upon the acceptance of an Individual Fidelity Bond Application which includes a criminal check and a credit check.

Don’t meet every single requirement? At East Coast Credit Union, we believe everyone has potential. If you are excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this role or other opportunities we may have.

We wish to thank applicants in advance; only candidates selected for an interview will be contacted.

Careers - About Us | East Coast Credit Union (eastcoastcu.ca)

At East Coast Credit Union, we are passionate about creating a diverse, equitable, and inclusive workplace and believe a diversity of perspectives, experiences and backgrounds benefit our employees, our members, and our communities.

East Coast Credit Union is committed to providing access, equal opportunity, and accommodation for individuals with disabilities. To request accommodation, please contact Human Resources by email at [email protected]