Who we are:
At Meridian, we’re committed to providing Canadians with exceptional banking, features, services, security, and advice so they can get everything they want from their money, and their lives. We are Ontario’s largest credit union and the second largest in Canada, with over 350,000 Members.
Credit unions are not-for-profit, and more focused on community. At Meridian, our Members are owners - that means that any profit we make goes right back into improving our products and services and innovating new ways to enhance our Members' lives.
Meridian’s dedication to helping Canadians goes beyond banking. Thriving communities are essential to the individual well-being of our Members and the overall well-being of Canadians. That’s why we invest portions of our profits in financial literacy, local community organizations, environmental initiatives, co-op programs, and more. We also match our employees' donations and empower them to get more involved in volunteering.
About this role:
As our Member Experience Representative, you will be joining a team of highly engaged financial service professionals who are dedicated to providing an exceptional Member Experience. In this role we will rely on you to attend to our Members with excellence, patience and empathy. While positioning Meridian’s products and services to add value to our Members financial wellbeing.
With your growth mindset you are adaptive, resilient, resourceful and creative. Seeking and receptive to feedback to continuously improve and learning from successes and mistakes. As part of our collaborative team, you are highly engaged and communicate thoughts and ideas in a respectful environment. We value diversity of thoughts and promote inclusion. As you take initiative and accountability you are joining a team that provides autonomy to get things done and will be accountable for a variety of support functions within the branch.
Must have a passion for Member Experience, ensuring that Meridian maintains its tradition of exceeding Member expectations and “Bringing the Member Experience to life”.
The Member Experience Representative will work alongside and align financial strategies and activities to support Meridian’s internal business partners – Wealth, Small Business, Mobile Mortgage Specialists to ensure value added delivery of Member centric products/solutions.
This role is ideal for individuals who are driven by delivering an exceptional Member Experience and thrive within the changing landscape of the financial services industry.
What you’ll do:
Part of an engaged team that is aligned to key business drivers and delivering on outcomes.
Is Highly Engaged
Demonstrates empathy with colleagues
Communicates thoughts and ideas openly
Respects others and their opinions/ideas
Values diversity of thought and promotes inclusion
Be a highly engaged team player working co-operatively with your peers within the branch and across Meridian including corporate office and other Member Experience partners.
Develop goals with Manager that are clearly defined, measurable and achievable, and align them to business unit and strategic priorities for Meridian
Actively participate and support the team in the planning process, assisting with implementation and providing feedback.
Continued individual learning and development to align with Meridian core competencies and values while delivering on action plans aligned with Employee Engagement results.
Advocates for the branch, advances innovative thinking amongst team, and promotes an entrepreneurial growth mindset.
Act as a trusted partner to build, develop and maintain internal relationships within the Member Experience teams and cross-functional departments, to ensure alignment for achievement of Meridian’s Retail Experience goals.
Participates and leads branch activities in support of expanding the Member relationship and growing share of wallet including our Digital Ambassador Program
Delivers an exceptional Member experience and offers insights to continually grow our Member Experience.
Serves Members with excellence
Demonstrates patience in difficult situations
Shows empathy to Members’ perspectives
Understands how Meridian’s products and services can add value to our Members
Provide a superior Member experience through the identification and promotion of products and services. Where appropriate provide qualified referrals based on the needs identified through proactive probing.
Ensure proper due diligence by posting all transactions accurately and timely
Take responsibility to ensure accuracy and completeness of all work.
Maintain discretion and confidentiality to respect Members privacy.
Identify and fulfill Member requests and identify opportunities to grow the relationship.
Demonstrates excellent listening and strong consultative skills.
Removes systemic barriers to exceptional Member Experience.
Embraces virtual technology platforms and leverages them to engage in impactful communication with Members
Identify and contributes to the continuous enhancement of the Member Experience while leveraging Voice of Employee.
With autonomy to resolve Member Concerns- look to create action plans to avoid escalation in the future.
Establishing a compelling vision and executes on strategy.
Takes initiative and accountability – knows what needs to get done
Knows the business and their function deeply
Understands their role in the organization
Develops cross functional relationships
Working with the Branch leadership, execute Retail strategies to ensure continued momentum across Meridian including Omni Channel integration.
Works with the Branch leadership, to champion and implement corporate strategies and programs for the branch.
Participating in the development and implementation of branch business plans.
Participate and execute with the team our Community engagement plan
Promote Meridian Credit Union in your community by participating in and being involved in community activities or events while demonstrating the Company Values
Support local community organizations and activities through Business Development and Good Neighbour Program. Planning, preparation and delivery of Meridian hosted Community events.
What you can bring to Meridian:
Sales oriented with previous experience in a front-line sales role or service-related industry.
High School diploma or relevant working experience
Flexible to work all scheduled hours which include evenings and weekends
Strong knowledge of computer systems.
Ability to make decisions, act decisively and provide friendly and personable service.
Strong negotiation, interpersonal, written and oral communications skills. Must be able to mitigate and resolve Member Concerns.
Effective organizational time management, and problem-solving skills; ability to grasp concepts and processes quickly; demonstrated ability to partner and influence.
Embraces virtual technology platforms for use with both Member and Meridian partners
Ability to collaborate with leadership to develop plans and recommendations that support the achievement of Meridian’s strategic objectives.
Proven track record of bringing new ideas forward, while staying on top of trends in the market place.
Member Experience focused, with the enthusiasm and tenacity to motivate self to meet and exceed goals and provide the right solutions.
Experience the difference at Meridian: What’s in it for you?
Opportunity to work within, create, and drive a culture of growth and innovation.
Inspire a positive work environment and help champion quality service, innovation, teamwork to assist our Members.
Learn voraciously, stretch you and your team’s thinking, share your knowledge and educate others!
Cultivate winning relationships & building trust
Share our commitment to productivity, effectiveness and operational efficiency.
Be an agent of change, help others to embrace it and watch amazing things happen!
Help your community through a variety of outreach programs!
Experience the Difference!
Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.
Please note that due to the volume of applications, only those under consideration will be contacted for an interview.
Thank you for your interest in Meridian Credit Union.
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