Assistant Manager, Member Solutions & Support
Flexible Location, NS
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.
Reporting to the Senior Manager, Partnerships & Virtual Operations, the Assistant Manager, Member Solutions & Support leads the Virtual Branch’s escalation and second-level support functions, including Fraud and Business Services Support. The role oversees complex and sensitive member issues, ensuring excellent service, risk management, and regulatory compliance. As a key escalation point, the incumbent supports service recovery, fraud investigations, staff coaching, and continuous improvement through trend analysis, process enhancements, and cross-functional collaboration.
We offer…
- Outstanding culture and opportunity to join an engaged and community-focused team.
- Competitive compensation to commensurate with experience ($76,609.28 – 90,127.42 and benefits with performance-based incentives.
- 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.
- Tuition reimbursement, training, and personal development.
- Additional employee perks include but not limited to annual wellness credit; reduced rates on employee loans/mortgages and paid volunteer time.
You would…
- Lead, supervise, coach, and develop the Virtual Branch Specialists II team, ensuring exceptional member service, operational effectiveness, and alignment with organizational goals.
- Oversee performance management, quality assurance, employee development, scheduling, attendance, workload distribution, and staffing to maintain service standards and operational coverage.
- Foster a culture of accountability, collaboration, continuous learning, innovation, and member-focused service excellence.
- Lead the team responsible for serving as the first point of contact and triage function for fraud-related inquiries and business services requests.
- Provide guidance and oversight related to fraud indicators, risk assessment, escalation protocols, and member communication practices.
- Monitor trends and emerging risks to support proactive risk mitigation and service improvements.
- Oversee the Virtual Branch resolution function, including the management of the resolutions inbox, elevated member concerns, complex operational issues, and sensitive service matters.
- Act as the primary escalation point for high-risk, time-sensitive, or complex member interactions requiring advanced judgment and cross-functional coordination.
- Lead service recovery efforts, ensuring concerns are resolved professionally, consistently, and in a manner that balances member advocacy, risk management, and organizational objectives.
- Oversee investigations, call reviews, information gathering, and case management activities supporting Risk, Compliance, Fraud Prevention, and Quality Assurance functions.
- Ensure all inquiries, escalations, and investigations are managed in accordance with Credit Union policies, regulatory requirements, and risk management practices.
- Monitor and analyze member concerns, fraud-related inquiries, service recovery outcomes, operational issues, and team performance to identify trends, root causes, and opportunities for improvement.
- Recommend and implement enhancements to processes, workflows, training, tools, and service delivery practices to improve efficiency and reduce repeat issues.
- Collaborate with colleagues across Risk, Fraud Prevention, Compliance, Lending, Digital Operations, Business Services, and other departments to improve member outcomes and operational effectiveness.
You have…
- A Bachelor’s Degree in Business Administration or Commerce, coupled with five years of relevant experience, including at least two years in a supervisory role.
- Progressive financial services experience, including experience in member service, lending, fraud prevention, risk management, contact center, or branch operations. An equivalent combination of education and experience may be considered.
You are…
- Well versed in retail banking products, digital service delivery, fraud prevention, risk management, and regulatory requirements within a financial institution.
- Able to manage complex member concerns, service recovery situations, operational escalations, and sensitive issues using sound judgment and effective decision-making.
- An exceptional communicator, relationship-builder, and have strong conflict-resolution skills, with the ability to influence others and de-escalate challenging situations.
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.
Applications will be accepted until: June 23rd, 2026.
We wish to thank applicants in advance; only candidates selected for an interview will be contacted.
Please click the link below to apply for this or any of our other opportunities:
Careers - About Us | East Coast Credit Union (eastcoastcu.ca) (https://www.eastcoastcu.ca/Careers)
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] or by phone at 902.464.7107
