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About the Role

As a Member Experiences Representative, you will join a team of highly engaged financial service professionals dedicated to providing an exceptional Member Experience. You will attend to Members with excellence, patience, and empathy, while positioning Meridian’s products and services to add value to their financial wellbeing. With a growth mindset, you are adaptive, resilient, resourceful, and creative, seeking and receptive to feedback for continuous improvement. As part of a collaborative team, you are highly engaged and communicate thoughts and ideas respectfully in an inclusive environment. You will take initiative and accountability, working with autonomy in a variety of support functions within the branch.

Responsibilities

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.
Develop goals with Manager that are clearly defined, measurable, and achievable, aligning 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.
Advocate for the branch, advance innovative thinking amongst the team, and promote 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.
Participate and lead branch activities in support of expanding the Member relationship and growing share of wallet, including our Digital Ambassador Program.
Deliver an exceptional Member experience and offer insights to continually grow our Member Experience.
Serve Members with excellence, demonstrating patience in difficult situations and empathy to Members’ perspectives.
Understand 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, providing qualified referrals based on 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.
Remove systemic barriers to exceptional Member Experience.
Embrace virtual technology platforms and leverage them to engage in impactful communication with Members.
Identify and contribute to the continuous enhancement of the Member Experience while leveraging Voice of Employee.
Resolve Member Concerns with autonomy, creating action plans to avoid future escalation.
Execute Retail strategies to ensure continued momentum across Meridian, including Omni Channel integration.
Champion and implement corporate strategies and programs for the branch.
Participate 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.
Plan, prepare, and deliver Meridian-hosted Community events.

Requirements

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 marketplace.
Member Experience focused, with the enthusiasm and tenacity to motivate self to meet and exceed goals and provide the right solutions.
Personally demonstrating that our Members are our highest priority.
Seize the initiative by anticipating needs and identifying opportunities to provide a higher level of service.
Engage in honest and transparent dialogue to develop mutual understanding, trust, and cultivate deeper relationships.
Continuously acquire the knowledge needed to do one’s job to the fullest, using internal or external resources and applying the knowledge productively.
Initiate opportunities for collaboration and maintain productive relationships to achieve shared goals.
Do the right thing by always acting with openness, honesty, and respect.
Nurture and support direct reports, identify strong team members, develop digital and analytical skills in direct reports.
Create and contribute to a positive team environment which encourages innovation, risk-taking, and learning; speed up team learning through sharing best practices; leverage the strengths and opportunities of the broader marketing team.
Sales oriented with previous experience in a front-line sales role or service-related industry.
Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working.
Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem-solving to make decisions.
Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.

Skills

Microsoft Power Platform
Generative AI productivity tools
Microsoft Copilot
Consultative skills
Virtual technology platforms
Sales
Service-related industry experience

Location

Morningside Branch, 797 Milner Ave., Unit #100 (Milner & Morningside), Scarborough, ON M1B 3C3

Work Type

In office
Full-time

Experience Level

Sales oriented with previous experience in a front-line sales role or service-related industry.

Education Level

High School diploma or relevant working experience

Salary/Compensations

CAD $45,000 – $49,900 annually

Benefits

Paid vacation time, and other time off
Employer-paid health benefits
Defined contribution pension matching
Financial benefits including free banking, and special rates on mortgages, lines of credits and more
Tuition reimbursement program
Unique rewards and recognition program
Inclusive and collaborative work environment
Training, tools, and technology
Opportunity to learn from diverse industry leaders

About the Company

Meridian is Ontario’s largest credit union and second largest in Canada, helping to grow the lives of its more than 360,000 Members.
Meridian has over 75 years of banking history and is 100% owned by its members.
With 89 retail branches and 15 Business Banking Centers across Ontario and $30B in assets under management, Meridian offers a broad range of financial products and services to its retail, business banking and wealth members.
With over 2000 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that it serves.
The plan is to build on momentum as Meridian delivers on its purpose - helping its members achieve their best life.

Equal Opportunity

Meridian is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported.
Dedicated to employing a workforce that reflects the diversity of the communities and Members in which it lives and serves.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.
Individuals with disabilities will be provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.