Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

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 our Members with excellence, patience, and empathy, while positioning Meridian’s products and services to add value to our Members' financial wellbeing. With a growth mindset, you are adaptive, resilient, resourceful, and creative, seeking and receptive to feedback for continuous improvement. You will be a highly engaged team player, communicating thoughts and ideas in a respectful environment that values diversity of thought and promotes inclusion. You will take initiative and accountability, working with autonomy to get things done and be responsible for a variety of support functions within the branch. You must have a passion for Member Experience, ensuring 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.

Responsibilities

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.
Provide 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.
Demonstrate excellent listening and strong consultative skills.
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.
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.
Collaborate with leadership to develop plans and recommendations that support the achievement of Meridian’s strategic objectives.
Work with Branch leadership to execute Retail strategies to ensure continued momentum across Meridian, including Omni Channel integration.
Work with Branch leadership to champion and implement corporate strategies and programs for the branch.
Participate in the development and implementation of branch business plans.
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.
Continue individual learning and development to align with Meridian core competencies and values while delivering on action plans aligned with Employee Engagement results.
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 in and lead branch activities in support of expanding the Member relationship and growing share of wallet, including our Digital Ambassador Program.

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.
Embrace virtual technology platforms for use with both Member and Meridian partners.
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.
Sales oriented with previous experience in a front-line sales role or service-related industry.
Internal candidates are being considered as part of our standard process.

Skills

Member Focus - Personally demonstrating that our Members are our highest priority.
Proactive - Seize the initiative by anticipating needs and identifying opportunities to provide a higher level of service.
Open Communication - Engaging in honest and transparent dialogue to develop mutual understanding, trust, and cultivate deeper relationships.
Business Savvy - Continuously acquiring the knowledge needed to do one’s job to the fullest, using internal or external resources and applying the knowledge productively.
Partner Orientation - Initiates opportunities for collaboration and maintains productive relationships to achieve shared goals.
Integrity - Doing the right thing by always acting with openness, honesty, and respect.
Talent Developer: nurtures and supports direct reports, identifies strong team members, develops digital and analytical skills in direct reports.
Creates a Supportive and Positive Team Environment: creates and contributes to a positive team environment which encourages innovation, risk taking, and learning; speeds up team learning through sharing best practices; leverages the strengths and opportunities of the broader marketing team.
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.

Location

1-37 William Kitchen Rd, Scarborough, ON, M1P 5B7

Work Type

In office

Experience Level

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 – $54,000 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 that encourages creativity, curiosity, and celebrates success.
Right training, tools and technology needed to delight our Members.
Opportunity to learn from diverse industry leaders.

About the Company

At Meridian, our aspiration is to integrate our purpose into everything we do for people, the planet, and communities.
We believe that our greatest opportunity is to create opportunity and meet people where they are.
Our vision is to be recognized as the financial institution that has the most local impact, supported by a purposeful value proposition to our Members.
We have a passion for ensuring we maintain our tradition of exceeding Member expectations and helping them achieve their best lives.
We deliver advice-based banking while providing tools that reduce complexity, offering the right information, and motivating our Members to reach their overall financial goals.
Our Retail teams work alongside our partners in Wealth, Small Business, and Mobile Mortgage Specialists to support our Members' holistic financial growth.
Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 360,000 Members.
Meridian has more than 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 we serve.
Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.
We see talent as a catalyst for sustainable growth, community impact, and future-readiness.
As the financial landscape evolves, we’re looking for team members who bring embedding & leveraging technology, critical thinking, data driven insights, and curiosity & flexibility.

Equal Opportunity

Meridian is 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.
We will ensure that individuals with disabilities are 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.
Please contact us to request accommodation.