About Company
Coast Capital Savings is Canada’s largest credit union, driven by a purpose to “help you make the most of your money, so you can make the most of your life.” With a strong presence across British Columbia, we offer a full range of banking, investment, and insurance services. We are a member-owned organization, meaning our focus is on building financial well-being for our members and communities, rather than maximizing shareholder profits. Our commitment to innovation, community involvement, and fostering a supportive work environment makes us a unique and rewarding place to build your career. We believe in providing our team members with the tools and flexibility they need to succeed, and our remote work options reflect our dedication to modern work-life integration. Join a team where your contributions directly impact the financial health and happiness of our members.
Job Description
This role is for a dedicated and empathetic Customer Service Agent to join our dynamic Remote Team, serving members across British Columbia from the comfort of your home office in the Langley area. As a vital first point of contact, you will be instrumental in providing exceptional service, support, and guidance to our members via phone, email, and chat. This isn’t just about answering questions; it’s about building relationships, understanding individual financial needs, and empowering members to make informed decisions about their money. You’ll navigate a variety of inquiries, from account management and transaction assistance to explaining product features, troubleshooting online banking issues, and resolving complex concerns with patience and professionalism. We’re looking for someone who thrives in a fast-paced environment, possesses a natural ability to connect with people, and is passionate about delivering solutions that truly make a difference. Leveraging our state-of-the-art communication tools and comprehensive training, you’ll become a trusted advisor, ensuring every member interaction is positive, productive, and reflective of Coast Capital Savings’ commitment to excellence. This remote position offers the flexibility of working from home while remaining an integral part of a collaborative team, with regular virtual check-ins, ongoing professional development opportunities, and access to resources designed to support your growth and success within the financial industry. If you’re eager to embark on a meaningful career where you can help people achieve their financial goals and contribute to a purpose-driven organization that values its employees and community, we encourage you to apply.
Key Responsibilities
- Serve as the primary point of contact for members, providing exceptional service via phone, email, and chat.
- Address member inquiries, resolve issues, and provide information regarding accounts, products, and services.
- Assist members with online banking, mobile app navigation, and other digital service platforms.
- Identify member needs and proactively offer relevant solutions or escalate complex issues to appropriate departments.
- Maintain accurate records of member interactions and transactions in our CRM system.
- Adhere to all compliance, regulatory, and internal policy requirements.
- Collaborate with team members and other departments to ensure seamless member experience.
- Participate in ongoing training and development to stay current on product knowledge and service best practices.
- Contribute to a positive and supportive remote team environment through effective communication and teamwork.
Required Skills
- Minimum 1 year of experience in a customer service role, preferably in a contact center environment.
- Excellent verbal and written communication skills in English.
- Strong active listening skills and empathy.
- Proficiency with computers, CRM software, and the ability to learn new technologies quickly.
- Proven problem-solving abilities and a solution-oriented mindset.
- Ability to work independently and manage time effectively in a remote setting.
- A dedicated, quiet home workspace with reliable high-speed internet connection.
Preferred Qualifications
- Experience in the financial services or banking industry.
- Familiarity with financial products and services.
- Bilingualism (e.g., English and Mandarin/Cantonese or other in-demand languages).
- Post-secondary education in business, finance, or a related field.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision benefits.
- Generous paid time off and flexible work arrangements.
- Robust pension plan and retirement savings options.
- Opportunities for professional development and career growth.
- Employee assistance program for mental and physical well-being.
- Remote work setup support and resources.
- A supportive and inclusive company culture focused on member and employee success.
How to Apply
If you are ready to make a significant impact and grow your career with a leading credit union, we invite you to apply. Please click on the application link below to submit your resume and cover letter. We thank all applicants for their interest, however, only those selected for an interview will be contacted.