Virtual Member Relationship Manager

Are you a community-minded person that’s passionate about investing locally and giving back to your community? Do you like working with other awesome and like-minded people toward a common goal?

Here at Your Neighbourhood Credit Union (YNCU), we are all about putting our money where our mouth is and keeping our dollars local and investing back into our members, staff, and community; and we are looking for people like you to join our team.

The Role:
The Virtual Member Relationship Manager (MRM) is responsible for building new and lasting relationships with Your Neighbourhood Credit Union (YNCU) members.  They provide remote financial guidance, planning, and support to members through digital communication channels such as video conferencing, phone calls, email, and online financial platforms. This role includes developing personalized financial plans, offering investment and budgeting advice, and helping members achieve both short-term and long-term financial goals. The Virtual MRM delivers a member experience focused on sound advice that matters most to members through all financial stages of life.

• Establish and further a caring and exceptional service level to build and enhance member relationships and respond in a timely, professional, and effective manner
• Maintain regular communication and proactively engage with members through all virtual channels (ie. phone, chat, video, email, and mobile messaging, etc) to understand their financial needs, deliver personalized support, and recognize sales and referral opportunities
• Facilitate growth and generate revenue through achievement of objectives by increasing member acquisition and member engagement through successful product penetration and deepening member relationships
• Focus on member education, leveraging technology to deliver a memorable member experience, drive results, and retain business
• Build and maintain strong relationships with partners and Centers of Influence to make the most of business opportunities and referrals
• Market all of YNCU’s products and services, including mutual funds (if licensed), within clearly defined policies and procedures
• Based on effective listening and sound financial literacy, promote and advise on the full range of lending and investment vehicles with emphasis on consumer loans, mortgages, lines of credit, mutual funds (if licensed), deposit and investment vehicles, and sundry service
• Actively pursue membership growth opportunities and followup on referrals, business generating initiatives, and member inquiries
• Meet performance targets related to member satisfaction, service quality, productivity, and referral or sales goals
  Create and utilize a member contact strategy to ensure timely follow up and delivery of YNCU products and services
• Proactively take ownership of resolving and preventing member service issues
• Develop new sources of business by participating in ongoing call/contact programs, involvement in approved networking organizations, and by acting as an Ambassador of YNCU within the local community building strong relationship with business partners
• Work closely with Credential Financial Strategies Insurance Advisor and Wealth Consultants and Advisors to provide the highest level of quality service
• Responsible for making qualified referrals to the Wealth Management Team by uncovering opportunities through member inquiries or conversations
• Stay updated on market trends, economic conditions, financial products, and industry regulations
• Ensure data privacy and security when handling confidential financial information
• Abide by YNCU policies, procedures, standards, guidelines, and practice
• Work safely in accordance with YNCU's Health & Safety Policy, procedures and the Occupational Health and
• Safety Act as amended from time to time
• Other duties as assigned

This position is for an existing vacancy within our team.

What we are looking for

• Post-secondary diploma and/or certification in business, finance or a related program, or equivalent business experience
• Minimum four (4) years’ experience in financial services predominantly in retail branch operations
• Keen interest in the economic environment and financial trends
• Experience in financial advising, planning, or investment management
• Experience working in remote financial services or fintech environments
• Must be computer literate, have an effective working knowledge of Microsoft Office (Outlook Excel, Word) and a willingness and ability to learn and utilize YNCU’s banking system, applications, platforms, and emerging technologies
• Ability to work independently and manage multiple members
• Must have a valid Ontario driver’s license and reliable available vehicle
• Must be bondable

Why work at YNCU?

YNCU employees get to be a part of the growing credit union movement and help us get the word out on why banking locally is so important. We’re your friendly, helpful, and financially savvy neighbour who provides tailored financial services to our members, supports small businesses, creates local jobs, and gives back to causes that matter. Through our Good Neighbours Employee Volunteer Program and Monthly Staff Donation Draws, we even let you choose the causes we donate to and support. YNCU is recognized for the following:

• B Corp Certified
• Competitive Compensation, Incentive Programs and Benefits
• 37.5-hour work week
• 7% matching pension
• Benefits are 100% paid for by YNCU
• Wellness Initiatives including our Employee and Family Assistance Program, premium membership for Calm, Consult+, and LIFT Virtual Fitness
• Training and Development Opportunities
• Community Sponsored Events Employee and paid Volunteer opportunities
• Opportunities to get involved with fun and meaningful committees
• Free banking account
• Discounted Employee Rates

Salary range: $65,000 - $75,000

The compensation offered to the successful applicant for this role will be determined by the candidate’s relevant skills and experience and internal equity. More information about our total rewards package will be available during the hiring process.

YNCU strives to be a diverse workplace reflective of the communities that we live in. We are committed to a diverse workforce and invite everyone to apply. YNCU makes hiring decisions solely on qualifications, merit, and business needs at the time.

YNCU is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, gender, religion, sexual orientation, national origin, disability, pregnancy, or any other protected characteristic as outlined by national, provincial, or municipal laws. This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training.

Your Neighbourhood Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process. Please contact Human Resources at careers@yncu.com.