Member Advice Center Specialist, Flexible location, East Coast Credit Union

East Coast Credit Union is seeking a Member Advice Centre (MAC) Specialist. This parttime
position can be located in either our Dartmouth, Antigonish or Port Hawkesbury locations. The
role is well suited for an individual with exceptional customer service experience seeking an
opportunity in a progressive and innovative organization.

East Coast Credit Union is a fullservice financial cooperative
organization that is deeply
committed to the communities in which we live and work. With 18 locations from Halifax to Cape
Breton and a virtual presence, we offer refreshingly honest banking and take pride in providing
an exceptional member experience.

Reporting to the Supervisor, Member Advice Centre,
you will be responsible for responding to
inquiries and delivering advice and solutions to existing and potential members via all virtual
channels including but not limited to telephone, email, live chat, SMS, website, and any future
technologies adopted by the Member Advice Centre.

You would…

Identify member needs, provide products and services based on their individual financial
needs and goals and refer member to the appropriate department.

Receive incoming calls and effectively manage digital and online inquiries; perform
outbound calls and support any sales and service initiatives as per established goals.

Recommend and process product and service solutions including but not limited to
deposit accounts, term deposits, registered products, card services, digital services,
Collabria Credit Cards, Matrixapproved overdrafts and preapproved lending products
within specified guidelines.

Identify trends in service recovery incidents and proactively recommend solutions to
avoid reoccurrences.

Assist the branch network in booking inperson and telephone appointments. Ensure
accurate member information and requests are recorded in the appointment scheduling

Champion the understanding and provide support, demonstrations and advice to
members using all virtual and selfserve channels.

Capture member feedback on virtual and digital services and escalate feedback to the
appropriate department. Provide recommendations on enhancements to online services.

Exhibit a team approach, provide project support and complete other duties as assigned.

You have…
Completed a certificate or diploma in Business or Marketing plus have a minimum of one
year sales and service experience, preferably in the financial industry and/or contact
centre environment; or equivalent combination of education and experience.

Superior customer service and business development skills.

Proven ability to achieve and exceed business/sales objectives.

An outgoing and selfmotivated nature with strong work ethics.

Demonstrated critical thinking and problemsolving skills

Superior communication and time management skills.

We Offer
Outstanding culture and opportunity to join an engaged and communityfocused team.

Tuition reimbursement, training and personal development.

Competitive compensation and benefits with performancebased 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.

Additional employee perks include but not limited to: wellness credit; reduced rates on
employee loans/mortgages and paid volunteer time.

How to apply…
If this sounds like an opportunity for you, please email your resume and cover letter in Microsoft
Word or pdf format to

Applications will be accepted until September 1, 2022.

Learn more about working with us here:

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.

We wish to thank applicants in advance; only candidates selected for an interview will be