Job Title

Head Office Main St Head Office 200 Main St 6th floor Winnipeg, MB R3C1A8, CAN This position works in the Member Communication Centre (MCC) / Centre de communication des membres. Reporting to the Manager or Assistant Manager, Member Support, the Member Support Specialist I (MSS I) provides exceptional member service through multiple communication channels, including virtual and telecommunications with efficiency and accuracy. The MSS I actively engages with members to understand their financial needs, offering personalized solutions that support their long-term well-being. By addressing inquiries, resolving concerns, and identifying opportunities to enhance financial confidence, this role fosters strong member relationships while contributing to the organization''s success. This role supports Assiniboine Credit Union/ Caisse Assiniboine (ACU)s commitment to rural and agricultural communities, francophone services, values-based banking and ACUs triple bottom line accountability to people, planet, and prosperity. Responsibilities Proactively develop, retain, and grow member relationships by identifying needs through advicebased conversations and delivering tailored financial solutions that align with both short and longterm goals across multiple channels and refer quality opportunities to appropriate internal experts or partner channels when outside of scope. Champion a digitalfirst mindset by inspiring, educating, and empowering members to embrace digital solutions driving engagement and adoption through proactive selfserve advice. Consistently apply best practices to deliver efficient, effective, and confidential member interactions aligned with Service Standards and Contact Center KPIs. Accountable for achieving individual performance targets and collaborates to support team success, actively identifying opportunities and executing strategies to achieve and exceed goals, while collaborating with leaders to continuously refine approaches for success. Accountable to develop and maintain a working knowledge of ACU and Outlook Financial processes, procedures, and industry trends including competitor products and strategiesto ensure the consistent, highquality delivery of sales and service to members. Responsible to resolve member concerns using effective deescalation techniques, ensuring empathy, professionalism, and adherence to service standards while appropriately escalating complex matters. Accountable for identifying and recommending process improvements that enhance efficiency, optimise the member experience, and strengthen internal workflows. Consistently apply sound judgment and adhere to established credit union procedures, policies on internal control and risk management, when assessing and processing requests within assigned authorities. Participate in and execute strategic sales, service, marketing and organizational initiatives that strengthen member and community relationships and drive sustainable growth for the credit union. Demonstrates understanding and commitment of ACUs commitment to valuesbased banking, respectful workplace, and Diversity, equity and inclusion. Always maintain professional confidentiality and privacy. Responsible for compliance and risk management, through the execution of internal policies and procedures, always maintain ongoing compliance with regulatory and legislative requirements. Successful candidates must be able to work from Monday to Saturday during Member Communication Centre business hours. Qualifications The competencies for the position would typically be acquired by completion of a high school diploma plus a minimum 1 year to 3 years of demonstrated experience in a memberfocused, goaloriented environment, preferably within financial services. A combination of relevant experience and education will be considered. Key Occupational Skills Excellent customer/member service focused on understanding needs and providing support Strong verbal and written communication skills in both French and English; clear and professional Emotional intelligence to adapt style, show empathy, and manage interactions effectively Resultsdriven with ability to meet or exceed goals Strong problemsolving and critical thinking skills Works independently with strong selfmanagement Efficient multitasking in fastpaced environments with attention to detail Proficient with computers and multiple software/communication tools Aboveaverage typing speed and accuracy for efficient documentation WHO WE ARE? As a Certified B Corporation and one of Manitobas Top Employers (2024), the culture of Assiniboine Credit Union is supportive of the individual while focused on the greater community. Youll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community. Choosing to work at Assiniboine Credit Union means that youll be working for an organization that: puts people, planet and prosperity first, values diversity and inclusion, is committed to serving its urban, rural, agricultural, and Francophone communities, is focused on social and environmental responsibility, supports employees through training programs and longterm career development, offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits. If doing things differently and doing more is part of who you are, join us on a rewarding journey where your personal aspirations and career goals can align. If you are interested in applying for this position, please submit your application by Monday, May 4, 2026 at 4:00 pm CST. We thank everyone who applies, but only candidates selected for an interview will be contacted. We are committed to workforce diversity and actively recruit people with diverse backgrounds, experiences, and perspectives reflecting the community in which we live and work. Applicants may request reasonable accommodation related to the materials and activities used throughout the selection process. #J-18808-Ljbffr