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COVID-19 at Coast
Coast Capital Savings is committed to the health and safety of our employees, member, and communities. With this commitment in mind, Coast Capital complies with all public health mandates (provincially and/or federally, as applicable) and has implemented various safety measures, including requiring all employees to be fully vaccinated against COVID-19, and making COVID vaccination a pre-condition to employment with Coast Capital. All successful applicants must provide acceptable evidence of full vaccination against COVID-19, before any contract of employment becomes final and binding, and before your start date can be set. 

Exceptions may apply where vaccination is not possible for medical or religious reasons that are protected under Canadian human rights laws.  Should successful applicants require a medical or religious accommodation related to vaccination please discuss whether an exception may apply with your Talent Acquisition Advisor.

At Coast Capital, we’re not dreaming about a better future, we’re building one.
As a member-owned cooperative, we’re helping our members with their real goals and real challenges so they can live the real life they want. It’s what we’ve been doing for over 80 years, and it’s why today we stand almost 600,000 members strong. Plus, we invest 10% of our budgeted profits back into our community – almost $90 million since 2000 alone – because when our members do well, we believe our communities should do well too.  

Manager - Banking, Advice Center

Nov 19, 2021

Company: Coast Capital Savings Federal Credit Union

Location: British Columbia (CA-BC), Surrey   

Job Type: Full Time 

 

Together, we help empower you to achieve what’s important in your life.

 

What’s the job?

 

The Manager, Financial Services ensures the successful operation of the multi-channel contact centre by leading the Financial Services Team to help members achieve what is important in their life. The Manager is responsible for leading their team to deliver both trusted member advice and a high level of service through the voice, email and social channels. The Manager is responsible for achieving sales, growth, profitability, efficiency and member satisfaction for not only their assigned team but in support of the entire contact centre’s Financial Services Team.

Through the leadership of the Member Banking Specialists (MBS’), the Manager contributes to the corporate targets on business growth, sales and distribution activities by deepening member relationships through general retail banking support. In addition, with other Contact Centre managers, this Manager also supports the contact centre operation through real-time management, productivity, quality and attendance. The Manager coaches and mentors his/her team to meet the business objectives and personal career goals, leading by example. As the Contact Centre operates on a seven-day shift, 12 hours per day, flexibility to work shifts of varying hours is mandatory as is meeting the work from home requirements. Although work from home is required in the short-term, options to work from an office location and/or continue to work from home in the medium to long-term are under review.

 

What you’ll get to do:

  • In conjunction with the Contact Centre Manager, be actively involved in the community to foster the image and reputation of Coast Capital Savings
  • Demonstrate commitment by actively contributing support and participation in new Corporate initiatives
  • Maintain effective Human Resources practices within the Team
  • Provide a work environment (virtual and/or on premise) that is supportive of the productivity and morale of staff
  • Effectively manage performance of the Team by conducting coaching sessions, performance evaluations, goal setting, career counseling, training, development, hiring, promotions, salary adjustments, transfers and disciplinary measures
  • Dynamically and visibly lead the Financial Services team virtually or on premise
  • Manage within approved FTE complement
  • Effectively manage controllable expenses
  • Assist with the development of contact centre business plans, operating plans and budgets
  • Consistently achieve and strive to exceed mutually agreed-upon operational and financial objectives for the Financial Services Team
  • Manage Contact Centre operations in absence of other Contact Centre Managers
  • Manage the relationship building process to ensure a consistent image in service delivery both externally to attract new customers and internally to retain and build on previously established relationships
  • Fulfillment and distribution initiatives to achieve Team and Corporate targets such as customer satisfaction and growth objectives
  • Manage the delivery of high quality customer service
  • Through effective coaching of staff within the Financial Service, market all credit union products and services to existing and perspective customers where appropriate on a consultative basis in order to achieve business unit sales targets (banking, insurance, wealth management, and other subsidiaries)

 

Who are we looking for?

  • A minimum of 4-6 years of experience on a financial services team with varying experience that includes but is not limited to retail banking. Demonstrated leadership aptitude. Knowledge of contact centre operational practices.
  • Mutual Funds License desired. Completion of post-secondary education, preferably a University Degree in a related discipline is preferred. Alternatively, varying combinations of education and experience will be considered.
  • Proficient knowledge in all relevant technology banking, contact centre and WFM systems. Demonstrated ability to trouble-shoot systems issues.
  • Intermediate knowledge of applicable word-processing and spreadsheet programs
  • Solid knowledge of all CCS products and services
  • Demonstrated consultative sales skills
  • Ability to effectively motivate and supervise employees in a remote and on premise environment
  • Ability to effectively multi-task and prioritize
  • Strong organizational skills
  • Ability to communicate well verbally and in writing
  • Ability to deal effectively and promptly with customer complaints

 

At Coast Capital, we value diversity, equity and inclusion. We’re not all the same and we like it that way. We don’t just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe, the more inclusive we are, the better our work will be.

Why join Coast Capital Savings?

Purpose is our North Star. We look at everything through our purpose. It informs the advice we provide our members, the experiences and products we create, and the programs we build to support our employees and communities.

Committed to inclusion and engagement. We have an ongoing focus on equity, diversity, and inclusion and routinely track how we’re doing, and what we need to do to keep improving. We foster a culture where everyone can feel safe to be who they really are and thrive.

A career that grows with you. We believe in developing our people and promoting from within. Many employees have spent decades, and sometimes their entire careers, with Coast Capital and have progressed from the frontlines to senior leadership.

Work where you’re most effective. In 2020 the world changed, and that includes how we work. In response to COVID-19 we launched myWork, which gives employees flexibility in where they work based on the nature of their role.

Benefits that flex to the needs of you and your family.  We offer comprehensive, customizable benefits for you and your family, so you can choose what fits best for you and your lifestyle.

Retirement options. We also take care of our employees once they retire. That’s why we offer the choice of a defined contribution or defined benefit pension plan or RSP’s.

Mortgage and auto financing benefits. Employees save thousands on their mortgages and auto loans with best-in-category benefits.

Real Recognition. We recognize excellence throughout the year, through an online community that lets employees give kudos and thanks throughout the year.  We’re human, which means we like to have fun with events, celebrations, and recognition throughout the year.

An award winning culture. We’re a Platinum member of Canada’s Best Managed Companies and are regularly recognized by Canada’s Most Admired Corporate Cultures and the BC Top Employers Awards.

We reinvest 10% back into the community. When we do well, our communities do well. That’s why since 2000 we’ve invested over $90 million into our member’s communities. 

Double your impact. Through our employee volunteer program, Coast Capital donates $10 for every hour you volunteer to a Canadian charity or non-profit of your choice.

D&I at Coast

At Coast Capital, we value diversity, equity and inclusion. We’re not all the same and we like it that way. We don’t just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Apply now »