[Hiring] Cardholder Care Agent @Vancity

Role Description

As a Cardholder Care Agent , you'll be the primary point of contact for cardholders, delivering exceptional service and financial solutions through a variety of channels. You'll handle inbound and outbound member interactions, resolve card-related inquiries, provide expert guidance on products and services, and help members confidently manage their financial needs. We're looking for a service-oriented professional who thrives in a fast-paced environment, enjoys solving problems, and is passionate about creating positive member experiences.

This is a Full-time, Permanent role based remotely and will report directly to the Team Manager, Cardholder Care . While working remotely, team members are expected to participate in scheduled meetings, training sessions, and business activities as required.

How You'll Make an Impact

• Handling inbound and outbound member and cardholder contacts through phone, email, and other service channels.
• Resolving card-related inquiries, account concerns, and service requests while meeting established quality standards.
• Delivering exceptional member experiences by identifying needs and providing appropriate product and service information.
• Achieving established sales and service objectives through meaningful member conversations.
• Explaining policies, procedures, products, and services in a clear and professional manner.
• Navigating multiple systems, tools, and resources to accurately process requests and document interactions.
• Collaborating with internal teams to resolve complex issues and ensure timely member support.
• Maintaining compliance with organizational policies, procedures, and regulatory requirements.
• Contributing to continuous improvement initiatives that enhance member experience and operational effectiveness.
• Supporting a positive, respectful, and member-focused team environment.

Qualifications

• High school diploma or equivalent required; post-secondary education in Business Administration, Commerce, or a related discipline preferred.
• Minimum 1 to 3 years of customer service or contact centre experience, preferably in financial services.
• Experience handling high-volume inbound and outbound customer interactions.
• Strong communication and interpersonal skills with the ability to explain policies, procedures, and product information effectively.
• Solid knowledge of customer service practices and relationship-building techniques.
• Experience working with multiple systems, applications, and technology platforms simultaneously.
• Ability to meet service, performance, and quality objectives while maintaining attention to detail.
• Strong problem-solving skills and the ability to resolve inquiries independently while knowing when to escalate issues.
• Proficiency in Microsoft Office applications and customer relationship management systems.
• Commitment to continuous learning and professional development.

Extra Skills That Set You Apart

• Experience supporting credit card, payment card, or banking products.
• Previous experience working in a credit union or financial institution.
• Bilingual language skills that support servicing diverse member communities.

What You’ll Earn

This role offers a salary range of $27.21 to $33.61 per hour. The base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

Benefits

• Living Wage Employer: We’re the largest private-sector Living Wage Employer in Canada and consistently ranked among Canada’s Top Employers.
• Customizable Benefits: Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.
• Generous Vacation: New employees start with 3-4 weeks of vacation per year, with additional days earned over time.
• Extra Stat Holidays: In addition to BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness.
• Immediate Health Coverage: Health and dental benefits begin on your hire date, with three levels of coverage to choose from.
• Defined Benefit Pension: Our retirement plan provides a guaranteed income for life, recognizing that retirement looks different for everyone.