Member Experience and Complaints Specialist - 18 Month Contract at Prospera Credit Union

Surrey, British Columbia, Canada -

Full Time

Start Date

Immediate

Expiry Date

16 Jun, 26

Salary

67500.0

Posted On

18 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Handling, Process Implementation, Documentation, Escalation Management, Record Keeping, Regulatory Reporting, Root Cause Analysis, Change Management, Process Improvement, Standard Operating Procedures, Data Analysis, Performance Monitoring, Communication, Organizational Skills, MS Excel, MS PowerPoint

Industry

Financial Services

Description

Built on nearly 80 years of service in local communities, Prospera Credit Union is a community-based, purpose-driven organization that offers a full range of financial products and services. Prospera is one of the largest credit unions in British Columbia, with approximately $9.3 billion in assets and 120,000 members. With 24 branches, Prospera is proud to serve communities throughout the Lower Mainland, Fraser Valley and Okanagan. It’s our vision to help build vibrant, healthy communities, thriving local enterprises and financially empowered people. What you’ll do: * Implement and oversee complaint handling processes where system automation is limited. * Review complaints handled by frontline teams to ensure proper documentation, timelines, and escalation requirements are met. * Investigate and resolve escalated complaints, including direct member contact. * Coordinate complaint intake, maintain accurate records in the database, and gather all required documentation. * Liaise with advice center teams and other stakeholders to prepare complete complaint files for review and analysis. * Prepare quarterly complaint reports that meet federal regulatory (FCAC) standards and reporting requirements. * Analyze complaint data to identify systemic issues, emerging risks, and areas for process improvement through root cause analysis. * Assist in compiling documentation for regulatory or supervisory inquiries, ensuring compliance with relevant standards. * Support the transition and implementation of systems, including moving from manual or legacy processes to new digital solutions * Identify process bottlenecks, errors, redundancies, and opportunities to improve efficiency, accuracy, and complaint handling practices. * Develop and maintain Standard Operating Procedures (SOPs) for new workflows, and support training initiatives, including branch roadshows and continuous check-ins. * Use data-driven analysis and metrics to monitor performance, inform decision-making, and enhance operational practices. * Contribute to strengthening complaint governance and the overall member experience through process optimization and system improvements. * Work independently in a structured, process-driven environment while collaborating effectively across teams as required. * Communicate clearly and professionally with members, internal stakeholders, and regulatory contacts. * Provide insights from complaint trends to inform leadership decisions and support continuous improvement initiatives. What you bring: * University degree preferred. * Minimum of 5 years of experience in financial services, banking, or credit unions. * Experience in complaint handling, compliance oversight, risk management, or quality assurance is considered an asset. * Knowledge in the FCAC regulatory requirements and interpretations and industry specific laws. * Strategic thinking and change management as an asset. * Strong attention to detail and ability to follow regulatory guidelines closely * Advanced analytical skills, including expertise with database analysis and statistical software tools, and applied knowledge of statistical or data mining techniques. * Excellent written and verbal communication skills, with confidence interacting directly with members. * Ability to work independently in a structured, process-driven environment, while collaborating effectively with cross-functional teams when required. * Strong organizational skills, with a proven ability to prioritize and manage multiple tasks in a fast-paced environment. * Advanced proficiency with MS Office applications, specifically MS Excel and PowerPoint. What we offer: * Prospera offers a total compensation package of base salary plus incentives that is market competitive and reviewed annually. Our expected starting pay rate for this role is $60,750 to $67,500 based on the successful candidate’s knowledge, experience and internal equity. * Flexible Work Program for some of our roles – ask us! * Flexible Benefits Program – pick and choose what works best for you. * Defined Contribution Retirement Plan – let’s start saving and keep your future in mind. * Vacation, Wellness and “Prosperian” pay – paid time off to support your overall well-being. * Professional development – come grow your career and develop your skills. * A supportive, collaborative work environment- we’re proud to be a Great Place to Work certified organization. Please Note: The successful candidate will be required to complete a background check which include criminal, credit, and reference checks. Diversity, Equity & Inclusive Hiring Process At Prospera, together, we build vibrant and healthy communities by leveraging our unique backgrounds, talents, and perspectives to create a workplace where everyone can thrive. Diversity, equity, and inclusion are at the heart of everything we do, and we are committed to a continuous journey to ensure every employee feels valued and empowered. We follow a fair and equitable hiring process to ensure all candidates are considered based on their skills, experience, and potential. When you join Prospera, you’re not just taking a job—you’re becoming part of a team that celebrates individuality and works collectively to make a positive impact. At Prospera, we believe you belong here. We’re committed to ensuring an accessible and obstacle-free hiring process. If you need accommodations at any stage, contact talentattraction@prospera.ca. All requests are handled with respect and confidentiality.

Responsibilities

This role involves implementing and overseeing complaint handling processes, reviewing frontline team actions, and investigating and resolving escalated member complaints through direct contact. The specialist will also be responsible for coordinating complaint intake, maintaining accurate records, and preparing quarterly reports meeting federal regulatory standards.