Cardholder Care Agent (BCGEU)

Our Story & Purpose:

We’re Vancity, a member-owned credit union built on the principles of inclusion and social justice. Since 1946, our relentless commitment to these values has helped us challenge the status quo and break down barriers. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,300 diverse individuals, access competitive rewards and benefits, and be part of a greater movement - apply today! 

Your Role in Supporting Our Members:

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

What You’ll Bring to the Team:

• 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
  

You’ll Thrive Here If You Are:

• Member-Focused - Dedicated to delivering exceptional service and creating positive experiences for every interaction.
• Communicative - Able to explain information clearly, listen actively, and build trust with members and colleagues.
• Adaptable - Comfortable managing changing priorities in a fast-paced service environment.
• Solutions-Oriented - Skilled at analyzing situations, resolving problems, and identifying appropriate solutions.
• Accountable - Takes ownership of outcomes while maintaining quality, compliance, and service standards. 
  
  

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.  

 
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.

 

Why You’ll Love Working Here:

A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

• 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.

 
Vancity Talent Programs:

Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous, Black, or Trans. With special permission from the BC Human Rights Commissioner, this initiative provides access to career development opportunities, prioritized job screening, and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative, in line with the BC Personal Information Protection Act (PIPA). For details, please see our dedicated Talent Programs job posting.

At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.

We are also committed to an inclusive, barrier-free and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage), we encourage you to let us know by contacting our Talent Acquisition team at recruitment@vancity.com. We’re here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality, so you can participate fully in the process.