Member Contact Operations Analyst (12-Month Contract)

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 Member Contact Operations Analyst, you will play a key role in enabling the development of optimized business results through data-driven insights. You will define and translate business needs into actionable requirements, develop operational reports using real-time and historical data, and collaborate with stakeholders to deliver solutions that enhance member experience. We’re looking for a detail-oriented, analytical thinker who thrives in a fast-paced environment and is passionate about leveraging technology to improve processes. Experience in Genesys Cloud admin will be integral for success in this role. 

This is a Full-time, Temporary role based at our Surrey Central Office or from your B.C based home office under remote working arrangements, and will report directly to the Team Manager, Member Contact Operations. While this position provides a hybrid work arrangement, you will be expected to be on-site for events and business demands.

How You’ll Make an Impact:

• Defining, analyzing and interpreting business needs into clear business requirements, user stories, and process models
• Developing cross-functional reports using data from multiple sources to meet business needs
• Identifying process or access changes required and communicating these to stakeholders
• Collaborating with end users to create new or enhance existing report templates in conjunction with IT teams
• Contributing to project deliverables in both agile and waterfall methodologies
• Supporting design, build, test, training, and deployment phases of projects
• Creating and maintaining documentation for reporting processes and actively managed documents
• Managing end-user profiles and permissions on Genesys reporting platforms
• Support Genesys Cloud admin, with an emphasis on A3S, Snowflake, App Foundry, Kibana etc.

What You’ll Bring to the Team:

• At least 2 years of post-secondary education in a relevant field (e.g Database Admin, Data Analytics, Data Science)
• Minimum 2+ years of experience in a contact center environment
• 1+ year back-end administrative experience with Genesys Cloud Platform
• Minimum 1+ year of experience with Database Management Systems (e.g., Power BI, SQL)
• Strong analytical and problem-solving skills with attention to detail
• Self-driven persistence in conducting deep data analysis to gain a comprehensive understanding, uncover insights, and resolve discrepancies.
• Ability to communicate effectively and translate business requirements into technical specifications

Extra Skills That Set You Apart:

• Experience providing technical guidance or acting as a subject matter expert
• Familiarity with agile and waterfall project methodologies
• Creativity in developing reporting solutions and improving processes

You’ll Thrive Here If You Are:

• An Analyzer & Problem Solver – Skilled at detecting anomalies and resolving discrepancies.
• Solutions-focused & Process-oriented – Confident in decision-making and improving tools and processes.
• A Communicator with Influence – Able to present data effectively and collaborate with stakeholders.
• Self-starter – Proactive and motivated to meet timelines and deliverables.

What You’ll Earn:

This role offers a salary range of $55,300 to $65,000 per annum. 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.