Job Description
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
Specialist I, Special Accounts , you will play a key role in supporting members who are navigating financial challenges by administering incoming documentation, assessing unique circumstances, and providing trusted, solutions‑focused advice. You will leverage your subject matter expertise and strong analytical skills to identify risks, propose creative resolutions, and guide members through steps that help stabilize their financial wellbeing while protecting Vancity’s interests. We’re looking for a resourceful, tech‑savvy relationship builder who thrives in a fast‑paced environment and enjoys delivering exceptional member service.
This is a
Full‑time, Temporary
role based at the Vancity head office and will report directly to the
Team Manager, Special Accounts . 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:
Administering and processing all incoming communication and correspondence received by Special Accounts, Third Party Demands and Write‑offs
Responding to inquiries related to Credit Bureau updates, Retail Service requests, Special Accounts Estates, and documentation related to Bankruptcies/Consumer Proposals, Credit Counselling, Third Party notices, invoices, and estates
Providing guidance and support to retail members and internal/external stakeholders
Completing Third Party Demands and executing write‑offs for retail and business loans while maintaining accurate reporting records
Supporting Small Balance Collections for Lines of Credit, Personal Loans, Chargebacks, and Overdrafts
Investigating member circumstances to detect anomalies, resolve discrepancies, and assess risk
Coordinating with cross‑functional teams to advance member solutions and maintain compliance with internal processes
Maintaining accurate records, documentation, and data integrity across systems
What You’ll Bring to the Team:
Post‑secondary education, diploma, or certificate in Business Administration or a related field
Demonstrated experience supporting clients in complex or sensitive situations
Strong analytical and investigative skills with the ability to interpret documents such as proposals, demands, and reports
Proficiency with digital tools, systems, and documentation management
Strong communication and interpersonal skills with the ability to build trust and maintain professionalism in challenging situations
Extra Skills That Set You Apart:
Completion of trusted advisor or trusted enabler training
Experience working with internal and external stakeholders across multiple levels of an organization
Prior exposure to estates, bankruptcies, proposals, or credit bureau processes
You’ll Thrive Here If You Are:
Resourceful
- You understand and utilize the network of resources available to you and can independently formulate appropriate solutions for your members
Tech‑savvy
- People often say you're a quick learner and great with technology & systems
A strong relationship builder
- You find it easy to get to know others and build trust
Ready for a challenge
- You have a positive attitude and are able to work in a fast‑paced changing environment
Analytical
- You can review information, detect anomalies, investigate and resolve discrepancies.
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:
The salary range for this role is
$49,300 to $58,000 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.
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