Member Experience & Lending Advisor

Member Experience & Lending Advisor

Flexible Location, NS

Are you ready for a new career journey at Nova Scotia's largest credit union? Join our dedicated team at East Coast Credit Union, where commitment to community, member satisfaction, and financial excellence are the foundation of everything we do.

East Coast Credit Union is a community-driven financial institution committed to a better banking model. A credit union is like a bank in many ways, but with cooperative ownership and special focus on people, not profits. We redefine the definition of local and bring Nova Scotians from many regions together with honest lending, savings, and investment products. Be part of an organization committed to fostering growth and empowering individuals on our team and in our East Coast community.

Reporting to the Director, Retail Banking & Member Experience, the Member Experience & Lending Advisor supports organizational growth, consistency, and operational efficiency by combining onboarding, training, and lending expertise. This role is responsible for designing and delivering effective onboarding and training programs for Service Delivery and Lending, with a strong focus on early role readiness and consistent service standards.

We offer…

• Outstanding culture and opportunity to join an engaged and community-focused team.
• Competitive compensation to commensurate with experience ($88,368.07 - $103,962.50) and benefits with performance-based incentives.
• Generous benefit package including a Flexible Health and Dental Plan (paid 100% by employer) and up to 9% contribution with employer match in the Defined Contribution Pension Plan.
• Tuition reimbursement, training, and personal development.
• Additional employee perks include but not limited to annual wellness credit; reduced rates on employee loans/mortgages and paid volunteer time.

You would…

• In collaboration with key internal partners, plan, coordinate, and deliver structured, classroom-based or virtual onboarding for all Service Delivery staff, from new hires to role transitions.
• Act as an internal sales and service trainer. Ensure the sales and service learning and standards are introduced to equip employees with the skills, confidence, and readiness required for success in their roles.
• Adapt onboarding content to reflect role-specific requirements, service standards, and operational practices.
• Support onboarding of new service delivery team members during mergers or amalgamations to ensure a smooth transition and consistent service delivery.
• Ensure consistency in training methods, materials, and delivery approaches across Service Delivery functions.
• Evaluate training effectiveness and recommend enhancements to improve outcomes and operational efficiency.
• Provide ongoing coaching and support to Service Delivery staff on lending practices, underwriting standards, deal structuring, and risk management.
• Support staff in navigating complex or non-standard lending scenarios to ensure sound decisions and policy compliance.
• Deliver targeted lending training and refreshers to improve accuracy, efficiency, and confidence in lending activities.
• Act as a subject matter expert and trusted resource for lending-related questions and best practices.
• Partner with Retail Banking leadership, branch teams, People & Culture, and other key internal partners to support workforce readiness and capability building.
• Provide insights and feedback to leadership on onboarding, training, and lending trends to inform decision-making.
• Act as a coach, facilitator, and role model, reinforcing a culture of learning, collaboration, and continuous improvement.

You have…

• Successfully completed a Bachelor's degree in business, finance, or a related field.
• Five years in retail banking, lending or financial advisory roles, along with proven experience in training facilitation, coaching, or staff development, or an equivalent combination of education and experience.
• Strong operational and lending expertise, including credit underwriting, risk management, and regulatory compliance.

You are…

• An Excellent communicator, presenter, with the ability to engage and influence staff at all levels.
• Experienced identifying process improvements, standardizing training approaches, and enhancing operational efficiency.
• A strong leader with coaching experience, and the ability to guide, influence, and support teams.

Please note that all offers of employment are conditional upon the acceptance of an Individual Fidelity Bond Application which includes a criminal check and a credit check.

Don't meet every single requirement? At East Coast Credit Union, we believe everyone has potential. If you are excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this role or other opportunities we may have.

We wish to thank applicants in advance; only candidates selected for an interview will be contacted.

Please click the link below to apply for this or any of our other opportunities:

Careers - About Us | East Coast Credit Union (eastcoastcu.ca)

At East Coast Credit Union, we are passionate about creating a diverse, equitable, and inclusive workplace and believe a diversity of perspectives, experiences and backgrounds benefit our employees, our members, and our communities.

East Coast Credit Union is committed to providing access, equal opportunity, and accommodation for individuals with disabilities. To request accommodation, please contact Human Resources by email at [email protected] or by phone at 902.464.7107