Member Service Specialist Full-time Job8 months ago - Customer Services - Ottawa - 191 views
Scope of Position
This role is the ambassador for Alterna members and Alterna Bank customers via member initiated contact through our Contact Centre. With a sincere desire to provide optimum service, successful candidates proactively focus on creating a strong member experience by quickly and efficiently solving member requests and delivering a full range of banking products and services. The successful incumbents will probe to uncover and assess overall needs of all members and customers (at every contact) and identify opportunities for cross-selling, up selling, and meeting the needs of all by providing appropriate education and advice on products and services. The Member Service Specialist contributes to the teamâ€™s sales plan through effective assessment of membersâ€™ financial needs and provides product and service solutions to satisfy needs. Major Responsibilities
Meet sales targets by delivering products and services that satisfy the membersâ€™ primary need.
Adheres to all sales and service processes for Contact Centre
Probes to uncover additional needs to cross sell and up sell at every member interaction by looking for potential opportunities on member/customer accounts during interactions.
Process Everyday Transactions â€“ Bill Payments, Transfers, Online/Telebanking Assistance, cheque orders, address changes, stop payments, ABM cards, etc.
Handles Investments calls â€“ creating investments, inquiries, booking sales appointments to our branches.
Handles Credit calls â€“ Assist with investigating discrepancies & answering inquiries about their credit products, payments and booking sales appointments to our branches.
Provides education and advice to members on basic transactional banking and less complex investment and credit situations.
Respond to specific inquiries about Alternaâ€™s activities, e.g. promotional campaigns, educational seminars, annual meeting, product/service changes, etc.;
Provide general information to member and client inquiries as well as information of a specific nature (releasing account information to members/clients after obtaining sufficient identification) on the phone and via email.
Attends and actively partakes in coaching sessions, huddles, sales initiatives and campaigns. Other duties as assigned.
Expectations / Outcomes
Qualified sales referrals made to specialists and our strategic partners to surpass company goals
Consistent exceptional member service provided to both internal and external members & clients to satisfy needs
Adhere to all company policies and regulatory requirements on a consistent basis
The ability to upsell and cross sell a number of product/services to generate/support our revenue goals
Post-Secondary Education in a related business field and/or equivalent work experience
Minimum 1 year sales experience in a client facing role ideally in a financial institution
Bilingualism is an asset (English and French)
Knowledge / Skills
Proven ability in sales and service
Comprehensive knowledge of products, services and delivery channels
Strong communication skills (written and verbal)
Excellent listening skills
Ability to convey information to the audience in question (existing client; potential purchaser of service, new client, etc.)
High level of proficiency with and ability to effectively learn, computer programs
Self-motivated and energetic
Ability to overcome objections and work under extreme pressure (high volume; flexible work days and hours etc.)
Ability to adapt to change and work in a fast-paced environment
Superior problem solving
As the first full-service, member-owned co-operative financial institution outside Quebec, Alterna Savings shares its expertise with more than 183,000 members through a network of 36 branches across Ontario, that includes partner Peterborough Community Savings; as well as call centre and digital channels. Members and customers also benefit from industry-leading online brokerage, investment management services, and have access to the largest surcharge-free ATM network in Canada through THE EXCHANGEÂ® Network, with over 3,700 ATMs to serve them.