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 team’s sales plan through effective assessment of members’ financial needs and provides product and service solutions to satisfy needs. Major Responsibilities

Meet sales targets by delivering products and services that satisfy the members’ 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 – Bill Payments, Transfers, Online/Telebanking Assistance, cheque orders, address changes, stop payments, ABM cards, etc.

Handles Investments calls – creating investments, inquiries, booking sales appointments to our branches.

Handles Credit calls – 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 Alterna’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

Qualifications

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

Competencies

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

Team player

Superior problem solving

Alterna Savings and Credit Union Limited (Alterna) has been the good in banking for 112 years! Alterna is made up of Alterna Savings and Credit Union Limited and its wholly-owned subsidiary, Alterna Bank. Together, we have $9.6 billion in assets under management.
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 EXCHANGE® Network, with over 3,700 ATMs to serve them.