Key Responsibilities

• Creates a positive member/client experience at every interaction and looks for ways to contribute to the ongoing improvement of the overall member/client experience
• Delivers the ultimate member/client experience through service which is efficient, professional and respectful at all times, while seeking ways to minimize factors that may negatively impact the member/client experience.
• Ensures that member/client needs are met, performs basic transactions and solves account problems within their scope of authority and seeks advice when necessary
• Uses probing skills to determine unmet member/client needs, discusses suitable products and services
• Refers member/client to the most appropriate associate who is able to service their needs
• Books appointments, and performs courtesy calls
• Ensures members/clients are comfortable and that information regarding Alterna offerings is readily available for them to review while waiting for service
• Maintains a high level of knowledge with respect to Alterna products, services and marketing programs/strategies
• Actively participates in all sales disciplines (i.e., high five goals, side-by-side coaching, quarterly sales cycle training) and participates in branch campaign initiatives
• Utilizes quarterly learning to adapt strategies and increase results
• Ensures ongoing compliance and adherence to operational policies, procedures, objectives and Code of Business Conduct
• Assists with the ongoing maintenance of the physical selling environment, including branch merchandising, point of sale material (materials, brochures, office supplies, etc.)
• Replaces the Member Services Representatives during peak times
  • Responds to member/client needs by delivery of friendly, efficient service and accurately processing various financial transactions including deposits, withdrawals, cheque cashing/ordering, bill payments, money orders, transfers or foreign currency exchange.
• Performs other duties as assigned by Management

Qualifications

• Post secondary education combined with 2 years related experience in a similar role in a financial institution
• Or a high school diploma coupled with a minimum of 3 years experience in a member service related position at Alterna Savings or at another financial institution
• Good investment and credit knowledge an asse
• Excellent communication skills that enable effective interaction with coworkers and members/clients.

Alterna Savings & Credit Union Ltd. is a Canadian credit union, formed in 2005 by the merger of CS CO-OP and Metro Credit Union, which provides full daily banking services, loans and mortgages, investment services and business banking. At the close of 2011 Alterna Savings had CN$2.3 billion in assets and approximately 103,000 members. It had 24 branches in Ottawa, Kingston, North Bay, Pembroke and Toronto.