Member Service Representative (Casual)
- Must be available Thursday evenings and Saturdays; 10-14 hours per week.
The Member Service Representative (MSR) provides professional and efficient service to members/clients utilizing sound knowledge of Alterna products and services to fulfill their transactional needs and provide an excellent member/client experience.
This role quickly develops a rapport with members/clients and proactively identifies their needs, promotes Alterna products and services and refers members/clients to the appropriate internal partner based on the complexity of their requirements, while ensuring compliance and adherence to operational policies and procedures.
As part of ongoing development this role will require that you be flexible to assist in other areas of the branch, as required, with greeting and directing members as well as opening new accounts and dealing with general inquiries regarding our products and services.
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.
Resolves member/client issues at first point of contact where possible and refers to senior internal officers based on the complexity of the situation.
Strives to create a positive member/client experience through each interaction and looks for ways to continuously improve the overall member/client branch experience.
Maintains a strong level of knowledge with respect to Alterna Savings’ products, services, sales disciplines and current marketing campaign 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.
Actively collects applicable fees and revenues, contributing to branch financial goals.
Finds solutions to enhance the member/client experience and minimize factors that may negatively impact the member/client experience.
Actively participates in setting individual sales and referral targets, goal setting and regular coaching sessions.
Performs other duties as assigned by Management.
Expectations / Outcomes
Alterna Savings’ members will view the organization as exceeding their expectations in terms of service quality;
Personal sales and referral goals will be achieved, contributing to the overall growth of the branch and the organization;
Alterna Savings’ members will have the appropriate products that suit their needs;
Professional and safe work environment is maintained;
Accurate posting, cash management (including balancing), administrative, and security and risk management procedures.
Post-secondary education preferred or an equivalent level of experience and education.
Previous experience in a sales role, including cash is preferred.
Previous Teller experience would be an asset.
Ability to work flexible hours, including weekends.
Member/Client Centricity-Sustains member relations
Continuous Learning & Agility-Self assesses and monitors oneself to maintain personal effectiveness
Teamwork-Contributes positively as a team member
Achievement Orientation-Consistently meets work expectations
Adaptability-Recognizes how change will affect work
Decision Making & Problem Solving-Makes decisions based on guidelines
Impact & Influence-Uses facts and available information to persuade
Initiative-Addresses current issues
Follow all Alterna Savings and Alterna Bank Policies and Procedures
About the Alterna Financial Group
Alterna Savings and Credit Union Limited (Alterna) has been the Good in Banking for 111 years!
Alterna has grown from its humble beginnings to be the second largest credit union in Ontario, and one of the Top 10 in Canada, with over $8 billion in assets under management and more than 167,000 members and a network of 35 branches across Ontario. The impressive growth throughout the years stems not only from merging with other credit unions, but also from significantly gaining new retail, business and not-for-profit members as people recognize Alterna’s philosophy of putting members first.
Known for its fast-paced environment, Alterna is viewed as a trailblazer in the industry. Led by a CEO with a passion for innovation, Alterna was the first credit union to introduce a digital bank and the first to offer a fully digital end-to-end mortgage through its wholly-owned subsidiary, Alterna Bank.
Alterna is proud of its long history of helping communities thrive. It shared its success in 2018 by donating more than $1 million to the community and, in partnership with employees, contributed 11,300 volunteer hours. Its flagship Community Micro Finance Program also helps underrepresented groups. Since inception, the program has disbursed more than $5 million in impact loans and helped change the lives of more than 1,000 participants and their families.
Alterna is also extremely proud of its corporate culture. With a workforce of more than 600 employees, Alterna is honoured to be recipient of prestigious employer awards, including the National Capital Region’s Top Employers and Aon’s Best Employers (Platinum level) awards.
For more information please visit www.alterna.ca and www.alternabank.ca and connect with us on https://twitter.com/alternasavings.
- At Alterna, we offer a competitive total rewards program and an opportunity to truly make a difference. If you put people first and value excellence and integrity, we hope you'll apply!
- Although we appreciate all applicants, preference will be given to candidates who most closely meet the qualifications, key skills and competencies outlined above.
- Alterna is compliant with the Ontarians with Disabilities Act. If you have a disability, please contact the recruiter to let us know how we can accommodate you.