Personal Banking Associate (Hybrid)
Alterna Savings
Toronto, ON
Scope of Position

This is a dual role that serves in a unique capacity as ambassador for new/existing members of Alterna. The incumbent must quickly and efficiently probe to uncover and assess overall needs of all members (at every contact) and identify opportunities for cross-sell, up sell, and meet the needs of all mass market members by providing appropriate education, advice, products and services. They will also identify members with more complex needs and refer to their appropriate branch partner or Senior Bankers.

In addition, this role requires the Associate to maintain a cash drawer and service members accordingly.

The Personal Banking Associate contributes to the team’s sales plan through effective assessment of members’ financial needs and providing product and service solutions to satisfy primary needs. Proactively promotes, up sells and delivers a full range of banking products and services. Deals primarily with member initiated contact.

Major Responsibilities

Follows all sales and service processes
Meet sales targets by delivering products and services that satisfy the members’ primary need.
Probes to uncover additional needs to cross sell and up sell at every member interaction
Provides education and advice to members on basic transactional banking and less complex investment and credit situations.
Transaction posting, cash management (including balancing), administrative, and security /risk management procedures will be executed with the highest level of accuracy.
Identify and refer high value or high potential members to appropriate staff.
Through opportunity spotting ,maximizes growth and retention, contributing to overall Branch goals
Attends and actively partakes in branch meetings, huddles, sales initiatives and campaigns.
Is available for walk in traffic and other member initiated contact.
Acts as a member of both the MSR and Sales teams.
Maintain a solid working knowledge and understanding of all products and services we offer and keeps up to date with procedural changes including new accounts, investments, loans and mortgages.
Is proficient in the use of sales and service tools to support member interactions (Acumen, The Source, STARS)
Identify and set personal development plan ; completes activities set out in the plan, influencing Employee engagement and enablement.
Actively participate in regular weekly goal setting meeting and coaching sessions.
Compliant with anti money laundering guidelines and other compliance and regulatory guidelines.
Actively participates in community initiatives as determined by the Branch, or more broadly as part of Alterna.
Perform other duties as assigned.

Expectations / Outcomes

Personal sales/ service targets will be met or exceeded as determined by the Branch AOP
Members will view the organization as exceeding their expectations in terms of service quality
Alignment of individual contributions to Financial Performance; Member Engagement and Community Impact goals of Alterna.

Educations / Certifications / Experience

Post secondary education coupled with a minimum 2 years experience in a sales industry or equivalent experience
Financial Services Industry experience an asset
Proven sales experience
Experience in providing credit solutions an asset

Knowledge / Skills

Knowledge of investments, loans; basic knowledge of mortgages
Working knowledge and ability to demonstrate basic sales skills required for opportunity spotting and uncovering needs
Sound knowledge of various computer applications such as Excel, Word etc
Good problem solving skills sufficient to identify, analyze and resolve basic member issues/problems
Excellent interpersonal and communication skills


Member Engagement -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
Sales Process-Applies Alterna’s sales principles
Professional/Technical Expertise-Demonstrates working knowledge as relates to the job’s role


  • 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.
About the Alterna Financial Group

Alterna Savings and Credit Union Limited (Alterna) has been the good in banking for over 110 years!

Alterna is made up of Alterna Savings and Credit Union Limited and its wholly-owned subsidiary, Alterna Bank. Together, we have $7.9 billion in assets under administration. Our members and customers benefit from industry leading online brokerage and investment management services and have access to the largest surcharge-free ATM network in Canada with THE EXCHANGE® Network, providing access to over 3,700 ATMs.

Alterna Savings has been charting new directions to help Ontarians and achieve their financial dreams and build strong, vibrant communities for more than a century. As the first full-service, member-owned co-operative financial institution outside Quebec, Alterna Savings shares our expertise with more than 164,000 members through a network of 32 credit union branches across Ontario, including our federated partner Peterborough Community Savings, a division of Alterna Savings and Credit Union Ltd.

Alterna Bank is one of the most innovative banks in Canada and the first to offer all Canadians an end-to-end digital mortgage experience. Customers also get fully-digital financial services that include our highly competitive high-interest eChequing, eSavings, RRSP and TFSA products available online and through mobile banking.

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