We are currently seeking a Member Solutions Advisor to join our team.
The Member Solutions Advisor is based in the member advice centre and provides exceptional customer service to current and potential members by offering a range of deposit and personal lending services.
The Member Solutions Advisor identifies member life stage cycle and provides solutions to financial needs, and / or refers member to an appropriate advisor.
The role also acts as the front line to inbound calls and emails.
Here’s what would be included as a part of your typical day
Member Service : Builds strong relationships with current and potential members; identifies member life stage cycle and provides financial advice to members or refers to appropriate advisor;
works in partnership with the branch network in providing back up support for inbound calls.
- Member Transactions : Processes a full range of member transactions including, but not limited to : opening personal or business accounts, debit / credit cards, deposits, overdraft protection, lines of credit, personal and / or investment loans (within assigned limits), and related insurance products.
- Goals : Supports achievement of annual team and individual goals and objectives through proactive promotion of FW products and services, participation in campaigns, and actively seeking potential cross-sell and / or referral opportunities during interaction with members or potential members.
Achieves established annual sales and referral targets.
- Support : Performs a variety of administrative duties which may include, but not limited to : administration of estates, completion of loan applications, conducting credit investigations, assisting with loan interviews, and follow-up phone calls to members, as required.
- Technical Support : Acts as multi-divisional support to technical support calls / emails, as required.
Required Skills, Experience & Qualifications
- College Trade or Tech School Diploma (2 years) in a related field or equivalent combination of education and experience
- Must complete the internal First West certification program specific to this role within the required timeframe
- 2 years of retail banking experience in a sales / service-focused position, or equivalent required
- Financial services, call centre, or customer support over the phone experience preferred
- Demonstrated ability to identify needs and recommend products and services to members
- Self-starter with ability to work independently and solve problems using common sense and sound judgment
- Proven ability to plan, organize and prioritize workload
- Proficient in computer software programs . Microsoft Office
- Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.
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