Member Service Specialist

Member Service Specialist role at Alterna Savings

The Member Service Specialist 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.

Location: Ottawa

Status: Full‑time & 6‑month term

Major Responsibilities

• Meet sales targets by delivering products and services that satisfy the members’ primary need.
• Adhere to all sales and service processes for Contact Centre.
• Probe 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.
• Handle investments calls – creating investments, inquiries, booking sales appointments to our branches.
• Handle credit calls – Assist with investigating discrepancies & answering inquiries about credit products, payments and booking sales appointments to our branches.
• Provide 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 specific information (releasing account information to members/clients after obtaining sufficient identification) on the phone and via email.
• Attend and actively participate 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 internal and external members & clients to satisfy needs.
• Adhere to all company policies and regulatory requirements on a consistent basis.
• Ability to upsell and cross‑sell a number of product/services to generate/support revenue goals.

Contacts

• Members
• Clients
• Other financial institutions
• General public
• Branch employees
• Internal staff
• Management
• Partners/alliances such as Collabria; Credit Risk Management Canada

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.
• Bilingual (English & French) – a definite asset.

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.

About Alterna Savings

Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking® for over 115 years, creating financial services that transform lives for the better, all while giving back to our community. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank. Alterna is the first full‑service, member‑owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network of 40 branches across Ontario, a call centre and multiple digital channels. Members and customers also benefit from an industry‑leading online brokerage and investment management services.

Working at Alterna

We are incredibly proud of our corporate culture, embodying our core values: Collaboration, Integrity, and Respect, where everyone works together towards a common goal; the financial wellbeing of our employees, members, and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for nine consecutive years.

• We appreciate all applicants; however, 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 and our team strives to provide an accessible accommodation experience. If you have a disability and require accommodations during the recruitment process, please contact our Recruitment Team and let us know how we can accommodate you.