Member Service Representative

Scope of Position

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.

Major Responsibilities

• 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.

Contacts

• Branch co-workers
• Alterna back-office staff
• Members
• Employees of other Financial Institutions

Qualifications

• 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.

Competencies

• 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
22 days ago