Member Service Representative

2 weeks ago

Pembroke, Canada Alterna Full time

Member Service Representative (MSR)

The Member Service Representative (MSR) plays a vital role in delivering exceptional service to members, utilizing in-depth knowledge of Alterna products and services to meet their transactional needs and exceed their expectations.

This position requires a strong rapport with members, identifying their needs, promoting Alterna products and services, and referring members to internal partners as needed, while ensuring compliance with operational policies and procedures.

As part of ongoing development, the MSR will be flexible to assist in other areas of the branch, greeting and directing members, opening new accounts, and handling general inquiries about products and services.

Key Responsibilities:

  • Member Service:
    • Deliver friendly, efficient service and accurately process various financial transactions, including deposits, withdrawals, cheque cashing/ordering, bill payments, money orders, transfers, or foreign currency exchange.
    • Resolve member issues at first point of contact and refer to senior internal officers as needed.
    • Create a positive member experience through each interaction and continuously improve the overall member branch experience.
  • Sales and Marketing:
    • Maintain a strong level of knowledge about Alterna Savings' products, services, sales disciplines, and current marketing campaign programs/strategies.
    • Participate in all sales disciplines, including high five goals, side-by-side coaching, and quarterly sales cycle training.
    • Utilize quarterly learning to adapt strategies and increase results.
  • Compliance and Risk Management:
    • Ensure ongoing compliance and adherence to operational policies, procedures, objectives, and Code of Business Conduct.
    • Actively collect applicable fees and revenues, contributing to branch financial goals.

Expectations and Outcomes:

  • Alterna Savings' members view the organization as exceeding their expectations in terms of service quality.
  • Personal sales and referral goals are achieved, contributing to the overall growth of the branch and the organization.
  • Alterna Savings' members have the appropriate products that suit their needs.
  • A professional and safe work environment is maintained.

Qualifications:

  • Post-secondary education preferred or an equivalent level of experience and education.
  • Previous experience in a sales role, including cash handling, 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.

About Alterna Savings:

Alterna Savings and Credit Union Limited (Alterna) has been the Good in BankingTM for over 115 years, creating financial services that transform lives for the better, all while giving back to our community.

As the first full-service, member-owned cooperative financial institution outside Quebec, Alterna Savings shares its expertise with over 210,000 members through a network of over 40 branches across Ontario, as well as call centre and digital channels.

Our Culture:

We are incredibly proud of our corporate culture of Integrity, Respect, and Collaboration, where everyone works together towards a common goal; the financial wellbeing of our employees, members, and customers.

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