Member Service Specialist

3 days ago

Ottawa, Ontario, Canada Alterna Full time

Location: Ottawa or Toronto

Estimated Start Date: Must be able to start on August 6, 2024 full time for in-class training

Scope of Position

This role 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. The successful incumbents will probe to uncover and assess overall needs of all members and customers (at every contact) and identify opportunities for cross-selling, up selling, and meeting the needs of all by providing appropriate education and advice on products and services. The Member Service Specialist contributes to the team's sales plan through effective assessment of members' financial needs and provides product and service solutions to satisfy needs.

Major Responsibilities

  • Meet sales targets by delivering products and services that satisfy the members' primary need.
  • Adheres to all sales and service processes for Contact Centre
  • Probes 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.
  • Handles Investments calls - creating investments, inquiries, booking sales appointments to our branches.
  • Handles Credit calls - Assist with investigating discrepancies & answering inquiries about their credit products, payments and booking sales appointments to our branches.
  • Provides 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 information of a specific nature (releasing account information to members/clients after obtaining sufficient identification) on the phone and via email.
  • Attends and actively partakes 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 both internal and external members & clients to satisfy needs
  • Adhere to all company policies and regulatory requirements on a consistent basis
  • The ability to upsell and cross sell a number of product/services to generate/support our revenue goals
  • Must be able to work Contact Centre hours including evenings, weekends and holiday on a rotational basis

Contact Centre hours:

Mon to Fri 8am - 8pm

Sat & Sun 9:30am - 4pm

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
  • Proven ability in sales and service
  • Comprehensive knowledge of products, services and delivery channels
  • Strong communication skills (written and verbal) and 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 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. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.

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. 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 of Integrity, Respect and Collaboration, 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 eight years running.

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 our Recruitment Team and let us know how we can accommodate you.

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