Personal Assisted Teller

7 months ago

Hamilton, Canada FirstOntario Credit Union Full time

**Why FirstOntario?**
FirstOntario Credit Union is one of the largest credit unions in Ontario. We are a trusted co-operative financial institution dedicated to providing competitive banking products and services and a quality Member service. More than 118,000 Ontarians choose FirstOntario for their financial needs - from chequing and savings accounts to loans and mortgages and highly qualified investment advice. Our Membership does more than save you money on fees, it also makes you an Owner. At FirstOntario, we believe the best way to ensure our success is by supporting the communities we serve. That's why our policies include volunteering our time, talent and resources to worthy local causes and events. It's also why we reinvest our profits in the same places they're earned, and why we sponsor programs that promote financial literacy and economic development.

**GENERAL ACCOUNTABILITY**
Reporting to the Manager, and Central Operations Support, the P.A.T. will provide prompt, efficient and courteous transactional sales and service to members. Working with Branch Management and staff as well as other departments and divisions within FirstOntario Credit Union, you will ensure and promote established contacts with members and prospective members. Proactively assists members to ensure that their needs have been met and refer to other staff (team), as appropriate.

**Primary Duties and Responsibilities**

**Sales**:

- Provide courteous, prompt, accurate, efficient sales and services to members via virtual channels.
- Recognize and act upon appropriate opportunities to engage members in discussions to enhance their share of wallet through cross sells, referrals, or consolidation of business held with competitors.
- Achieve sales targets as outlined within yearly business plans.
- Utilize referral standards to achieve targets.
- Track all sales activities as per pre described corporate standards (referrals, sales, pipeline).
- Actively contribute to campaign sales activities, as directed.
- Build positive relationships with internal partners to support each other's business goals.

**Service**:

- Enhance the member experience by providing exceptional, professional and consistent client service using PTM technology, which includes but is not limited to: performing accurate transactions, greeting the member, smiling, using the member's name during the transaction and thanking each member for his or her business. Provide consistent positive memorable member experiences.
- Work with member to resolve inquiries and/or concerns. Assist other members of the team if "wait time" for other members may be compromised.
- Place a member's, or perspective member's needs, for service and attention before any administrative or operational work of your own.
- Keep member contact diary system up to date with relevant follow up action.
- Maintain ongoing activity plan to assist prioritizing sales, service and operational work.
- Track activity and results for retention, consolidation, acquisition, as required.
- Actively participate in sales meetings, as required.

**Operations**:

- Perform administrative duties and special projects as assigned.
- Adhere to policies, procedures and standards.
- Complete all work accurately and efficiently.
- Perform all audits, processes and proofing, as required.
- Maintain a clean and safe workstation at all times.
- Responsible for all existing virtual programs, subsequent and evolving virtual channels.
- Complete sundry as well as other duties required by the Virtual Retail Services Manager.

**Organizational Competencies**

**Sales & Service Orientation**
Committed to serving and satisfying the needs of the external and internal members/clients through the delivery of superior value while building, strengthening and maintaining long-term relationships.

**Continuous Learning**
Demonstrates the desire to continually grow, learn and develop skills and knowledge through external and internal education, training and cross-training opportunities to maximize personal contribution to the organizational goals and ongoing career development.

**Organizational Effectiveness**
Ability to understand the organization's strategic direction, how decisions impact the business, and how to strive to improve organizational performance.

**Ethical Behaviour**
Ability to demonstrate integrity, credibility, confidentiality and responsibility in all member/client interactions.

**Communication**
Demonstrates the ability to receive and understand information, and respond verbally or in writing when interacting with others

**Functional Excellence**
Demonstrates the knowledge and technical expertise of products and processes and their use in delivering quality member/client services

**People Management**

**Job Specifications and Technical Requirements**
- Grade 12 or equivalent
- 4 years credit union experience
- Be comfortable, professional and friendly on camera.
- Excellent communication skills.
- Ability to

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