Client Banking Specialist

4 weeks ago

Thunder Bay, Ontario, Canada Alterna Savings Full time

Position Overview

The role of the Personal Banking Associate is essential in acting as a representative for both new and existing members of Alterna. The individual in this position must efficiently assess the diverse needs of all members during each interaction, identifying opportunities for cross-selling and upselling while ensuring that all mass market members receive the necessary education, guidance, products, and services. Additionally, the Associate will recognize members with more intricate requirements and direct them to the appropriate branch partner or Senior Bankers. This position also entails managing a cash drawer and providing service to members as needed.

Key Responsibilities

  • Adhere to all sales and service protocols.
  • Achieve sales objectives by delivering products and services that fulfill the primary needs of members.
  • Engage in probing conversations to uncover additional needs for cross-selling and upselling during every member interaction.
  • Offer education and advice to members regarding basic transactional banking and simpler investment and credit matters.
  • Execute transaction posting, cash management (including balancing), administrative tasks, and security/risk management procedures with utmost precision.
  • Identify and refer high-value or high-potential members to the appropriate personnel.
  • Maximize growth and retention through opportunity identification, contributing to overall branch objectives.
  • Participate actively in branch meetings, huddles, sales initiatives, and campaigns.
  • Be available for walk-in traffic and other member-initiated interactions.
  • Function as a member of both the Member Service Representative (MSR) and Sales teams.
  • Maintain a comprehensive understanding of all products and services offered, staying updated on procedural changes including new accounts, investments, loans, and mortgages.
  • Utilize sales and service tools proficiently to enhance member interactions.
  • Establish a personal development plan and complete the activities outlined, fostering employee engagement and enablement.
  • Engage in regular weekly goal-setting meetings and coaching sessions.
  • Comply with anti-money laundering regulations and other compliance and regulatory standards.
  • Actively engage in community initiatives as determined by the branch or as part of Alterna's broader mission.
  • Perform additional duties as assigned.
Performance Expectations
  • Personal sales and service targets will be met or surpassed as outlined by the Branch Annual Operating Plan (AOP).
  • Members will perceive the organization as exceeding their expectations regarding service quality.
  • Align individual contributions with the financial performance, member engagement, and community impact goals of Alterna.
Qualifications
  • Post-secondary education combined with a minimum of 2 years of experience in a sales environment or equivalent experience.
  • Experience in the Financial Services Industry is an asset.
  • Demonstrated sales experience.
  • Experience in providing credit solutions is advantageous.
Knowledge and Skills
  • Understanding of investments, loans, and basic knowledge of mortgages.
  • Ability to demonstrate fundamental sales skills necessary for identifying opportunities and uncovering needs.
  • Proficient in various computer applications such as Excel and Word.
  • Strong problem-solving skills to identify, analyze, and resolve basic member issues.
  • Excellent interpersonal and communication abilities.
Core Competencies
  • Member Engagement - Sustains member relationships.
  • Continuous Learning & Agility - Self-assesses and monitors personal effectiveness.
  • Teamwork - Positively contributes as a team member.
  • Achievement Orientation - Consistently meets work expectations.
  • Adaptability - Recognizes the impact of change on work.
  • Decision Making & Problem Solving - Makes informed decisions based on guidelines.
  • Impact & Influence - Utilizes facts and information to persuade.
  • Initiative - Proactively addresses current issues.
  • Sales Process - Applies Alterna's sales principles effectively.
  • Professional/Technical Expertise - Demonstrates relevant working knowledge related to the role.
About Alterna Savings
Alterna Savings and Credit Union Limited has been a leader in providing financial services that enhance lives for over 115 years, all while giving back to the community. As the first full-service, member-owned cooperative financial institution outside Quebec, Alterna Savings serves over 210,000 members through a network of branches, call centers, and digital channels. Members also benefit from industry-leading online brokerage and investment management services.

Working Environment
Alterna is proud of its corporate culture based on Integrity, Respect, and Collaboration, where everyone collaborates towards a shared goal: the financial well-being of employees, members, and customers. This commitment has earned Alterna several prestigious employer awards, including recognition as one of the National Capital Region's Top Employers for multiple consecutive years.

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