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Client Financial Services Representative
3 months ago
Position Overview
This role is pivotal in acting as a representative for both new and existing members of Alterna. The individual in this position must adeptly assess and understand 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 refer 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 meet the primary needs of members.
- Engage in conversations to uncover additional needs, facilitating cross-selling and upselling opportunities at every member interaction.
- Offer education and advice to members regarding basic transactional banking and simpler investment and credit scenarios.
- 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, team 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 effectively to enhance member interactions.
- Establish a personal development plan and engage in activities outlined in the plan to foster employee engagement and enablement.
- Actively participate in regular goal-setting meetings and coaching sessions.
- Comply with anti-money laundering regulations and other compliance and regulatory requirements.
- Engage in community initiatives as determined by the branch or as part of Alterna's broader efforts.
- Perform additional duties as assigned.
- Personal sales and service targets will be met or surpassed as defined by the Branch Annual Operating Plan (AOP).
- Members will perceive the organization as exceeding their expectations regarding service quality.
- Alignment of individual contributions with the financial performance, member engagement, and community impact goals of Alterna.
- 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 advantageous.
- Demonstrated sales experience.
- Experience in providing credit solutions is a plus.
- 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, including Excel and Word.
- Strong problem-solving skills to identify, analyze, and resolve basic member issues.
- Excellent interpersonal and communication abilities.
- Member Engagement - Fosters strong member relationships.
- Continuous Learning & Agility - Self-assesses and monitors personal effectiveness.
- Team Collaboration - 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 established guidelines.
- Impact & Influence - Utilizes facts and available information to persuade others.
- Initiative - Proactively addresses current issues.
- Sales Process - Applies Alterna's sales principles effectively.
- Professional Expertise - Demonstrates relevant knowledge related to the job role.
Alterna Savings and Credit Union Limited (Alterna) has been a leader in providing transformative financial services for over 115 years, while also 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 an industry-leading online brokerage and investment management services.
Work Culture at Alterna
We take pride in 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 recognition as one of the National Capital Region's Top Employers for multiple consecutive years.
