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Client Relationship Specialist

2 months ago


Mississauga, Ontario, Canada Alterna Savings Full time

Overview of the Role

The Client Relationship Specialist plays a pivotal role in initiating proactive outreach to members, utilizing branch renewal lists and marketing leads. This position is centered on engaging with selected members to thoroughly assess and fulfill their comprehensive banking requirements, enhance wallet share, and connect them with senior banking professionals. Success in this role is driven by the appointments established through proactive outreach and the effective promotion of referrals from fellow sales associates.

This role is essential in achieving team sales objectives and involves a detailed evaluation of members' financial needs. The Specialist provides tailored product and service solutions, ranging from moderate to high complexity in both credit and investment sectors, through insightful interviewing and probing techniques, delivering financial guidance aimed at addressing the members' holistic financial needs. The Specialist is adept at recognizing and acting upon referrals and sales opportunities while nurturing relationships with business partners to maximize business potential.

Key Responsibilities

Aids in the expansion and ongoing management of the business and community portfolio. Gathers, reviews, and assesses product requests from diverse sources, including individual and commercial accounts, non-member entities, and various organizations. Oversees the business relationships of Alterna, including commercial accounts and non-profit organizations. Achieves sales targets by prioritizing the needs of members in product and service delivery. Actively promotes and sells a comprehensive suite of banking products and services tailored to member needs. Engages in branch meetings and initiatives to adhere to the sales and service model. Optimizes sales opportunities through effective interviewing techniques that reveal long-term financial needs of members. Provides financial guidance to members with investment and credit requirements, utilizing financial tools. Identifies and refers potential high-value member relationships to internal and external partners. Maintains a thorough understanding of all products and services offered and stays updated on procedural changes. Applies risk-based pricing models and exercises sound pricing discretion to ensure profitability for every customer. Utilizes sales and service tools to enhance member interactions. Develops and executes a proactive member outreach plan. Follows up on self-generated sales and retention leads. Pursues referrals from internal staff diligently. Establishes and tracks a personal development plan with defined activities. Actively engages in regular coaching sessions. Adheres to anti-money laundering regulations. Performs additional duties as required.

Performance Expectations

Meets contact commitments as outlined in the sales plan. Achieves sales objectives as specified in the sales plan. Addresses both short-term and long-term financial needs of members effectively. Identifies and documents any exceptions to policies and procedures when recommending credit approvals.

Qualifications

Education / Certification / Experience

Post-secondary education coupled with three years of relevant experience in a financial institution or an equivalent combination of education and experience. Demonstrated success in sales. Completion of CSC or IFIC course or obtaining it within the first year. Enrolled in Financial Planning or similar continuing education programs. Experience in delivering credit solutions.

Knowledge / Skills

Requires advanced knowledge and skills in analytical and interpersonal areas, general business acumen, and mathematical proficiency. Comprehensive understanding of investment products and a solid grasp of lending and mortgage solutions to effectively assess member needs and articulate product features and benefits. Proficient in various computer applications, including Excel and Word. Strong knowledge of the sales process and effective communication skills to conduct interviews that uncover member needs. Adept problem-solving skills to identify, analyze, and resolve complex member issues. Strong negotiation skills to facilitate member solutions and sales.