Financial Experience Advisor, Strathmore Branch

**If you're passionate about your community, adore making an impact, thrive in a fast-paced environment and want to make a difference, then we're looking for you **When you join our team, you’re joining an organization with deep roots, big ideas, and a commitment to doing what’s right. We work as one connected team, and value thinking big, acting local, taking charge, and making things easy.

**We look for people who**:

- Share our values
- Enjoy having honest conversations, about real things, as real people
- Believe that creating great experiences is totally within their control
- Build positive relationships and an understanding of what people’s needs are
- See solutions and possibilities (not problems)
- Are simply outstanding at what they do

**Key Accountabilities**:

- Delivers exceptional member service that builds trust through expertise, responsive service, and support to deliver what is right for every member, while balancing the interest of the credit union.
- Supports the achievement of annual branch goals and objectives through proactive promotion of CFCU’s products and services, participation in branch campaigns, and actively seeking potential cross-sell and/or referral opportunities during interaction with members or non-members.
- Conducts interviews with members and provides information on the full range of loan, and deposit products and services to recommend tailored solutions to meet their needs and further relationships.
- Actively seeks sales opportunities to achieve individual sales and profitability goals with current members, new member prospects, or through obtaining referrals from existing relationships to assist in building the existing book of business.
- Maintains a solid working knowledge and understanding of all credit union products and services in order to foster business development through service excellence and product knowledge; remains current with procedural changes including new accounts, investments, loans and mortgages.
- Processes and completes member transactions such as RRSP, term deposit sales and withdrawals, loan and utility payments, money orders, credit card advances, calculation of foreign and domestic exchange, cheque cashing, and electronic funds transfers.
- Educates and demonstrates to members how to use other service delivery channels such as digital and self-serve, with the goal of making it easy.
- Mentors other branch employees in the understanding of lending and investment products and services; and provides advice and/or assists employees with member issues in management’s absence.
- Exercises judgement to identify, diagnose, and solve problems within given rules; resolves problems with member accounts and refers unresolved situations to senior branch staff for further action.
- Reviews reports on new accounts and term maturities to identify variances and required action; refers problem areas to appropriate internal personnel for resolution.
- Conducts routine loan audits as directed by reviewing loan reports and identifying further action required to address problem areas and initiates action in accordance with established procedures.
- Acts as joint custodian on specified combinations; rents, controls and provides access to safety deposit boxes and maintains related records.
- Reviews and applies Risk Management policies and procedures and audit control standards in daily activities to ensure compliance and best practice standards to mitigate risk.
- Ensures all policies and procedures in daily activities to meet safety, legal and privacy requirements.
- Identifies and sets professional development plan goals; completes activities set out in the plan, influencing employee engagement and enablement.
- Actively participates in regular goal setting meetings and coaching sessions.

**Experience**
- 3 - 4 years experience in a customer service or administrative role.
- 1 - 2 years experience in retail banking with a demonstrated strong ability to build member relationships.
- 2 - 4 years in retail lending/credit.
- Basic lending experience.

**Education**
- Grade 12 diploma or equivalent.
- Completion of courses such as CUIC courses, Credit Union Service Representative Accreditation, etc.
- Working towards or completed a certificate, diploma, degree or designation program.
- Completion of Lender Accreditation Program (LAP 1 & 2) within 6 - 12 months of starting role.

**Skills and Competencies**
- Good computer skills; able to pick up new and existing programs related to the job quickly.
- Strong communication skills; both written and verbal.
- Good critical thinking, problem solving, analytical, organization and multi-tasking skills.
- Strong customer service orientation.
- Good influencing and negotiation skills.
- Strong attention to detail.
- Strong aptitude for numbers, with fast and accurate data entry skills.
- Good knowledge of the broader financial services industry and mortgage and retail lending market.
- Good financial liter