Personal Banking Associate

**Scope of Position**

This is a dual role that serves in a unique capacity as ambassador for new/existing members of Alterna. The incumbent must quickly and efficiently probe to uncover and assess overall needs of all members (at every contact) and identify opportunities for cross-sell, up sell, and meet the needs of all mass market members by providing appropriate education, advice, products and services. They will also identify members with more complex needs and refer to their appropriate branch partner or Senior Bankers.

In addition, this role requires the Associate to maintain a cash drawer and service members accordingly.

The Personal Banking Associate contributes to the team’s sales plan through effective assessment of members’ financial needs and providing product and service solutions to satisfy primary needs. Proactively promotes, up sells, and delivers a full range of banking products and services. Deals primarily with member-initiated contact.

**Major Responsibilities**
- Follows all sales and service processes
- Meet sales targets by delivering products and services that satisfy the members’ primary need.
- Probes to uncover additional needs to cross sell and up sell at every member interaction
- Provides education and advice to members on basic transactional banking and less complex investment and credit situations.
- Transaction posting, cash management (including balancing), administrative, and security /risk management procedures will be executed with the highest level of accuracy.
- Identify and refer high value or high potential members to appropriate staff.
- Through opportunity spotting, maximizes growth and retention, contributing to overall Branch goals
- Attends and actively partakes in branch meetings, huddles, sales initiatives, and campaigns.
- Is available for walk in traffic and other member-initiated contact.
- Acts as a member of both the MSR and Sales teams.
- Maintain a solid working knowledge and understanding of all products and services we offer and keeps up to date with procedural changes including new accounts, investments, loans and mortgages.
- Is proficient in the use of sales and service tools to support member interactions
- Identify and set personal development plan; completes activities set out in the plan, influencing Employee engagement and enablement.
- Actively participate in regular weekly goal setting meeting and coaching sessions.
- Compliant with anti money laundering guidelines and other compliance and regulatory guidelines.
- Actively participates in community initiatives as determined by the Branch, or more broadly as part of Alterna.
- Perform other duties as assigned.

**Expectations / Outcomes**
- Personal sales/ service targets will be met or exceeded as determined by the Branch AOP
- Members will view the organization as exceeding their expectations in terms of service quality
- Alignment of individual contributions to Financial Performance; Member Engagement and Community Impact goals of Alterna.

**Educations / Certifications / Experience**
- Post secondary education coupled with a minimum 2 years experience in a sales industry or equivalent experience
- Financial Services Industry experience an asset
- Proven sales experience
- Experience in providing credit solutions an asset

**Knowledge / Skills**
- Knowledge of investments, loans; basic knowledge of mortgages
- Working knowledge and ability to demonstrate basic sales skills required for opportunity spotting and uncovering needs
- Good problem-solving skills sufficient to identify, analyze and resolve basic member issues/problems
- Excellent interpersonal and communication skills

**Competencies**
- Member Engagement -Sustains member relations
- Continuous Learning & Agility-Self assesses and monitors oneself to maintain personal effectiveness
- Teamwork-Contributes positively as a team member
- Achievement Orientation-Consistently meets work expectations
- Adaptability-Recognizes how change will affect work
- Decision Making & Problem Solving-Makes decisions based on guidelines
- Impact & Influence-Uses facts and available information to persuade
- Initiative-Addresses current issues
- Sales Process-Applies Alterna’s sales principles
- Professional/Technical Expertise-Demonstrates working knowledge as relates to the job’s role

**About Alterna Savings**

Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking® for over 115 years creating financial services that transform lives for the better, all while giving back to our community. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.

Alterna is the first full-service, member-owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network comprised of 40 branches across Ontario, a call centre and multiple digital channels. Members and customers also benefit from an industry-leading online broker