Member Advisor

1 day ago

Victoria, British Columbia, Canada First West Careers Full time

We are currently seeking a Member Advisor to join our team.

The Member Advisor delivers front line service by identifying and responding to member needs through thoughtful financial conversations. This role enhances digital literacy by assisting with online banking setup and addressing inquiries with accuracy and discretion. By recognizing each member's life stage, the Member Advisor offers tailored financial solutions or refers to the appropriate advisor, fostering stronger, long-term relationships. 

Here's what would be included as a part of your typical day

  1. Member Service: Builds strong relationships with current and potential members; identifies member life stage cycle and provides financial advice to members or refers to appropriate advisor. Triages member questions and needs through to online banking where appropriate.
  2. Member Transactions: Processes a full range of member transactions including opening personal or business accounts, debit/credit cards, and deposits. Directs members to appropriate digital channels and increase digital banking adoption as per branch goal.  Achieves established individual sales and referral targets. 
  3. Branch Goals: Supports achievement of annual branch goals and objectives through proactive promotion of FW products and services, participates in branch campaigns, and actively seeks potential cross-sell and/or referral opportunities during interaction with members or potential members. 
  4. Other Responsibilities: Remains up to date on emerging trends, regulatory changes and industry best practices as well as participates in process improvement opportunities to protect the interests of the organization. Strives to meet and exceed service level agreements and productivity targets. Performs other duties as required by branch leadership. Utilizes the Day in the Life as a guideline to prioritize and manage schedules - to align efforts in reaching goals while offering a remarkable, consistent member experience across First West.
  5. Branch/Team Support: Participates fully as a team member, helps build a positive and diverse work environment, willingly assist and mentor others in the completion of work activities, and addresses communication issues efficiently. 

Required Skills, Experience & Qualifications

  • High School Diploma or equivalent education and/or experience required; College, Trade or Tech School Diploma (2 years) is an asset
  • Completion of FW Sales Essentials Course, within 6 months of hire required
  • Must complete the internal First West certification program specific to this role within the required timeframe
  • 2 years of retail/customer service experience or equivalent required
  • Sales and cash handling experience preferred
  • Demonstrated ability to identify needs and recommend products and services to members.
  • Strong interpersonal skills and ability to build relationships with current and potential members.
  • Demonstrated ability to be positive, flexible to change and work in a busy environment.
  • Proficient in computer software programs e.g. Microsoft Office
  • Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.

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