Member Service Representative

Alterna Sa; Belleville; On-site; CAD 40,000 - 48,000; Full time

Job summary

A leading financial institution is seeking a Member Service Representative to provide exceptional service and fulfill clients' transactional needs. This role involves processing financial transactions, resolving client issues, and promoting products. Candidates should have strong sales skills, client focus, and be adaptable to changing environments. Join a company with over 115 years of community service and a commitment to employee success.

Qualifications

• Preferred experience in sales and cash handling.
• Valid driver's license required.
• Ability to work flexible hours, including weekends.

Responsibilities

• Deliver friendly and efficient service by processing financial transactions.
• Resolve client issues at first contact; refer complex issues to senior staff.
• Maintain knowledge of Alterna Savings’ products and services.

Skills

Member/client focus

Teamwork

Adaptability

Decision-making

Initiative

Education

Post-secondary education or equivalent experience

Job description

Frankford Branch
34 South Trent Street
Frankford, ON K0K2C0, CAN

The Member Service Representative (MSR) provides professional and efficient service to members/clients, utilizing sound knowledge of Alterna products and services to fulfill transactional needs and deliver an excellent member/client experience.

This role involves developing rapport with members/clients, proactively identifying their needs, promoting Alterna products and services, and referring members/clients to appropriate internal partners based on the complexity of their requirements, while ensuring compliance with operational policies and procedures.

The role requires flexibility to assist in other branch areas, such as greeting members, opening new accounts, and handling general inquiries about products and services. The MSR will also assist branches in the Quinte area (Belleville, Trenton, & Frankford) but will be based out of the Belleville branch.

Major Responsibilities

• Deliver friendly and efficient service by accurately processing financial transactions, including deposits, withdrawals, cheque cashing/ordering, bill payments, money orders, transfers, and foreign currency exchange.
• Resolve member/client issues at first contact when possible, referring complex issues to senior staff.
• Create a positive member/client experience and seek continuous improvement.
• Maintain knowledge of Alterna Savings’ products, services, sales strategies, and marketing campaigns.
• Participate in sales activities, coaching, and branch campaigns, adapting strategies based on quarterly learning.
• Ensure compliance with operational policies, procedures, and the Code of Business Conduct.
• Collect applicable fees and revenues to contribute to branch financial goals.
• Enhance the member/client experience and address factors that may negatively impact it.
• Set and work towards individual sales and referral targets, with regular coaching.
• Perform other duties as assigned by management.
• Maintain a professional and safe work environment, ensuring accurate posting, cash management, and security procedures.
• Travel to multiple locations as required and be able to commute on short notice.

Qualifications

• Post-secondary education or equivalent experience preferred.
• Experience in sales and cash handling preferred; teller experience an asset.
• Ability to work flexible hours, including weekends.
• Valid driver’s license required.
• Strong member/client focus, teamwork, adaptability, decision-making, and initiative.
• Follow all organizational policies and procedures.

About Alterna Savings

Alterna Savings and Credit Union Limited has been serving communities for over 115 years, offering financial services that transform lives and give back to the community. It comprises Alterna Savings, Credit Union Limited, and its subsidiary, Alterna Bank.

As a member-owned cooperative, Alterna has over 210,000 members, with 40 branches across Ontario, a call centre, digital channels, and online brokerage and investment services. The organization values collaboration, integrity, and respect, and has received multiple employer awards, including the National Capital Region's Top Employers for eight consecutive years.

* We thank all applicants; however, priority will be given to those meeting the outlined qualifications and skills.

* Alterna is committed to accessibility and complies with the Ontarians with Disabilities Act. Accommodations are available upon request during the recruitment process.