Member Service Representative

Alterna Savings; Belleville; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading financial institution is seeking a Member Service Representative to deliver exceptional service to clients at its Belleville branch. This role involves processing transactions, meeting sales goals, and enhancing the overall member experience while maintaining compliance with company policies. Ideal candidates will have strong interpersonal skills with a focus on member/client satisfaction.

Qualifications

• Experience in sales and cash handling preferred.
• Teller experience is an asset.
• Valid driver’s license required.

Responsibilities

• Respond to member/client needs by delivering friendly, efficient service.
• Resolve member/client issues at first contact.
• Maintain knowledge of Alterna Savings’ products and services.

Skills

Member/Client Centricity

Continuous Learning

Teamwork

Decision Making

Problem Solving

Adaptability

Education

Post-secondary education or equivalent experience

Job description

Job Details

Description

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

This role quickly develops rapport with members/clients, proactively identifies their needs, promotes Alterna products and services, and refers members/clients to the appropriate internal partner based on the complexity of their requirements, while ensuring compliance with operational policies and procedures.

As part of ongoing development, this role requires flexibility to assist in other branch areas, including greeting, directing members, opening new accounts, and handling general inquiries about products and services.

The Member Service Representative will also assist other branches in the Quinte area (Belleville, Trenton, & Frankford) but will be based out of the Belleville branch.

Major Responsibilities

• Respond to member/client needs by delivering friendly, efficient service and accurately processing transactions such as deposits, withdrawals, cheque cashing/ordering, bill payments, money orders, transfers, or foreign currency exchange.
• Resolve member/client issues at first contact when possible; refer complex issues to senior officers.
• Create a positive member/client experience through each interaction and seek continuous improvement.
• Maintain knowledge of Alterna Savings’ products, services, sales strategies, and marketing campaigns.
• Participate in sales disciplines and branch campaign initiatives, utilizing quarterly learning to improve results.
• Ensure compliance with operational policies, procedures, and the Code of Business Conduct.
• Collect applicable fees and revenues, contributing to branch financial goals.
• Find solutions to enhance the member/client experience and reduce negative factors.
• Participate in setting sales and referral targets, and engage in coaching sessions.
• Perform other duties as assigned by management.

Expectations / Outcomes

• Members will view Alterna as exceeding service expectations.
• Sales and referral goals will be achieved, supporting branch and organizational growth.
• Members will have suitable products for their needs.
• A professional and safe work environment will be maintained.
• Accurate cash handling, balancing, administrative, security, and risk management procedures will be followed.
• Travel to multiple locations may be required with short notice.

Qualifications

• Post-secondary education or equivalent experience preferred.
• Experience in sales and cash handling preferred.
• Teller experience is an asset.
• Ability to work flexible hours, including weekends.
• Valid driver’s license required.

Competencies

• Member/Client Centricity
• Continuous Learning & Agility
• Teamwork
• Achievement Orientation
• Adaptability
• Decision Making & Problem Solving
• Impact & Influence
• Initiative
• Adherence to policies and procedures

About Alterna Savings

Alterna Savings and Credit Union Limited has been delivering The Good in Banking for over 115 years, creating financial services that transform lives and give back to the community. It comprises Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank. With over 210,000 members, 40 branches across Ontario, a call centre, and digital channels, Alterna offers industry-leading online brokerage and investment services. Learn more at alterna.ca or on social media.

Working at Alterna

Our culture embodies collaboration, integrity, and respect, focusing on the financial wellbeing of our employees, members, and customers. We are proud to have received the National Capital Region's Top Employers award for eight consecutive years.

We appreciate all applicants; however, preference will be given to candidates most closely meeting the qualifications and skills. Alterna complies with the Ontarians with Disabilities Act and provides accessible accommodations during the recruitment process. Please contact our Recruitment Team for assistance.