Member Service Representative (Casual)

Alterna Savings; Ontario; On-site; CAD 35,000 - 45,000; Part time

Job summary

A leading company in Ontario is seeking a Member Service Representative to provide exceptional service to clients. This role involves processing transactions, resolving issues, and promoting products while maintaining compliance with policies. Ideal candidates will have sales experience and a commitment to client satisfaction.

Qualifications

• Previous sales experience preferred.
• Ability to work flexible hours including weekends.

Responsibilities

• Deliver friendly, efficient service and process financial transactions.
• Resolve member/client issues at first contact.
• Participate in sales disciplines and branch campaigns.

Skills

Customer Service

Sales

Problem Solving

Teamwork

Adaptability

Education

Post-secondary education

Job description

Expected working hours: 1-2 days per week

Scope of Position

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

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

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

Major Responsibilities

1. Respond to member/client needs by delivering friendly, efficient service and accurately processing financial transactions including deposits, withdrawals, cheque cashing/ordering, bill payments, money orders, transfers, and foreign currency exchange.
2. Resolve member/client issues at the first point of contact when possible and refer complex issues to senior internal officers.
3. Create a positive member/client experience through each interaction and seek continuous improvement of the branch experience.
4. Maintain strong knowledge of Alterna Savings’ products, services, sales disciplines, and current marketing campaigns/strategies.
5. Participate actively in all sales disciplines (e.g., high five goals, coaching, quarterly sales training) and branch campaigns.
6. Utilize quarterly learning to adapt strategies and increase results.
7. Ensure ongoing compliance with operational policies, procedures, objectives, and the Code of Business Conduct.
8. Collect applicable fees and revenues, contributing to branch financial goals.
9. Find solutions to enhance the member/client experience and minimize negative factors.
10. Participate in setting individual sales and referral targets, goal setting, and coaching sessions.
11. Perform other duties as assigned by management.
12. Exceed member expectations in service quality.
13. Achieve personal sales and referral goals to support branch and organizational growth.
14. Ensure members have appropriate products suited to their needs.
15. Maintain a professional and safe work environment.
16. Ensure accurate posting, cash management, administrative tasks, and security procedures.

Qualifications

1. Post-secondary education preferred or equivalent experience and education.
2. Previous sales experience, including cash handling, preferred.
3. Previous teller experience is an asset.
4. Ability to work flexible hours, including weekends.
5. Member/Client Centricity—sustains member relations.
6. Continuous learning and agility—self-assesses and maintains personal effectiveness.
7. Teamwork—contributes positively as a team member.
8. Achievement orientation—meets work expectations consistently.
9. Adaptability—recognizes how change affects work.
10. Decision making and problem solving—makes decisions based on guidelines.
11. Impact and influence—uses facts and information to persuade.
12. Initiative—addresses current issues proactively.
13. Follow all Alterna policies and procedures.