Senior Member Experience Representative, Remote Banking

FirstOntario Credit Union; Hamilton; On-site; CAD 40,000 - 45,000; Full time

Benefits offered by this job

Health and wellness benefits

Professional development up to $1000

Pension plan

Employee Assistance Program

Volunteer program

Job summary

FirstOntario Credit Union in Hamilton, Ontario is seeking a Senior Member Solutions Team Representative to provide tailored financial guidance to members and drive sales opportunities using consultative advice across banking products. The role emphasizes trust-building and comprehensive service through multiple channels.

You will work with a team to meet goals, support onboarding, and participate in virtual and in-person member interactions, with travel within the region as needed.

Qualifications

• 5+ years in a Member Consultant or similar role at a financial institution
• Experience with Temenos Banking System or Criterion
• Strong interpersonal and communication skills
• Ability to travel within the region as required

Responsibilities

• Achieve sales and service goals as directed by management
• Identify and pursue sales opportunities; cross-sell products and services
• Maintain CRM and manage pipeline, including retention and acquisition
• Provide sound financial advice to members and build trust
• Assist onboarding of new team members and participate in team meetings
• Support virtual, phone, and in-person member interactions

Skills

Interpersonal & communication skills

Customer service orientation

Sales & cross-selling

Team collaboration

Adaptability

Tools

Temenos Banking System

Criterion

Microsoft Office Suite

Job description

Why FirstOntario?

• Top-tier health and wellness benefits, including comprehensive benefits packages
• Enhanced mental health benefits through SunLife and TELUS Health
• Up to $1000 per year towards professional development
• Pension Plan
• Company-wide Employee Volunteer program (Blue Wave Program)
• Employee and Family Assistance Program

Why FirstOntario?

• Competitive compensation packages
• Top-tier health and wellness benefits, including comprehensive benefits packages
• Enhanced mental health benefits through SunLife and TELUS Health
• Exclusive banking benefits
• Up to $1000 per year towards professional development
• Pension Plan
• Company-wide Employee Volunteer program (Blue Wave Program)
• Employee and Family Assistance Program

Job Overview

The Senior Member Solutions Team Representative (MSTR) role is responsible to provide relevant, timely and accurate financial advice to members to assist them in meeting their financial goals, and to become the financial institution of choice. Utilizing a team approach, the Senior MSTR identifies sales opportunities, and ensures these opportunities are fulfilled by employing consultative advice, and utilizing the appropriate resources and teams. This Senior MSTR plays an integral role in supporting members, and team members, with a variety of routine and complex financial transactions to establish a solid foundation of trust with each and every member to position FirstOntario as the best choice for all their banking needs.

Role

Sales & Service

• Responsible for achieving goals as set out by the Manager or designate
• Uncover and identify sales opportunities
• Actively solicit, follow up and cross sell our full suite of products and services, including Everyyday banking, Investments, Credit, Credit protection, Visa and more to members to increase share of wallet and ensure we are their primary financial institution of choice
• Assist with achieving the goals and objectives relating to business development as set forth by the Manager
• Provide the right financial advice based on a thorough understanding of member's financial goals and develop a plan that meets their needs
• Meet members' needs by servicing them through a variety of channels, including, but not limited to: virutal, outbound calling, and, in-person.
• Provide relevant and qualified referrals based on business plan and assigned goals to strategic business partners including Wealth Management, Business & Commercial departments
• Complete credit sales to closure, while adhering to terms and conditions of relevant policies and procedures
• Maintain up to date pipeline, sales, retention, consolidation and acquisition opportunities using the organizational CRM.
• Be quick to respond to requests for service from all members
• Able to obtain and perform all duties related to possessing lending limits, including supporting Manager in reviewing departmental deals.
• Apply FirstOntario Credit Union's sales and service standards with all members
• Resolve inquiries and/or concerns members have as required
• Apply sound service and business judgment in all activities and interactions, and make decisions within prescribed lending limits
• Keep contact diary system up to date with relevant follow up action for all members
• Maintain ongoing activity plan to assist prioritizing sales, service and operational work
• Provide support, including involvement in the onboarding of new team members as outlined by the Manager, in collaboration with the Employee Development team.
• Actively participate and present at team meetings
• Strongly advocates for our digital channels while educating members on the ease of utilizing these services.
• Actively participate in executing strategic initiatives in conjunction with the Manager, or designate
• Flexibility to travel throughout the region to provide support as required
• Perform other duties as needed
• Demonstrates strong understanding of industry trends, scams, risks/threats and how they impact the member and FirstOntario

Operations

• Adhere to policies and procedures at all times, as amended from time to time
• Complete work accurately, promptly and fully from beginning to end
• Provide overrides and other such operational work within guidelines outlined in your "Letter of Authority"
• Perform audits and proofing, as required
• Perform actionable requirements associated with control and exception reports (delinquencies, maturing products etc.)
• Consider health & safety as a primary concern to ensure the overall well-being of the department and members
• Take on the role of Acting Manager, as required
• Perform other duties as assigned

Required Skills And Qualifications

• Must have minimum 5 continuous years' of experience in the Member Consultant or Member Experience Representative role with FirstOntario or a comparable role at another financial institution; or combination thereof
• Must have first level limits, or have achieved within 6 months of starting role; required to have second/third level limits within 12 months of starting role.
• Successfully complete the applicable testing
• Competent knowledge of Microsoft Office Suite, Temenos Banking System and Criterion or equivalent banking and lending platforms
• Must have superior interpersonal and communication skills
• Must be able to work well with minimum supervision
• Experience providing support and feedback to colleagues
• Ability to effectively problem solve to find creative and beneficial solutions
• Be flexible and adaptable to changing priorities
• Ability to share knowledge and best practices
• Must be capable of working as a team player, willing to assist other staff of any location
• Maintain current knowledge of the Financial Service Industry and trends
• Be able to take action in difficult and challenging situations and deal with uncertainty
• Ability to identify and mitigate enterprise risk factors and ensure compliance with applicable regulations, legislation and FirstOntario policies and procedures
• This assignment is primarily a remote position. Meetings take place virtually through phone and video technology
• Reliable transportation required and willing to travel within the region to provide support

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know.

This is for an existing vacancy.

Salary: $29.20 per hour