Personal Banking Associate

Scope of Position

This role is the ambassador for new members to Alterna, all walk in requests and referrals to the rest of the sales team. The incumbents must quickly and efficiently probe to uncover and assess overall needs of all members (at every contact) and identify opportunities for cross-sell, up sell, and is able to meet the needs of all mass market members by providing appropriate education, advice, products and services. They will also identify members with more complex needs with and refer to their appropriate branch partner.

The Personal Banking Associate contributes to the team’s sales plan through effective assessment of members’ financial needs and providing product and service solutions to satisfy the primary needs. Proactively promotes, up sells and delivers a full range of banking products and services. Deals primarily with member initiated contact (walk in, e-mails, in bound calls, faxes).

Major Responsibilities

• Follows all sales and service processes
• Meet sales targets by delivering products and services that satisfy the members’ primary need.
• Probes to uncover additional needs to cross sell and up sell at every member interaction
• Provides education and advice to members on basic transactional banking and less complex investment and credit situations.
• Identify and refer high value or high potential members to appropriate staff.
• Through opportunity spotting maximizes growth and retention.
• Attends and actively partakes in branch meetings, huddles, sales initiatives and campaigns.
• Is available for all walk in traffic and other member initiated contact
• Acts to address on the spot referrals from MSR team.
• Meets voice mail/call handling guidelines. Respond to members within 4 hrs.
• Maintain a solid working knowledge and understanding of all products and services we offer and keep up to date with procedural changes including new accounts, investments, loans and mortgages.
• Be proficient in the use of sales and service tools to support member interactions
• Identify and set personal development plan and complete activities set in
• Actively participate in regular weekly goal setting meeting and coaching sessions.
• Compliant with anti money laundering guidelines and other compliance and regulatory guidelines.
• Perform other duties as assigned.

Educations / Certifications / Experience

• Post secondary education coupled with a minimum 2 years experience in a sales industry or equivalent experience
• Financial Services Industry experience an asset
• Proven sales experience
• Experience in providing credit solutions an asset

Knowledge / Skills

• Knowledge of investments, loans; basic knowledge of mortgages
• Working knowledge and ability to demonstrate basic sales skills required for opportunity spotting and uncovering needs
• Sound knowledge of various computer applications such as Excel, Word etc
• Good problem-solving skills sufficient to identify, analyze and resolve basic member issues/problems
• Excellent interpersonal and communication skills

Competencies

• Member Engagement -Sustains member relations
• Continuous Learning & Agility-Self assesses and monitors oneself to maintain personal effectiveness
• Teamwork-Contributes positively as a team member
• Achievement Orientation-Consistently meets work expectations
• Adaptability-Recognizes how change will affect work
• Decision Making & Problem Solving-Makes decisions based on guidelines
• Impact & Influence-Uses facts and available information to persuade
• Initiative-Addresses current issues
• Sales Process-Applies Alterna’s sales principles
• Professional/Technical Expertise-Demonstrates working knowledge as relates to the job’s role

About Alterna Savings

Alterna Savings and Credit Union Limited (Alterna) has been the good in banking™ for over 115 years. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.

As the first full-service, member-owned cooperative financial institution outside Quebec, Alterna Savings shares its expertise with over 210,000 members through a network of over 40 branches across Ontario, as well as call centre and digital channels. Members and customers also benefit from an industry-leading online brokerage, investment management services, and have access to over 43,000 surcharge-free ATMs in North America with THE EXCHANGE Network in Canada and the Allpoint Network in the US.

Working at Alterna

Alterna offers a fast-paced, impactful work experience in an organization that cares about doing good. For over 115 years, Alterna has been creating financial services that transform lives for the better, all while giving back to our community.

We are incredibly proud of our corporate culture, where everyone works together towards a common goal; the financial wellbeing of our members and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for eight years running.

• Although we appreciate all applicants, preference will be given to candidates who most closely meet the qualifications, key skills, and competencies outlined above.

• Alterna is compliant with the Ontarians with Disabilities Act. If you have a disability, please contact our Recruitment Team and let us know how we can accommodate you.