Overview Member Service Representative (Casual) Alterna Savings Status: Casual Expected working hours: 1-2 days per week Scope of Position 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 create an excellent member/client experience. This role quickly develops rapport with members/clients, proactively identifies needs, promotes Alterna products and services, and refers to the appropriate internal partner based on complexity while ensuring compliance with operational policies and procedures. The role may require flexibility to assist in other branch areas, including greeting, directing members, opening new accounts, and handling general inquiries about products and services. Major Responsibilities Respond to member/client needs by delivering friendly, efficient service and accurately processing financial transactions (deposits, withdrawals, cheque cashing/ordering, bill payments, money orders, transfers, foreign currency exchange). Resolve member/client issues at first point of contact where possible; refer to senior staff as needed. Maintain a high level of knowledge of Alterna products, services, sales disciplines, and current campaigns. Participate in sales disciplines (e.g., goals, coaching, training) and branch campaign initiatives; adapt strategies based on quarterly learning. Ensure compliance with operational policies and Code of Business Conduct. Contribute to branch financial goals by actively collecting applicable fees and revenues. Identify solutions to enhance the member/client experience and minimize negative impacts. Participate in setting and pursuing individual sales and referral targets with regular coaching. Perform other duties as assigned by Management. Expectations / Outcomes Members view Alterna as delivering superior service quality. Personal sales and referral goals are achieved, contributing to branch and organizational growth. Members have appropriate products that meet their needs. Professional and safe work environment is maintained. Accurate posting, cash handling (balancing), administrative, security, and risk management procedures are followed. Qualifications Post-secondary education preferred or equivalent experience. Previous experience in a sales role, including cash handling, is preferred. Previous Teller experience is an asset. Ability to work flexible hours, including weekends. Competencies Member/Client Centricity Sustains member relations Continuous Learning & Agility Self-assesses and maintains effectiveness Teamwork Positive contributor in a team Achievement Orientation Consistently meets expectations Adaptability Responds effectively to change Decision Making & Problem Solving Makes decisions based on guidelines Impact & Influence Uses facts to persuade Initiative Addresses current issues Adherence to policies and procedures About Alterna Savings Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking for over 115 years. Alterna is made up of Alterna Savings and Credit Union Limited and its subsidiary, Alterna Bank. We are the first full-service, member-owned cooperative financial institution outside Quebec, serving over 210,000 members across Ontario. Learn more at alterna.ca and follow us on social platforms. Working at Alterna We value Collaboration, Integrity, and Respect. Our culture has earned awards including the National Capital Regions Top Employers. We strive to provide an accessible recruitment process; if you require accommodations, please contact our Recruitment Team. We appreciate all applicants; however, preference will be given to those who most closely meet the qualifications and competencies above. Alterna is compliant with accessibility requirements; accommodations during the recruitment process are available upon request. #J-18808-Ljbffr
Job Title
Member Service Representative (Casual)