Member Service Representative

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Alterna Savings is seeking a full-time, on-site Member Service Representative in Fort Frances for a one-year term, 33.25 hours per week, with benefits and a pay range of 18 to 22 per hour. The MSR will provide professional service, process deposits and withdrawals, bill payments, transfers and currency exchanges, build quick rapport, promote Alterna products, and refer complex needs to internal partners while staying compliant. The role also supports opening new accounts and addressing general inquiries, with a strong focus on sales goals and participation in branch campaigns and quarterly training. Preference for post-secondary education or equivalent experience, and teller or sales background. To apply, tailor your resume to highlight cash handling, sales success, concrete examples of improving member experience, and demonstrate collaboration and integrity with flexibility for on-site hours in Fort Frances.

Job Type: 1 year, Full time term contract. 33.25/hrs a week with 1 hour lunches. 

Vacancy Status: This is a existing position

Target Salary Range: $18 - $22/hr with Health Benefits. 

The compensation for this position is determined by a combination of skills, experience and is aligned to the market in which the job is posted. Your recruiter will provide additional details about our total rewards package during the hiring process.

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 provide an excellent member/client experience.

This role quickly develops a rapport with members/clients and 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 and adherence to operational policies and procedures.

As part of ongoing development, this role will require that you be flexible to assist in other areas of the branch, as required, with greeting and directing members as well as opening new accounts and dealing with general inquiries regarding our products and services.

Major Responsibilities:

• Responds to member/client needs by delivery of friendly, efficient service and accurately processing various financial transactions including deposits, withdrawals, cheque cashing/ordering, bill payments, money orders, transfers, or foreign currency exchange.
• Resolves member/client issues at first point of contact where possible and refers to senior internal officers based on the complexity of the situation.
• Strives to create a positive member/client experience through each interaction and looks for ways to continuously improve the overall member/client branch experience.
• Maintains a strong level of knowledge with respect to Alterna Savings’ products, services, sales disciplines, and current marketing campaign programs/strategies.
• Actively participates in all sales disciplines (i.e., high five goals, side-by-side coaching, quarterly sales cycle training) and participates in branch campaign initiatives.
• Utilizes quarterly learning to adapt strategies and increase results.
• Ensures ongoing compliance and adherence to operational policies, procedures, objectives, and Code of Business Conduct.
• Actively collects applicable fees and revenues, contributing to branch financial goals.
• Finds solutions to enhance the member/client experience and minimize factors that may negatively impact the member/client experience.
• Actively participates in setting individual sales and referral targets, goal setting and regular coaching sessions.
• Performs other duties as assigned by Management.

Expectations / Outcomes:

• Alterna Savings’ members will view the organization as exceeding their expectations in terms of service quality.
• Personal sales and referral goals will be achieved, contributing to the overall growth of the branch and the organization.
• Alterna Savings’ members will have the appropriate products that suit their needs.
• Professional and safe work environment is maintained.
• Accurate posting, cash management (including balancing), administrative, and security and risk management procedures.

Qualifications:

• Post-secondary education preferred or an equivalent level of experience and education.
• Previous experience in a sales role, including cash is preferred.
• Previous Teller experience would be an asset.
• Ability to work flexible hours based on branch operation hours.

About Alterna Savings

Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking® for over 115 years creating financial services that transform lives for the better, all while giving back to our community. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.

Alterna is the first full-service, member-owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network comprised of 40 branches across Ontario, a call centre and multiple digital channels. Members and customers also benefit from an industry-leading online brokerage and investment management services.

To learn more about Alterna Savings, please visit alterna.ca, X, Facebook, Instagram, or LinkedIn.

Working at Alterna

We are incredibly proud of our corporate culture, embodying our core values: Collaboration, Integrity, and Respect, where everyone works together towards a common goal; the financial wellbeing of our employees, members, and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for nine consecutive years.

* We appreciate all applicants; however, 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 and our team strives to provide an accessible accommodation experience. If you have a disability and require accommodations during the recruitment process, please contact our Recruitment Team and let us know how we can accommodate you.

* Alterna does not currently use Artificial Intelligence (AI) to screen, assess, or select applicants