Financial Service Representative

JOB SUMMARY:

As part of our Retail Sales team, reporting to the Manager, Member Services, your main objective will be to assist our members in reaching financial comfort by developing a solid financial plan to efficiently manage their income, expenses, assets, and liabilities in order to meet their short, medium, and long-term financial objectives, ultimately allowing them to make strong, informed decisions. In addition, the Financial Services Representative (FSR) is required to market our products and services in line with our clearly defined policies and procedures. This position will be expected to promote, upsell, and cross-sell our full range of lending and investment vehicles with emphasis on consumer loans, mortgages, lines of credit, deposit and investment vehicles, and sundry services.

RESPONSIBILITIES:

• Development of financial plans based on recommendations for the achievement of the members’ specific objectives.
• Ongoing monitoring and modification of the plans so that it continues to meet the member’s needs.
• Follows a structured framework, which enables members to make informed financial decisions.
• Attends and participates in sales meetings and in-service training sessions.
• Markets all of the Credit Union’s products and services within clearly defined policies and procedures.
• Promotes, upsells, cross-sells, and advises on the full range of lending and investment vehicles with emphasis on consumer loans, mortgages, lines of credit, deposit and investment vehicles, and sundry services by actively soliciting growth membership opportunities and following up on staff referrals, sales initiatives, and member inquiries.
• Responsible for keeping current on all Learning and Development Courses, annual compliance, lending, investment, etc.
• Handles walk-in inquiries and immediate requests from members.
• Requirement target for member appointments daily.
• Requirement target for member outreach per day.
• Actively pursue member’s business through outbound calls.
• Mitigate YNCU risk by utilizing a lending authority letter.
• Responsible for always following privacy and confidentiality policies.
• Verification of members for compliance.
• Approves loans, mortgages, and lines of credit using the authority limit outlined in the personal lending letter of authority and/or makes recommendations for approval/declines to the Retail Sales Manager / Branch Manager / Credit Management Committee.
• Utilize investment discretion to provide bonus rates for members.
• Cheque signing and override capability outlined in the override letter of authority assigned.
• Opening and closing branch procedures as assigned.
• Prepares credit applications and ensures instructions outlining conditions of credit are clearly laid out on a checklist for appropriate documents associated with credit, sale of savings and investment products.
• Makes necessary entries to the banking system to set up credit and investment products.
• Performs annual reviews of lines of credit, mortgages, and investments that are up for renewal and contacts members.
• Works closely with Credential Financial Strategies Insurance Advisor and Wealth Consultants and Advisors to provide the highest level of quality service consistent with CFCU’s guidelines and policies.
• Communicate with partner departments for member needs example Estate admin, investments, commercial, etc.
• Utilizing digital signing with the responsibility to comply with audit policies for YNCU.
• Working knowledge of YNCU digital platforms - (examples: Salesforce, DNA, LOS, FCT, etc.)
• Complete Fraud cases.

ADDITIONAL RESPONSIBILITIES:

• Follow up with members for home insurance coverage and tax arrears when sent from the collections department.
• YNCU payment protection expert.

OTHER DUTIES:

• Guide members on CRA tax season reports and tax slips, confirming and explaining T5 breakdown report in S Drive.
• Advise members of contribution limits for registered accounts.
• Key principal payments to mortgages ensuring it doesn’t exceed prepayment policies.
• Achieve annual sales targets as per organization need (new membership growth, lending deposits, credit cards, Class A shares, payment protection).
• Come prepared for coaching conversations with ideas on how to close gaps/discuss successes.
• Maintain strong member relationships.
• Completing, sending out, and following up on transfer documents of registered products.
• Follow up with members regarding inquiries sent from the front line, SEC, or estate department.
• Create help desk tickets as required.
• Ensure follow-up and continued response to maintain an excellent member experience.
• Responsible for opening and maintaining accounts offered by the credit union - for example Estates, Organizations, and Registered/Non-registered products.
• Handle member concerns and complaints sent via department channels using the YNCU complaints process.
• Member Facing Professional Image standards.
• Work with lawyers and realtors, and brokers to facilitate lending products and services.
• Sales Marketing/networking to build membership.
• Creating action and business plans to help reach sales targets.
• Collecting and organizing confidential member information.
• Responsible for making recommendations for mortgage/loan extensions.

QUALIFICATIONS:

• University or College degree/diploma, preferably in Business or equivalent work experience with a minimum of three years of related experience in a financial institution.
• Proficient in Microsoft Office Suite, YNCU’s systems, and job-related software.
• Knowledge of all YNCU’s products, services, and banking system.
• Proven communication, interpersonal, time management, and superior customer service skills.
• Willingness to work in a learning environment and upgrade education and skills to keep pace with changes in this job function.

COMPETENCIES & SKILLS:

• Demonstrated ability to effectively problem solve and make decisions as well as manage conflicting priorities.
• Proficient in Microsoft Office Suite, including Excel and Outlook.
• Strong planning, organizational, and time management skills.
• Communicate in a professional, respectful, effective, and timely manner.
• Ability to work well independently and collaboratively as a team member.
• Demonstrate integrity and build trust with others and remain open to ideas.
• Embrace and manage change.
• Provide exceptional member and internal client service.
• Be self-motivated, resourceful, and flexible.
• Maintain confidentiality of sensitive and proprietary information.

BENEFITS:

• Casual dress
• Company events
• Company pension
• Dental care
• Employee assistance program
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Vision care
• Wellness program

FLEXIBLE LANGUAGE REQUIREMENT:

• French not required

SCHEDULE:

• Monday to Friday

EXPERIENCE:

• Customer service: 3 years (required)

Work Location: In person