Personal Banking Coordinator

Job Details

Description

Scope of Position

The Personal Banking Co-ordinator is the first point of contact for members/clients entering an Alterna branch and responsible for co-ordinating the optimum member/client experience. As the branch ambassador, this role utilizes a solid knowledge of financial products and services to enable effective referrals to appropriate partners within the branch. Through targeted probing, this role identifies potential sales opportunities and transitions members/clients smoothly to internal partners for seamless service delivery.

The Personal Banking Co-ordinator continuously searches for better ways to enhance the member/client experience, ensures efficient booking of appointments and maintains efficient and effective branch operations.

Key Responsibilities

• Creates a positive member/client experience at every interaction and looks for ways to contribute to the ongoing improvement of the overall member/client experience
• Delivers the ultimate member/client experience through service which is efficient, professional and respectful at all times, while seeking ways to minimize factors that may negatively impact the member/client experience.
• Ensures that member/client needs are met, performs basic transactions and solves account problems within their scope of authority and seeks advice when necessary
• Uses probing skills to determine unmet member/client needs, discusses suitable products and services
• Refers member/client to the most appropriate associate who is able to service their needs
• Books appointments, and performs courtesy calls
• Ensures members/clients are comfortable and that information regarding Alterna offerings is readily available for them to review while waiting for service
• Maintains a high level of knowledge with respect to Alterna products, services and marketing programs/strategies
• Actively participates in all sales disciplines (i.e. monthly coaching, side-by-side coaching) 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
• Assists with the ongoing maintenance of the physical selling environment, including branch merchandising, point of sale material (materials, brochures, office supplies, etc.)
• Replaces the Member Services Representatives during peak times
• Performs other duties as assigned by Management
  
  

Qualifications

• Post secondary education combined with 2 years related experience in a similar role in a financial institution
• Or a high school diploma coupled with a minimum of 3 years experience in a member service related position at Alterna Savings or at another financial institution
• Good investment and credit knowledge
• Excellent communication skills that enable effective interaction with coworkers and members/clients.
• Uses diplomacy and demonstrates professional and tactful service delivery to facilitate solutions to member/client issues or concerns.
• Service leadership that creates a positive team atmosphere and productive work environment.
• Demonstrates assertiveness while maintaining a calm demeanor when resolving issues
• Fosters strong relationships with internal partners to ensure seamless service delivery
• Self-motivated to seek developmental opportunities, ensuring complete understanding of Alterna products, services and strategic goals.
• Working knowledge of various Windows-based computer applications such as e-mail and Internet navigation; knowledge of Word and Excel is preferred.
• Embraces change and manages competing priorities in a fast-paced environment.
• Strong attention to detail and organizational skills
  
  

Competencies

• Member/Client Centricity-Builds positive member/client 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 and sound judgment.
• Impact & Influence-Uses facts and available information to persuade.
• Initiative-Addresses imminent issues or opportunities.
• 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 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.

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 and investment management services.

Working at Alterna

We are incredibly proud of our corporate culture of Integrity, Respect and Collaboration, 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 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.