TEST - Member Service Specialist

Looking to grow your Career at Alterna?

Scope of Position

The Member Service Specialist adheres to predetermined service standards and provides prompt, courteous service to Alterna Savings members and Alterna Bank clients in English or French. A successful incumbent consistently provides accurate information and safeguards member/client information. Possessing a superior level of product knowledge, member service and cross-selling skills the Member Service Specialist consistently demonstrates these qualifications through high quality interactions with members/clients.

The Member Service Specialist must have a sincere desire to provide optimum service and solutions for members/clients through resourceful thinking and the ability to respond to change on short notice. Cheerful dispositions combined with the stamina to work in a fast paced environment are key qualities of the successful candidate.


Key Responsibilities

• Process everyday transactions – bill payments, transfers, online/telebanking assistance, cheque orders, address changes, stop payments, ABM cards, etc.


• Handles investment calls - creating investments, inquiries, booking sales appointments to our branches


• Handles credit calls - assist with investigating discrepancies & answering inquiries about their credit products, payments and booking sales appointments to our branches


• Provide information of a general nature including hours of operation, locations, etc.


• Provide information of a specific nature (releasing account information to members/clients after obtaining sufficient identification)


• Provide information on proprietary and third party product/service offerings and channels


• Respond to members/clients email inquiries


• Respond to specific inquiries about Alterna’s activities, e.g. promotional campaigns, educational seminars, annual meeting, product/service changes, etc.


• Respond to inquiries on both personal and business accounts


• Solve member's/client's account problems within the scope of authority


• Exercise judgment by referring to appropriate employee in a timely and professional manner when the situation exceeds their authority or cannot be resolved with the information at hand


• Actively participates in meetings and coaching sessions


• Other duties as assigned


• Participate in achieving corporate goals through outgoing calls campaigns; cross selling and making qualified referrals to specialized sales force and/or strategic partners

Qualifications

• Call center related work (inbound/outbound experience)


• Minimum 1 year experience in a member service role in a financial institution


• Post-Secondary Education

Key Skills and Competencies

• Comprehensive knowledge of products, services and delivery channels


• Strong communication skills (written and verbal)


• Excellent listening skills


• Ability to convey information to the audience in question (existing client; potential purchaser of service, new client, etc.)


• Proven ability in sales and service


• High level of proficiency with and ability to effectively learn, computer programs


• Self-motivated and energetic


• Ability to overcome objections and work under extreme pressure(high volume; flexible work days and hours etc.)


• Ability to adapt to change and work in a fast paced environment


• Team player


• Superior problem solving

Compensation

At Alterna Savings, we offer a competitive total rewards program and an opportunity to truly make a difference. If you put people first and value excellence and integrity, we hope you'll apply!

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