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Member Relations Coordinator

2 months ago

Kingston, New York, United States Alterna Bank Full time

Client Service Associate

Job Category: Retail Branches Requisition Number: MEMBE002524

Job Overview

Position Summary

The Client Service Associate (CSA) delivers exceptional and professional service to members and clients by leveraging a comprehensive understanding of Alterna's offerings to meet their transactional needs and enhance their overall experience.

This position fosters strong relationships with members and clients, proactively assesses their requirements, promotes Alterna's products and services, and directs them to the appropriate internal resources based on the complexity of their inquiries, while ensuring compliance with operational policies and procedures.

As part of ongoing development, this role requires flexibility to assist in various areas of the branch, including welcoming and guiding members, opening new accounts, and addressing general inquiries regarding our offerings.

Key Responsibilities

- Responds to member and client inquiries by providing friendly, efficient service and accurately processing a variety of financial transactions, including deposits, withdrawals, cheque cashing/ordering, bill payments, money orders, transfers, and foreign currency exchange.

- Resolves member and client issues at the first point of contact whenever possible and escalates to senior internal staff based on the complexity of the situation.

- Strives to create a positive experience for members and clients through each interaction and seeks opportunities to enhance the overall branch experience.

- Maintains a robust understanding of Alterna Savings products, services, sales strategies, and current marketing initiatives.

- Actively engages in all sales activities (e.g., setting goals, coaching, training) and participates in branch campaign initiatives.

- Utilizes ongoing learning to adapt strategies and improve outcomes.

- Ensures continuous compliance with operational policies, procedures, objectives, and the Code of Business Conduct.

- Collects applicable fees and revenues, contributing to the financial objectives of the branch.

- Identifies solutions to improve the member and client experience and mitigate factors that may negatively impact it.

- Participates in setting individual sales and referral targets, as well as regular coaching sessions.

- Performs additional duties as assigned by management.

Expectations / Outcomes

- Members will perceive Alterna as exceeding their expectations in service quality.

- Personal sales and referral targets will be met, contributing to the growth of the branch and the organization.

- Members will receive appropriate products tailored to their needs.

- A professional and safe work environment will be maintained.

- Accurate transaction processing, cash management, administrative tasks, and adherence to security and risk management protocols.

Qualifications

- Post-secondary education is preferred or an equivalent level of experience and education.

- Previous experience in a sales role, including cash handling, is preferred.

- Prior experience as a Teller would be advantageous.

- Ability to work flexible hours, including weekends.

Competencies

- Member/Client Centricity: Sustains member relations.

- Continuous Learning & Agility: Self-assesses and monitors personal effectiveness.

- Teamwork: Contributes positively as a team member.

- Achievement Orientation: Consistently meets work expectations.

- Adaptability: Recognizes how change impacts work.

- Decision Making & Problem Solving: Makes decisions based on established guidelines.

- Impact & Influence: Uses facts and information to persuade.

- Initiative: Proactively addresses current issues.

- Adheres to all Alterna Savings and Alterna Bank Policies and Procedures.

About Alterna Savings

Alterna Savings and Credit Union Limited (Alterna) has been a leader in ethical banking for over a century. With assets under management, it ranks among Canada's top credit unions. Alterna is committed to providing exceptional financial services while giving back to the community.

Working at Alterna

Alterna offers a dynamic and impactful work environment where employees contribute to the financial well-being of members and customers. The organization is proud of its collaborative culture and has received multiple awards for being a top employer.