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Client Services Associate

2 months ago

Kingston, New York, United States Alterna Bank Full time

Member Service Representative

Job Category: Retail Branches

Requisition Number: MEMBE002524

Job Overview

Position Scope

The Member Service Representative (MSR) is responsible for delivering exceptional service to members and clients by leveraging comprehensive knowledge of Alterna products and services. This role is pivotal in addressing transactional needs and ensuring a superior member/client experience.

Quickly establishing rapport with members and clients, the MSR proactively identifies their requirements, promotes relevant Alterna offerings, and directs them to the appropriate internal resources based on the complexity of their needs, all while adhering to operational policies and procedures.

Flexibility is essential, as this role may involve assisting in various branch functions, including welcoming members, opening new accounts, and addressing general inquiries about our offerings.

Key Responsibilities

- Provide friendly and efficient service while accurately processing financial transactions such as deposits, withdrawals, cheque cashing, bill payments, money orders, transfers, and foreign currency exchanges.

- Resolve member/client issues at the first point of contact whenever possible, escalating to senior personnel as necessary.

- Strive to enhance the member/client experience through each interaction and seek opportunities for continuous improvement.

- Maintain an in-depth understanding of Alterna Savings products, services, sales strategies, and current marketing initiatives.

- Actively engage in sales activities, including setting personal sales and referral targets, participating in coaching sessions, and contributing to branch campaign efforts.

- Ensure compliance with operational policies, procedures, and the Code of Business Conduct.

- Collect applicable fees and revenues, supporting branch financial objectives.

- Identify solutions to improve the member/client experience and mitigate any potential negative impacts.

Performance Expectations

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

- Personal sales and referral goals will be met, contributing to the overall success of the branch and organization.

- Members will receive products tailored to their needs.

- A professional and secure work environment will be upheld.

- Accurate transaction processing, cash management, and adherence to security protocols will be maintained.

Qualifications

- Post-secondary education is preferred, or equivalent experience and education.

- Previous experience in a sales role, particularly involving cash handling, is advantageous.

- Experience as a Teller is a plus.

- Flexibility to work varied hours, including weekends, is required.

Core Competencies

- Member/Client Centricity: Sustains strong member relations.

- Continuous Learning & Agility: Self-assesses to maintain effectiveness.

- Teamwork: Positively contributes as a team member.

- Achievement Orientation: Consistently meets performance expectations.

- Adaptability: Recognizes the impact of change on work.

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

- Impact & Influence: Persuades using facts and available information.

- Initiative: Proactively addresses current issues.

Alterna Savings and Credit Union Limited has been a leader in banking for over a century, serving more than 185,000 members through a network of branches and digital channels. Our commitment to community and member financial wellbeing has earned us recognition as a top employer.

We are dedicated to fostering a collaborative corporate culture where everyone works towards the common goal of enhancing the financial health of our members and customers.