Senior Member Experience Representative

Why FirstOntario?

Competitive compensation packagesEnhanced mental health benefits through SunLife and TELUS HealthExclusive banking benefitsUp to $1000 per year towards professional developmentPension PlanCompany-wide Employee Volunteer program (Blue Wave Program)Employee and Family Assistance Program

Job Overview

The Senior Member Experience Representative role is responsible to provide relevant, timely and accurate financial advice to members to assist them in meeting their financial goals, and to become the financial institution of choice. Utilizing a team approach, the Senior Member Experience Representative identifies sales opportunities and ensures these opportunities are fulfilled by utilizing the appropriate resources and teams. The Senior Member Experience Representative will provide regular job shadowing and mentoring to Member Experience Representatives throughout their assigned region.

Role

Sales & Service

• Responsible for achieving sales targets and goals as set out by the Branch Manager or designate
• Uncover and identify sales opportunities
• Actively solicit, follow up and cross sell products and services to members to increase share of wallet and ensure we are their primary financial institution of choice
• Assist with achieving the goals and objectives relating to business development as set forth by the Branch Manager
• Provide the right financial advice based on a thorough understanding of member's financial goals and develop a financial plan that meets their needs
• Provide relevant and qualified referrals based on business plan and assigned goals to strategic business partners including Wealth Management, Business & Commercial departments
• Complete credit sales to closure, while adhering to terms and conditions of relevant policies and procedures
• Maintain an up-to-date tracking record of sales, sales results, opportunities, retention, consolidation and acquisition
• Be quick to respond to requests for service from all members
• Apply FirstOntario Credit Union's sales and service standards with all members
• Resolve inquiries and/or concerns members have as required
• Apply sound service and business judgment in all activities and interactions, and make decisions within prescribed lending limits
• Keep contact diary system up to date with relevant follow up action for all members
• Maintain ongoing activity plan to assist prioritizing sales, service and operational work
• Provide job shadowing and mentoring to the Member Experience Representatives in the region
• Participate in the onboarding for employees new to the Member Experience Representative role as outlined by the Employee Development Department
• Actively participate and present at branch sales meetings
• Actively participate in creating and executing strategic initiatives in conjunction with the Branch Manager, or designate
• Flexibility to travel throughout regional branches required, to provide support on an on call basis
• Perform other duties as required

Operations

• Complete branch opening and closing activities, as required or assigned
• Provide overrides and other such operational work within guidelines outlined in your "Letter of Authority"
• Perform audits and proofing, as required
• Perform actionable requirements associated with control and exception reports (delinquencies, maturing products etc.)
• Consider health & safety as a primary concern to ensure the overall well-being of the branch and members
• Take on the role of Acting Branch Manager, as required
• Perform other duties as required

Required Skills And Qualifications

• Must a minimum of 5 continuous years' of experience in the Member Consultant or Member Experience Representative role with FirstOntario or a comparable role at another financial institution; or combination thereof
• Successfully complete the testing for the Senior Member Experience Representative role
• Competent knowledge of Microsoft Office Suite, Temenos Banking System and Criterion or equivalent banking and lending platforms
• Must have superior interpersonal and communication skills
• Must be able to work well with minimum supervision
• Experience providing coaching and feedback to colleagues
• Ability to effectively problem solve to find creative and beneficial solutions
• Maintain current knowledge of the Financial Service Industry and trends
• Be able to take action in difficult and challenging situations and deal with uncertainty
• Ability to identify and mitigate enterprise risk factors and ensure compliance with applicable regulations, legislation and FirstOntario policies and procedures
• Reliable transportation required and willing to travel within the region to provide support

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know.

Key skills/competency

• Member Experience
• Sales Targets
• Financial Advice
• Cross-selling
• Mentoring
• Problem-solving
• Customer Service
• Banking Platforms
• Microsoft Office Suite
• Compliance