Personal Banking Coordinator Job Toronto area,Ontario Canada,Customer Service/HelpDesk

Job Type: Full-Time

Vacancy Status: This posting is for an existing vacancy

Target Salary Range: $39,000 - $42,000

The compensation for this position is determined by a combination of skills, experience and is aligned to the market in which the job is posted. Your recruiter will provide additional details about our total rewards package during the hiring process.

Scope of Position

The Person al 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 Person al 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

Good Computer skills

Key Skills

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


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