Member Service Representative
Reporting Manager Title Manager, Personal Finance
Employment Status Casual
Department/Branch Pembroke Branch
Location Pembroke Branch
Scope of Position
The Member Service Representative (MSR) provides professional and efficient service
to members/clients utilizing sound knowledge of Alterna products and services to fulfill
their transactional needs and provide an excellent member/client experience.
This role quickly develops a rapport with members/clients and proactively identifies
their needs, promotes Alterna products and services and refers members/clients to the
appropriate internal partner based on the complexity of their requirements, while
ensuring compliance and adherence to operational policies and procedures.
As part of ongoing development this role will require that you be flexible to assist in others areas
of the branch, as required, with greeting and directing members as well as opening new
accounts and dealing with general inquiries regarding our products and services.
Responds to member/client needs by delivery of friendly, efficient service and accurately
processing various financial transactions including deposits, withdrawals, cheque
cashing/ordering, bill payments, money orders, transfers or foreign currency exchange.
Resolves member/client issues at first point of contact where possible and refers to senior
internal officers based on the complexity of the situation.
Strives to create a positive member/client experience through each interaction and looks for
ways to continuously improve the overall member/client branch experience.
Maintains a strong level of knowledge with respect to Alterna Savings’ products, services, sales
disciplines and current marketing campaign programs/strategies.
Actively participates in all sales disciplines (i.e., high five goals, side-by-side coaching, quarterly
sales cycle training) 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.
Actively collects applicable fees and revenues, contributing to branch financial goals.
Finds solutions to enhance the member/client experience and minimize factors that may
negatively impact the member/client experience.
11/9/2017 Alterna Savings and Credit Union Ltd. – Careers
Actively participates in setting individual sales and referral targets, goal setting and regular
Performs other duties as assigned by Management.
Post-secondary education preferred or an equivalent level of experience and education.
Previous experience in a sales role, including cash is preferred.
Previous Teller experience would be an asset.
Ability to work flexible hours, including weekends.
Excellent oral and good written communication skills that enable effective interaction with
coworkers and members/clients.
Ability to utilize professional and tactful interpersonal skills to facilitate resolution and solutions
to member/client issues or concerns.
Mathematical reasoning to accomplish tasks such as balancing, determining percentages and
ratios, is required.
Attention to detail and accuracy.
Service leadership that creates a positive team atmosphere and productive work environment.
Motivation to seek developmental opportunities ensuring complete understanding of Alterna
Savings’ products, services and strategic goals.
Working knowledge of various Windows-based computer applications such as e-mail and
Internet navigation; knowledge of word
Flexibility to embrace change in a fast paced environment.
Strong organizational skills.
Member/Client Centricity-Sustains member relations.
Continuous Learning & Agility-Self assesses and monitors oneself to maintain personal
Teamwork-Contributes positively as a team member.
Achievement Orientation-Consistently meets work expectations.
Adaptability-Recognizes how change will affect work.
Impact & Influence-Uses facts and available information to persuade.
Initiative-Addresses current issues.
Sales Process-Applies Alterna’s sales principles.
Professional/Technical Expertise-Demonstrates working knowledge as relates to the job’s role.
Additional Information Compensation
At Alterna, 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 above.
* Alterna is compliant with the Ontarians with Disabilities Act. If you have a disability, please
contact the recruiter to let us know how we can accommodate you.
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