Scope of Position

This role engages with existing Alterna Savings members and Alterna Bank clients through various outreach activities within our Contact Centre. This is a Contact Centre role, with focus on connecting virtually with members/clients to explore and deepen their relationship with Alterna. The successful candidate will make outbound calls with a focus on building connections and deepening financial engagement within our existing member/client base and growing our membership. Sales are driven by booking appointments and making referrals to our branch network, Mortgage and Wealth specialists’ channels as well as Member Advice Specialist team inside the Contact Centre.

Major Responsibilities

• Meet sales/referral targets by actively working outreach lists and connecting with members/clients.

• Handles Investments calls – creating investments, inquiries, booking sales appointments to our branches.

• Handles Credit calls – Assist with investigating discrepancies & answering inquiries about their credit products, payments and booking sales appointments to our branches.

• Provides education and advice to members on basic transactional banking and less complex investment and credit situations

• Identify additional opportunities while speaking with members.

• Refers business and books appointments with the appropriate advisors

• Maximize sales opportunities by probing to uncover additional needs to cross sell and up sell at every interaction by looking for potential opportunities on every call.

• Maximizes sales opportunities by following the PEERS model and using effective sales interviewing skills that uncover longer term financial needs.

• Manage individual sales pipeline with strong leads management discipline and practices.

• Adheres to all sales and service processes for Contact Centre to satisfy compliance needs.

• Other duties as assigned.

Expectations/Outcomes

• Consistent exceptional member/client experience provided to both internal and external clients to satisfy needs

• Adhere to all company policies, compliance, and regulatory requirements on a consistent basis

• The ability and confidence to upsell and cross sell a full suite of product/services to generate/support revenue goals

Contacts

• Members

• Clients

• Other financial institutions

• General public

• Branch employees

• Internal staff

• Management

• Partners/alliances such as Collabria; Aviso, Credit Risk Management Canada

Qualifications

Education / Certification / Experience

• Post-Secondary Education in a related business field and/or equivalent work experience

• Minimum 1 year progressive sales experience or experience in a client servicing role with proven sales results

Knowledge / Skills

• Proven ability in sales and service

• Comprehensive knowledge of financial products, services, and delivery channels

• Strong communication skills (written and verbal)

• Excellent listening skills

• Ability to convey information to the audience in question (existing client, potential purchaser of service, new client, etc.)

• High level of proficiency with and ability to effectively learn, computer programs

Competencies

• Self-motivated and energetic

• Ability to overcome objections and work under pressure (high volume, flexible work hours etc.)

• Ability to adapt to change and work in a fast-paced environment

• Team player

• Superior problem solving

About Alterna Savings

Alterna Savings and Credit Union Limited (Alterna) has been the good in banking™ for over 115 years. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.

As the first full-service, member-owned cooperative financial institution outside Quebec, Alterna Savings shares its expertise with over 210,000 members through a network of over 40 branches across Ontario, as well as call centre and digital channels. Members and customers also benefit from an industry-leading online brokerage, investment management services, and have access to over 43,000 surcharge-free ATMs in North America with THE EXCHANGE Network in Canada and the Allpoint Network in the US.

Working at Alterna

Alterna offers a fast-paced, impactful work experience in an organization that cares about doing good. For over 115 years, Alterna has been creating financial services that transform lives for the better, all while giving back to our community.

We are incredibly proud of our corporate culture, where everyone works together towards a common goal; the financial wellbeing of our members and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for seven years running.

• 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 our Recruitment Team and let us know how we can accommodate you.