Member Service Specialist (Bilingual) Job in Ottawa for Alterna |

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Member Service Specialist (Bilingual)

September 30 2020
Industries Bank, Insurance, Financial services
Categories Bank, Insurance, Financial Services, Customer service, Customer Service, Call Centres
Ottawa, ON

Scope of Position

This role is the ambassador for Alterna members and Alterna Bank customers via member initiated contact through our Contact Centre. With a sincere desire to provide optimum service, successful candidates proactively focus on creating a strong member experience by quickly and efficiently solving member requests and delivering a full range of banking products and services. The successful incumbents will probe to uncover and assess overall needs of all members and customers (at every contact) and identify opportunities for cross-selling, up selling, and meeting the needs of all by providing appropriate education and advice on products and services. The Member Service Specialist contributes to the team’s sales plan through effective assessment of members’ financial needs and provides product and service solutions to satisfy needs.

Major Responsibilities

  • Meet sales targets by delivering products and services that satisfy the members’ primary need.
  • Adheres to all sales and service processes for Contact Centre
  • Probes to uncover additional needs to cross sell and up sell at every member interaction by looking for potential opportunities on member/customer accounts during interactions.
  • Process Everyday Transactions – Bill Payments, Transfers, Online/Telebanking Assistance, cheque orders, address changes, stop payments, ABM cards, etc.
  • 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.
  • Respond to specific inquiries about Alterna’s activities, e.g. promotional campaigns, educational seminars, annual meeting, product/service changes, etc.;
  • Provide general information to member and client inquiries as well as information of a specific nature (releasing account information to members/clients after obtaining sufficient identification) on the phone and via email.
  • Attends and actively partakes in coaching sessions, huddles, sales initiatives and campaigns.
  • Other duties as assigned.

Expectations / Outcomes

  • Qualified sales referrals made to specialists and our strategic partners to surpass company goals
  • Consistent exceptional member service provided to both internal and external members & clients to satisfy needs
  • Adhere to all company policies and regulatory requirements on a consistent basis
  • The ability to upsell and cross sell a number of product/services to generate/support our revenue goals


  • Post-Secondary Education in a related business field and/or equivalent work experience
  • Minimum 1 year sales experience in a client facing role ideally in a financial institution
  • Bilingualism required (English and French)

Knowledge / Skills

  • Proven ability in sales and service
  • Comprehensive knowledge of 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


  • Self-motivated and energetic
  • Ability to overcome objections and work under extreme pressure (high volume; flexible work days and hours etc.)
  • Ability to adapt to change and work in a fast-paced environment
  • Team player
  • Superior problem solving

About the Alterna Financial Group

Alterna Savings and Credit Union Limited (Alterna) has been the Good in Banking for 111 years!

Alterna has grown from its humble beginnings to be the second largest credit union in Ontario, and one of the Top 10 in Canada, with over $8 billion in assets under management and more than 167,000 members and a network of 35 branches across Ontario. The impressive growth throughout the years stems not only from merging with other credit unions, but also from significantly gaining new retail, business and not-for-profit members as people recognize Alterna’s philosophy of putting members first.

Known for its fast-paced environment, Alterna is viewed as a trailblazer in the industry. Led by a CEO with a passion for innovation, Alterna was the first credit union to introduce a digital bank and the first to offer a fully digital end-to-end mortgage through its wholly-owned subsidiary, Alterna Bank.

Alterna is proud of its long history of helping communities thrive. It shared its success in 2018 by donating more than $1 million to the community and, in partnership with employees, contributed 11,300 volunteer hours. Its flagship Community Micro Finance Program also helps underrepresented groups. Since inception, the program has disbursed more than $5 million in impact loans and helped change the lives of more than 1,000 participants and their families.

Alterna is also extremely proud of its corporate culture. With a workforce of more than 600 employees, Alterna is honoured to be recipient of prestigious employer awards, including the National Capital Region’s Top Employers and Aon’s Best Employers (Platinum level) awards.

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*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.