New job at Alterna (via |

Personal Banking Coordinator

July 30 2020
Industries Bank, Insurance, Financial services
Categories Accounting, Finance, Bank, Insurance, Financial services, Bank, Insurance, Financial Services
Toronto, ON

Scope of Position

The Personal 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 Personal 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.

The Personal Banking Co-ordinator will also support the team by taking on the role Member Service Representative (Teller) when required.

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., 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
  • 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
    • 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.
  • Performs other duties as assigned by Management


  • 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 an asse
  • Excellent communication skills that enable effective interaction with coworkers and members/clients.

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.

For more information please visit and and connect with us on

*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.

Apply now!