Senior Member Experience Representative, Remote Banking

Why FirstOntario? Competitive compensation packagesTop-tier health and wellness benefits, including comprehensive benefits packagesEnhanced mental health benefits through SunLife and TELUS HealthExclusive banking benefitsUp to $1000 per year towards professional developmentPension PlanCompany-wide Employee Volunteer program (Blue Wave Program)Employee and Family Assistance ProgramJob OverviewThe Senior Member Solutions Team Representative (MSTR) role is responsible to provide relevant, timely and accurate financial advice to members to assist them in meeting their financial goals, and to become the financial institution of choice. Utilizing a team approach, the Senior MSTR identifies sales opportunities, and ensures these opportunities are fulfilled by employing consultative advice, and utilizing the appropriate resources and teams. This Senior MSTR plays an integral role in supporting members, and team members, with a variety of routine and complex financial transactions to establish a solid foundation of trust with each and every member to position FirstOntario as the best choice for all their banking needs.RoleSales & Service:Responsible for achieving goals as set out by the Manager or designateUncover and identify sales opportunities Actively solicit, follow up and cross sell our full suite of products and services, including Everyyday banking, Investments, Credit, Credit protection, Visa and more to members to increase share of wallet and ensure we are their primary financial institution of choiceAssist with achieving the goals and objectives relating to business development as set forth by the ManagerProvide the right financial advice based on a thorough understanding of member's financial goals and develop a plan that meets their needs Meet members' needs by servicing them through a variety of channels, including, but not limited to: virutal, outbound calling, and, in-person.Provide relevant and qualified referrals based on business plan and assigned goals to strategic business partners including Wealth Management, Business & Commercial departmentsComplete credit sales to closure, while adhering to terms and conditions of relevant policies and procedures Maintain up to date pipeline, sales, retention, consolidation and acquisition opportunities using the organizational CRM.Be quick to respond to requests for service from all membersAble to obtain and perform all duties related to possessing lending limits, including supporting Manager in reviewing departmental deals.Apply FirstOntario Credit Union's sales and service standards with all membersResolve inquiries and/or concerns members have as requiredApply sound service and business judgment in all activities and interactions, and make decisions within prescribed lending limitsKeep contact diary system up to date with relevant follow up action for all membersMaintain ongoing activity plan to assist prioritizing sales, service and operational work Provide support, including involvement in the onboarding of new team members as outlined by the Manager, in collaboration with the Employee Development team.Actively participate and present at team meetingsStrongly advocates for our digital channels while educating members on the ease of utilizing these services.Actively participate in executing strategic initiatives in conjunction with the Manager, or designateFlexibility to travel throughout the region to provide support as requiredPerform other duties as neededDemonstrates strong understanding of industry trends, scams, risks/threats and how they impact the member and FirstOntarioOperations:Adhere to policies and procedures at all times, as amended from time to timeComplete work accurately, promptly and fully from beginning to end Provide overrides and other such operational work within guidelines outlined in your "Letter of Authority" Perform audits and proofing, as required Perform actionable requirements associated with control and exception reports (delinquencies, maturing products etc.)Consider health & safety as a primary concern to ensure the overall well-being of the department and membersTake on the role of Acting Manager, as requiredPerform other duties as assignedRequired Skills and Qualifications Must have minimum 5 continuous years' of experience in the Member Consultant or Member Experience Representative role with FirstOntario or a comparable role at another financial institution; or combination thereofMust have first level limits, or have achieved within 6 months of starting role; required to have second/third level limits within 12 months of starting role.Successfully complete the applicable testingCompetent knowledge of Microsoft Office Suite, Temenos Banking System and Criterion or equivalent banking and lending platformsMust have superior interpersonal and communication skillsMust be able to work well with minimum supervisionExperience providing support and feedback to colleaguesAbility to effectively problem solve to find creative and beneficial solutions Be flexible and adaptable to changing prioritiesAbility to share knowledge and best practices Must be capable of working as a team player, willing to assist other staff of any locationMaintain current knowledge of the Financial Service Industry and trendsBe able to take action in difficult and challenging situations and deal with uncertaintyAbility to identify and mitigate enterprise risk factors and ensure compliance with applicable regulations, legislation and FirstOntario policies and proceduresThis assignment is primarily a remote position. Meetings take place virtually through phone and video technologyReliable transportation required and willing to travel within the region to provide supportOur inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know. This is for an existing vacancy.