Member Solutions Advisor

We are currently seeking a Member Solutions Advisor to join our team.

The Member Solutions Advisor is based in the member advice centre and provides exceptional customer service to current and potential members by offering a range of deposit and personal lending services. The Member Solutions Advisor identifies member life stage cycle and provides solutions to financial needs, and/or refers member to an appropriate advisor. The role also acts as the front line to inbound calls and emails.

Here's what would be included as a part of your typical day

1. Member Service: Builds strong relationships with current and potential members; identifies member life stage cycle and provides financial advice to members or refers to appropriate advisor; works in partnership with the branch network in providing back up support for inbound calls.
2. Member Transactions: Processes a full range of member transactions including, but not limited to: opening personal or business accounts, debit/credit cards, deposits, overdraft protection, lines of credit, personal and/or investment loans (within assigned limits), and related insurance products.
3. Goals: Supports achievement of annual team and individual goals and objectives through proactive promotion of FW products and services, participation in campaigns, and actively seeking potential cross-sell and/or referral opportunities during interaction with members or potential members. Achieves established annual sales and referral targets.
4. Support: Performs a variety of administrative duties which may include, but not limited to: administration of estates, completion of loan applications, conducting credit investigations, assisting with loan interviews, and follow-up phone calls to members, as required.
5. Technical Support: Acts as multi-divisional support to technical support calls/emails, as required.

Required Skills, Experience & Qualifications

• College Trade or Tech School Diploma (2 years) in a related field or equivalent combination of education and experience
• Must complete the internal First West certification program specific to this role within the required timeframe
• 2 years of retail banking experience in a sales/service-focused position, or equivalent required
• Financial services, call centre, or customer support over the phone experience preferred
• Demonstrated ability to identify needs and recommend products and services to members
• Self-starter with ability to work independently and solve problems using common sense and sound judgment
• Proven ability to plan, organize and prioritize workload
• Proficient in computer software programs e.g. Microsoft Office
• Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.