Senior Member Solutions Advisor

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

The Senior Member Solutions Advisor is based in the Member Advice Centre and provides exceptional customer service to current and potential members by proactively offering a range of investments and complex lending services. This role identifies member life stage cycle and provides solutions to financial needs, and/or refers member to an appropriate advisor.

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. Provides dedicated outbound pro-active calling to support FW branch networks and outreach campaigns. Identifies and assesses customers' needs to achieve satisfaction. Continually builds member relationships and pro-actively expands member's base portfolios to support MAC goals. Focuses on member education and demonstration, leveraging technology to deliver memorable member experiences, drives sales, and retain business.
2. Member Transactions: Processes a full range of complex member transactions including, but not limited to: personal loans, retail mortgages and RRSP loans; investment products; opening personal or business accounts, debit/credit cards, LOC/overdraft protection, and related insurance products. Gathers member information by asking probing questions, explaining benefits, handling objections and retaining member business.
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. May provide guidance, leadership or training to other employees as required.
5. Technical Support: As required by leadership.

Required Skills, Experience & Qualifications

• College Trade or Tech School Diploma (2 years) in a related field or equivalent combination of education
• Must complete the internal First West certification program specific to this role within the required timeframe
• Mutual Funds license preferred
• 3 years retail banking experience in a sales/service-focused position, or equivalent required
• Financial services, call centre, or customer support over the phone experience preferred
• Language skills other than English would be an asset
• 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
• Effective active listening and questioning skills
• 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.