Posted: May 25, 2023

Customer Service | Member Advisor - FT

Island Savings - Victoria, BC
Application Deadline: Jun 25, 2023

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

The Member Advisor is responsible for providing front line member service to triage and manage member needs by asking members thoughtful financial questions and create positive experiences to retain and deepen financial relationships. Advance member knowledge and use of digital channels set up to serve and answer customer questions and addressing their concerns; raising matters as appropriate to team members or partners while maintaining confidentiality and accuracy. The Member Advisor 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

  • Member Service: Triages member questions and needs through to digital channels and MAC where appropriate. Builds strong relationships with current and potential members; identifies member life stage cycle and provides financial advice to members or refers to appropriate advisor.
  • Member Transactions: Processes a full range of member transactions including, but not limited to: opening personal or business accounts, debit/credit cards, and deposits. Directs members to appropriate digital channels and increase digital banking adoption as per branch goal. Achieves established individual sales and referral targets.
  • Branch Goals: Supports achievement of annual branch goals and objectives through proactive promotion of FW products and services, participates in branch campaigns, and actively seeks potential cross-sell and/or referral opportunities during interaction with members or potential members.
  • Other Responsibilities: Stays knowledgeable about emerging issues, evolving regulations and industry codes of conduct as well as participates in process improvement opportunities to protect the interests of the organization. Strives to achieve and improve service level agreements and productivity targets.
  • Branch/Team Support: Participates fully as a team member, helps build a positive and diverse work environment, willingly assist and mentor others in the completion of work activities, and addresses communication issues efficiently. Performs other duties as required by the branch leadership.

Required Skills, Experience & Qualifications

  • High School Diploma required
  • Completion of FW Sales Essentials Course, within 6 months of hire required
  • Must complete the internal First West certification program specific to this role within the required timeframe
  • College, Trade or Tech School Diploma (2 years) preferred
  • 2 years of retail/customer service experience or equivalent required
  • Sales and cash handling experience preferred
  • Demonstrated ability to identify needs and recommend products and services to members.
  • Strong interpersonal skills and ability to build relationships with current and potential members.
  • Demonstrated ability to be positive, flexible to change and work in a busy environment.
  • 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.