- Provide comprehensive financial guidance to members, encompassing lending options, investment opportunities and personalized financial health checks.
- Facilitate virtual appointments to offer convenience and accessibility, ensuring members receive expert advice without the need for in person visits.
- Manage both inbound and outbound calls effectively, addressing member inquiries promptly and escalating complex issues outside of their scope to the appropriate channels.
- Acts as a role model and leader in the best practices of outbound calling, utilizing outbound calling techniques to ensure efficient and effective member outreach.
- As part of the lending application process, engages members in insurance coverage and provides options through CUMIS to meet member needs while also leveraging referrals to the insurance specialist.
- Execute holistic advice based financial strategies by fulfilling members complex lending, investment, protection and day to day banking needs.
- Holds a mutual fund license and onboards recent wealth members, provides advice regarding suitability of various investments, process trades, and conduct KYCs.
- Referring to guided portfolios and wealth partners as appropriate.
- Prepare loan documents and approves loan within designated lending authority, referring larger loans and exceptions to management or corporate approvals with sound rationale as to why the loan should be approved.
- Support members by answering questions related to member’s personal borrowing needs such as product details, payment inquiries and changes such as payment alterations, loan and mortgage payment skips, and loan and mortgage pay outs.




- Provide back up support for day-to-day banking inquiries from members, answering questions about their transaction history, account packages or service charge inquiries and posts noncash transactions.
- Provide online and mobile banking support to members including providing virtual walk throughs, educating on self-serve options, and providing basic technical support.

Requirements

- At least 3+ years in a financial services environment with at least one year in an advisory capacity.
- Exposure to lending and investment products, identifying member needs, and providing financial advice.
- Contact center experience considered a strong asset.
- Experience working in a multi-channel contact center environment including phone, email and chat preferred.
- Licensed to sell mutual funds or willing to be licensed within 6 months
- CUIC 210 Consumer and Residential lending or equivalent internal training to be completed within 12 months
- CUIC 240 Elements of Personal financial planning to be completed within 24 months
- Experience in a professional advisory and sales environment.
- Strong financial acumen, and knowledge of financial products and service.
- Intermediate to advanced understanding of retail lending including unsecured and mortgage secured lending underwriting and application processes.




- Proven ability to deliver sound advice in a range of moderately complex member situations.
- Excellent active listening skills verbal communication skills capable of conveying complex information clearly.

Core Competencies

Demonstrates expertise in providing comprehensive financial guidance, including lending options and investment opportunities, while effectively managing member inquiries through various communication channels. Holds a mutual fund license and possesses strong financial acumen to deliver sound advice in complex member situations.

Highest-signal resume keywords

- Financial Advisory Experience
- Mutual Fund License
- Lending and Investment Products Knowledge
- Contact Center Experience
- Active Listening and Verbal Communication Skills

ATS Optimization Keywords

Hard Skills

- Lending Application Process
- Investment Strategy Execution
- Loan Document Preparation
- KYC Conducting
- Retail Lending Underwriting
- Financial Product Knowledge
- Insurance Coverage Options
- Member Needs Assessment
- Technical Support for Online Banking
- Outbound Calling Techniques

Soft Skills

- Excellent Active Listening Skills
- Verbal Communication Skills

Certifications & Qualifications

- Mutual Fund License
- CUIC 210 Consumer and Residential Lending
- CUIC 240 Elements of Personal Financial Planning

Industry Keywords

- Financial Services
- Contact Center Environment
- Member Outreach
- Holistic Financial Strategies
- Investment Opportunities

Tools & Technologies

- Virtual Appointment Platforms
- Online Banking Systems
- Mobile Banking Applications

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📌 Virtual Relationship Manager (Surrey)
🏢 Jobtailor
📍 Surrey