Job Category : Contact Centre Full-Time Hours: Our contact center hours are Mon to Fri 8am - 8pm and Sat & Sun 9:30am to 4:30pm.

Vacancy Status: This posting is for existing vacancies The compensation for this position is determined by a combination of skills, experience and is aligned to the market in which the job is posted. This role is the ambassador for Alterna members and Alterna Bank customers via member-initiated contact through our Contact Centre. With a sincere desire to provide optimum service, successful candidates proactively focus on creating a solid member experience by quickly and efficiently solving member requests and delivering a full range of banking products and services.

The successful incumbents will probe to uncover and assess overall needs of all members and customers (at every contact) and identify opportunities for cross‑selling, up selling, and meeting the needs of all by providing appropriate education and advice on products and services.

The Member Service

Specialist contributes to the team’s sales plan through effective assessment of members’ financial needs and provides product and service solutions to satisfy needs. Adheres to all sales and service processes for Contact Centre Probes to uncover additional needs to cross sell and up sell at every member interaction by looking for potential opportunities on member/customer accounts during interactions.

Process Everyday

Transactions – Bill Payments, Transfers, Online/Telebanking Assistance, cheque orders, address changes, stop payments, ABM cards, etc.

Handles





Credit calls – Assist with investigating discrepancies & answering inquiries about their credit products, payments and booking sales appointments to our branches. Respond to specific inquiries about Alterna’s activities, e.g. promotional campaigns, educational seminars, annual meeting, product/service changes, etc. Provide general information to member and client inquiries as well as information of a specific nature (releasing account information to members/clients after obtaining sufficient identification) on the phone and via email.

Attends and actively partakes in coaching sessions, huddles, sales initiatives, and campaigns. Consistent exceptional member service provided to both internal and external members & clients to satisfy needs Adhere to all company policies and regulatory requirements on a consistent basis The ability to upsell and cross sell a number of product/services to generate/support our revenue goals Post-Secondary Education in a related business field and/or equivalent work experience Minimum 1-year sales experience in a client facing role ideally in a financial institution Proven ability in sales and service Comprehensive knowledge of products, services,



and delivery channels Ability to convey information to the audience in question (existing client, potential purchaser of service, new client, etc.) High level of proficiency with and ability to effectively learn, computer programs Alterna Savings and Credit Union Limited (Alterna) has delivered The Good in Banking ® for over 115 years creating financial services that transform lives for the better, all while giving back to our community. Alterna is the first full-service, member-owned cooperative financial institution outside Quebec, sharing its expertise with over 210,000 members through a network comprised of 40 branches across Ontario, a call centre and multiple digital channels.

Members and customers also benefit from an industry-leading online brokerage and investment management services. We are incredibly proud of our corporate culture, embodying our core values: the financial wellbeing of our employees, members, and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for nine consecutive years.

Alterna is compliant with the Ontarians with Disabilities Act and our team strives to provide an accessible accommodation experience. If you have a disability and require accommodations during the recruitment process, please contact our Recruitment Team and let us know how we can accommodate you.

Alterna does not currently use Artificial Intelligence (AI) to screen, assess, or select applicants #

📌 Bilingual Service Support Administrator (Ottawa)
🏢 Alterna
📍 Ottawa