Senior Member Experience Advisor (MAC)

We are currently seeking a Senior Member Experience Advisor (MAC) to join our team.

The Senior Member Experience Advisor (MAC) delivers exceptional service and advice to a diverse range of members across all divisions. This role focuses on providing proactive, holistic financial advice by engaging members through Dynamics 365 leads management and other outreach best practices. The Senior Advisor connects with members remotely, offering accessible advice through the most convenient communication channel and time for the member. This may include meeting times that fall outside of branch hours, including early evenings and weekends. Through a process of shared discovery, the advisor identifies each member’s unique financial wellness goals and will offer a full range of daily banking, fraud prevention, new member onboarding, complex lending, deposit and investment services. This role works in consultation with FW Wealth Management partners and may either refer members to a branch or retain the relationship for ongoing account management needs.

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

1. Member Experience: Builds strong and trusting relationships with members using established telephone and email channel best practices. Effectively manages and prioritizes member leads using Dynamics 365, following established best practices to ensure timely, personalized outreach, through email and telephone, that drives meaningful engagement and supports members’ financial goals. Educates members on financial planning fundamentals, fraud prevention, and digital solutions.
2. Member Transactions: Processes a full range of complex member transactions including, but not limited to; MFDA products and services, retail mortgages, personal and RRSP loans; opening personal registered investment contracts, debit/credit cards, LOC/overdraft protection, and related insurance products. Confirms appropriateness through the completion of Member Discovery.
3. Financial Planning and Advice: Evaluates and addresses the financial needs of members by considering their life stages and insights through the Member Discovery process. Provides personalized financial advice and refers to appropriate business partners as needed. Maintains and grows an assigned portfolio of members through regular, proactive contact.
4. Individual and Team Goals: Supports achievement of annual Tru Cooperative Bank (Tru) and department goals and objectives through proactive promotion of Tru products and services, participation in Tru campaigns, and actively seeking potential cross-sell and/or referral opportunities during interaction with members. Achieves established annual sales and referral targets.
5. Other duties: Utilizes the Day on the Life as a guideline to prioritize and manage schedule – to align efforts in reaching goals while offering a remarkable, consistent member experience across Tru. Other duties as required by department leadership.

Required Skills, Experience & Qualifications

• College or Tech School Diploma (2 years) in related discipline or equivalent combination of education and experience
• Mutual Funds License required; PFP preferred
• Must complete the internal Tru certification program specific to this role within the required timeframe
• 2-3 years in a Financial Advisor role, or equivalent, with proven ability to consistently meet or exceed targets.
• Proven ability to conduct complex advisory, four quadrant conversations
• Completion or willingness to complete continuous learning in the field of Professional Business Writing
• Demonstrated ability to recognize needs, identify appropriate products and build strong member relationships
• Proven track record achieving or exceeding sales targets in retail lending and investment products and service
• Ability to independently prioritize and manage a high volume of tasks without direct supervision
• Strong organizational skills to track leads, follow-ups, and member discovery conversations across multiple channels.
• Willingness and ability to engage with members outside of standard business hours to accommodate varying time zones and member needs
• Proactive in structuring a flexible but consistent work routine that aligns with member needs
• Excellent written communication for crafting clear, professional and engaging emails
• Strong telephone communication skills to build rapport, convey complex information clearly and listen actively without visual cues.
• Proficient in computer software e.g. Microsoft Office and banking software programs
• Proven ability to fully utilize D365 within established best practices, comfort in navigating virtual call systems, email tools
• Able to troubleshoot basic technical issues independently to maintain seamless member experience
• Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures
• Lending limits will be assigned in consultation with credit services – based on experience and competency