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The Financial Associate is accountable to assist and support the Financial Planners (FP) in supporting new business development, and maximizing productivity by providing Administrative support through the fulfillment of the Financial Planners day to day activities. (Calendar management, outbound calls connecting with all members for a consistent touch point) This role focuses on delivering a positive member experience through strong relationships and good service. This position will partner with the FP to successfully maximize every opportunity to "help" our members manage, save, grow, protect and improve their financial well-being thus contributing to the overall profitability of Coast Capital. This role will provide high quality service while liaising effectively with other teams within the branch network to better serve our members delivering against sales, growth and retention objectives and assume responsibility for portfolio maintenance and member experience in the Financial Planners absence. Uncovering and referring complex investment needs, personal insurance, small business needs or mobile needs to the respective specialized respective channels. Sound industry knowledge and business judgment to meet all areas of accountability including Insurance and Investment referrals that help our members is required.

What you’ll get to do:

• Maintaining and building positive member relationships including greeting and servicing the incoming needs of our investments members.
• Resolve customer issues, concerns and/or problems promptly as required, taking ownership of member experience by ensuring timely and accurate responses to client requests (in person, by phone, via e-mail)
• Processing day to day administrative operations including, but not limited to: assuming lead liaison role in all member estate and marital dissolution administration; managing FP messages and email; ordering supplies and business cards etc.
• Support FP in ensuring contact management requirements are scheduled and executed on behalf of FP. Books and confirms appointments on behalf of the FP ensuring members have the necessary information in preparation for meetings etc.
• Assist in the development and maintenance of member files and proactively noting any opportunities for follow up and recommendation to the FP.
• Proactively prepare account opening, trade, financial planning, and maintenance documentation as required by FP. (including collecting required documentation from members) as required by FP
• In collaboration with the FP and Branch leadership will support a variety of processes and initiatives. May work on special projects, as required including assisting with technology service / maintenance of systems, will order supplies and business cards.
• As directed by the FP, process transactions to direct assets into suitable financial products based on the client’s risk/reward tolerances and demographic profile and documented planning/next steps
• Ensures compliance standards are adhered to in all dealings as required. Adhere to all operational, risk and compliance processes.
• Proactively provide Superior member service by demonstrating professionalism and demonstrating helpfulness at all times
• Actively engaged in partnership with the FP and branch team and supports the FP in achieving business plans to meet goals. Support and sponsor local and organizational initiatives.
• Within area of accountability, in the Financial Planner's absence ensures continuity of member experience.
• Proactively build pipeline opportunities for FP to optimize during member meetings.
• Responsible to build share of wallet by identifying and/or acting on non-investment products and services, insurance and referring to partners where applicable.
• Builds relationships to ensure contribution to the team as well as able to work independently if required.
• Understand and support Coast’s vision, values and mission and how this position contributes to being the leader in member relationships. Leads by example and shares knowledge with peers. Participates in team and community activities to support local and corporate initiatives.

Who are we looking for?

• 2+ Years of Related Experience in an investments capacity working with portfolios and associated requirements.
• IFIC/CSC - MFDA/IIROC license is Requird. 
• Should have working knowledge of various quotation equipment and industry specific computer software
• Basic investment knowledge and a commitment to continuous learning
• Decision-maker and ability to prioritize multiple tasks and manage interruptions, to assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.
• Organized and able to work independently when given overall goals and expectations
• Demonstrated ability to positively and productively engage and deal effectively with colleagues at all levels; builds constructive, mutually beneficial relationships, appropriate rapport and relates well to others
• Demonstrated experience and effectiveness in both oral and written communication including F2F oral presentations to groups, focused and concise written and verbal summaries, effective questioning and listening skills.
• Makes good decisions, in a timely manner, based on analysis, experience, and judgment; sought out by others for advice; capable of analyzing complex problems, leveraging multiple sources to create effective solutions
• Consistently meets/exceeds goals, typically by being organized, setting priorities, accurately estimating timeframes, overcoming resistance & barriers; steadfastly pushes self & others
• Dedicated to meeting the expectations and needs of internal and external clients; establishes effective relationships with members, earning trust/respect; acts with a conscious intent to fulfill our CCS purpose

The Financial Associate is accountable to assist and support the Financial Planners (FP) in supporting new business development, and maximizing productivity by providing Administrative support through the fulfillment of the Financial Planners day to day activities. (Calendar management, outbound calls connecting with all members for a consistent touch point) This role focuses on delivering a positive member experience through strong relationships and good service. This position will partner with the FP to successfully maximize every opportunity to "help" our members manage, save, grow, protect and improve their financial well-being thus contributing to the overall profitability of Coast Capital. This role will provide high quality service while liaising effectively with other teams within the branch network to better serve our members delivering against sales, growth and retention objectives and assume responsibility for portfolio maintenance and member experience in the Financial Planners absence. Uncovering and referring complex investment needs, personal insurance, small business needs or mobile needs to the respective specialized respective channels. Sound industry knowledge and business judgment to meet all areas of accountability including Insurance and Investment referrals that help our members is required.

What you’ll get to do:

• Maintaining and building positive member relationships including greeting and servicing the incoming needs of our investments members.
• Resolve customer issues, concerns and/or problems promptly as required, taking ownership of member experience by ensuring timely and accurate responses to client requests (in person, by phone, via e-mail)
• Processing day to day administrative operations including, but not limited to: assuming lead liaison role in all member estate and marital dissolution administration; managing FP messages and email; ordering supplies and business cards etc.
• Support FP in ensuring contact management requirements are scheduled and executed on behalf of FP. Books and confirms appointments on behalf of the FP ensuring members have the necessary information in preparation for meetings etc.
• Assist in the development and maintenance of member files and proactively noting any opportunities for follow up and recommendation to the FP.
• Proactively prepare account opening, trade, financial planning, and maintenance documentation as required by FP. (including collecting required documentation from members) as required by FP
• In collaboration with the FP and Branch leadership will support a variety of processes and initiatives. May work on special projects, as required including assisting with technology service / maintenance of systems, will order supplies and business cards.
• As directed by the FP, process transactions to direct assets into suitable financial products based on the client’s risk/reward tolerances and demographic profile and documented planning/next steps
• Ensures compliance standards are adhered to in all dealings as required. Adhere to all operational, risk and compliance processes.
• Proactively provide Superior member service by demonstrating professionalism and demonstrating helpfulness at all times
• Actively engaged in partnership with the FP and branch team and supports the FP in achieving business plans to meet goals. Support and sponsor local and organizational initiatives.
• Within area of accountability, in the Financial Planner's absence ensures continuity of member experience.
• Proactively build pipeline opportunities for FP to optimize during member meetings.
• Responsible to build share of wallet by identifying and/or acting on non-investment products and services, insurance and referring to partners where applicable.
• Builds relationships to ensure contribution to the team as well as able to work independently if required.
• Understand and support Coast’s vision, values and mission and how this position contributes to being the leader in member relationships. Leads by example and shares knowledge with peers. Participates in team and community activities to support local and corporate initiatives.

Who are we looking for?

• 2+ Years of Related Experience in an investments capacity working with portfolios and associated requirements.
• IFIC/CSC - MFDA/IIROC license is Requird. 
• Should have working knowledge of various quotation equipment and industry specific computer software
• Basic investment knowledge and a commitment to continuous learning
• Decision-maker and ability to prioritize multiple tasks and manage interruptions, to assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.
• Organized and able to work independently when given overall goals and expectations
• Demonstrated ability to positively and productively engage and deal effectively with colleagues at all levels; builds constructive, mutually beneficial relationships, appropriate rapport and relates well to others
• Demonstrated experience and effectiveness in both oral and written communication including F2F oral presentations to groups, focused and concise written and verbal summaries, effective questioning and listening skills.
• Makes good decisions, in a timely manner, based on analysis, experience, and judgment; sought out by others for advice; capable of analyzing complex problems, leveraging multiple sources to create effective solutions
• Consistently meets/exceeds goals, typically by being organized, setting priorities, accurately estimating timeframes, overcoming resistance & barriers; steadfastly pushes self & others
• Dedicated to meeting the expectations and needs of internal and external clients; establishes effective relationships with members, earning trust/respect; acts with a conscious intent to fulfill our CCS purpose

The Financial Associate is accountable to assist and support the Financial Planners (FP) in supporting new business development, and maximizing productivity by providing Administrative support through the fulfillment of the Financial Planners day to day activities. (Calendar management, outbound calls connecting with all members for a consistent touch point) This role focuses on delivering a positive member experience through strong relationships and good service. This position will partner with the FP to successfully maximize every opportunity to "help" our members manage, save, grow, protect and improve their financial well-being thus contributing to the overall profitability of Coast Capital. This role will provide high quality service while liaising effectively with other teams within the branch network to better serve our members delivering against sales, growth and retention objectives and assume responsibility for portfolio maintenance and member experience in the Financial Planners absence. Uncovering and referring complex investment needs, personal insurance, small business needs or mobile needs to the respective specialized respective channels. Sound industry knowledge and business judgment to meet all areas of accountability including Insurance and Investment referrals that help our members is required.

What you’ll get to do:

• Maintaining and building positive member relationships including greeting and servicing the incoming needs of our investments members.
• Resolve customer issues, concerns and/or problems promptly as required, taking ownership of member experience by ensuring timely and accurate responses to client requests (in person, by phone, via e-mail)
• Processing day to day administrative operations including, but not limited to: assuming lead liaison role in all member estate and marital dissolution administration; managing FP messages and email; ordering supplies and business cards etc.
• Support FP in ensuring contact management requirements are scheduled and executed on behalf of FP. Books and confirms appointments on behalf of the FP ensuring members have the necessary information in preparation for meetings etc.
• Assist in the development and maintenance of member files and proactively noting any opportunities for follow up and recommendation to the FP.
• Proactively prepare account opening, trade, financial planning, and maintenance documentation as required by FP. (including collecting required documentation from members) as required by FP
• In collaboration with the FP and Branch leadership will support a variety of processes and initiatives. May work on special projects, as required including assisting with technology service / maintenance of systems, will order supplies and business cards.
• As directed by the FP, process transactions to direct assets into suitable financial products based on the client’s risk/reward tolerances and demographic profile and documented planning/next steps
• Ensures compliance standards are adhered to in all dealings as required. Adhere to all operational, risk and compliance processes.
• Proactively provide Superior member service by demonstrating professionalism and demonstrating helpfulness at all times
• Actively engaged in partnership with the FP and branch team and supports the FP in achieving business plans to meet goals. Support and sponsor local and organizational initiatives.
• Within area of accountability, in the Financial Planner's absence ensures continuity of member experience.
• Proactively build pipeline opportunities for FP to optimize during member meetings.
• Responsible to build share of wallet by identifying and/or acting on non-investment products and services, insurance and referring to partners where applicable.
• Builds relationships to ensure contribution to the team as well as able to work independently if required.
• Understand and support Coast’s vision, values and mission and how this position contributes to being the leader in member relationships. Leads by example and shares knowledge with peers. Participates in team and community activities to support local and corporate initiatives.

Who are we looking for?

• 2+ Years of Related Experience in an investments capacity working with portfolios and associated requirements.
• IFIC/CSC - MFDA/IIROC license is Requird. 
• Should have working knowledge of various quotation equipment and industry specific computer software
• Basic investment knowledge and a commitment to continuous learning
• Decision-maker and ability to prioritize multiple tasks and manage interruptions, to assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.
• Organized and able to work independently when given overall goals and expectations
• Demonstrated ability to positively and productively engage and deal effectively with colleagues at all levels; builds constructive, mutually beneficial relationships, appropriate rapport and relates well to others
• Demonstrated experience and effectiveness in both oral and written communication including F2F oral presentations to groups, focused and concise written and verbal summaries, effective questioning and listening skills.
• Makes good decisions, in a timely manner, based on analysis, experience, and judgment; sought out by others for advice; capable of analyzing complex problems, leveraging multiple sources to create effective solutions
• Consistently meets/exceeds goals, typically by being organized, setting priorities, accurately estimating timeframes, overcoming resistance & barriers; steadfastly pushes self & others
• Dedicated to meeting the expectations and needs of internal and external clients; establishes effective relationships with members, earning trust/respect; acts with a conscious intent to fulfill our CCS purpose

Job Purpose

On any given shift you will be the face of Coast Capital in the branch and balance a friendly advice and service approach with demonstrated ability to proactively listen and identify opportunities to deepen member relationships. By providing our members with support and financial advice, we help them Build a Better Future, Together. While this job is posted as a Customer Service Representative, internally, we title it a Member Service Representative, always putting members at the centre of everything we do.

Accountabilities

• Be the first friendly face our members see at Coast Capital by exhibiting our Coast Capital values;
• We build connection.
• We act with courage.
• We re-imagine.
• Build relationships with member and deliver an outstanding member experience by meeting their initial needs and proactively identifying future opportunities through money chats and so much more!
• Educating members on our alternate channels (online banking and mobile platforms) to deliver a memorable member experience
• Contribute to team results through listening, spotting opportunities and partnering with other Coast Capital team members to best meet our members financial needs
• Build a strong understanding of how Coast Capital Savings assists in providing financial well-being to our members
• Create a positive member experience by proactively taking ownership of resolving and preventing member banking issues.
• Be the first line of defense by being on the lookout for any counterfeit money or illegal transactions that may occur.

Skills & Qualifications

To be successful as a Member Service Representative in a Coast Capital branch, you must be positive, team-oriented individual with the following knowledge, skills and abilities.

• Communication – You have strong verbal English communication skills and are comfortable having sensitive conversations with members.
• Active Listening – You listen to your customer and ensure you identify the challenge they may have so you can work towards a positive outcome.
• Empathy – You understand a bank account is more than numbers on a screen and you can show understanding and respect for whatever situation a member might be in.
• Initiative – You don’t sit and wait for something to do. You see something that needs to be done, and do it.
• Problem Solving – You find job satisfaction by identifying a member problem and work towards solving it with them.
• Curiosity – You are a life-long learner who loves to grow their understanding of the financial world.
• Advisory – You are comfortable identifying opportunities and suggesting Coast Capital products to our members by referring them to other specialists within our organization.
• Adaptability – You happily handle whatever situation comes your way.
• Motivation – You are a self-motivated, positive and are looking to grow your career in customer service and/or banking.
• Integrity – You follow the documented process and do the right thing, every time. Even when no one is watching.