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About the Role

The CSSO works with account management staff and the leadership team to provide effective service and fulfillment for Alterna’s Commercial and SME/Community portfolio members. The CSSO provides support in transaction and portfolio administrative matters to the account management staff.

Responsibilities

• Respond to client/member inquiries.
• Apply problem-solving skills to resolve issues and meet service standards.
• Identify and escalate issues for service improvement and process efficiencies.
• Organize, schedule, and monitor activities to ensure efficient workflow and member/client service, retention, and problem resolution.
• Process loan disbursements for conventional and CMHC-insured mortgage loans, and construction/progress draws.
• Instruct solicitors or FCT and external property insurance consultants.
• Review loan files for special conditions per commitment letter and CMHC requirements.
• Ensure all supporting documents and pre-funding conditions are met before advancing funds.
• Set up loan details in the Wealthview banking system from various sources.
• Calculate interest adjustments, holdbacks, and other financial details.
• Post loan disbursements, renewals, and credit reviews to the Wealthview banking system, ensuring balance and reconciliation.
• Complete and review assigned files post-funding and prepare client welcome letters.
• Obtain and review legal final document packages and update the system.
• Ensure new membership, credit approval, and funding processes comply with legal, regulatory, and AML requirements.
• Provide statements for mortgage assumptions and discharges.
• Review and analyze annual insurance requirements.
• Prepare discharge and other related security documents for signature.
• Perform loan changes and update the Wealthview system.
• Monitor and ensure follow-up on upcoming and expired insurance policies and PPSA maturities.
• Manage relationships with Banking Operations, Treasury, Wires, and Accounting/Finance departments for seamless service.
• Monitor and ensure follow-up on delinquencies and unauthorized overdrafts.
• Complete daily, weekly, and monthly reporting accurately and on time.
• Liaise with DICO, Internal and External Auditors.
• Manage and maintain all filing systems.
• Update Credit Logs.
• Contact approved solicitors annually for their excess professional liability insurance policies.
• Perform administrative functions such as supply orders, calendar input, and facility bookings.
• Complete special projects as assigned by management.

Requirements

• Post-secondary education and/or equivalent work experience preferred.
• 3+ years in a financial services capacity preferred.
• Advanced MS Office skills with emphasis on Word and Excel.
• Strong communication skills, both written and verbal, including a confident and assertive telephone manner.
• Demonstrated ability to work independently and in a team environment.
• Proven organizational skills and demonstrated ability to prioritize and multi-task.
• Strong analytical personality.

Skills

• MS Office
• Word
• Excel
• Communication skills
• Organizational skills
• Analytical skills

Work Type

• Full-Time

Experience Level

• 3+ years in a financial services capacity preferred

Education Level

• Post-secondary education and/or equivalent work experience preferred

Salary/Compensations

• $45,500-$48,000

About the Company

• 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 made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.
• 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: Collaboration, Integrity, and Respect, where everyone works together towards a common goal; 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.

Equal Opportunity

• 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.