Personal Account Manager - Non Cash Branches

Position Summary

The Personal Account Manager (PAM) will proactively establish, develop and maintain strong member relationships through regular contact and the concept of relationship building to expand member relations and provide the appropriate advice and recommendations to fit their financial needs. By maintaining advanced knowledge of Rapport’s products and services, policies and procedures, the PAM will promote a wide range of financial services, with an emphasis on credit and investment products, and will build and actively seek further potential business opportunities within the community. The PAM may also be responsible for providing leadership to MSRs/MSOs within the branch.


  • Promotes a full range of personal banking products and services with emphasis on personal loans, mortgages, lines of credits, deposit and investments products and other Rapport day-to-day services.

  • Identifies opportunities to promote, up sell, and cross sell Rapport’s products and day to day services; may conduct pro-active and/or assigned outbound calls during special promotions on products and services.

  • Interviews loan and mortgage applicants by analyzing financial information, assesses credit and ensures compliance, operational and system controls are in accordance with Rapport’s regulatory standards and government regulations.

  • Refers all loans and mortgages to the Credit Department with recommendation for approval.

  • Processes appropriate documents associated with the sale of loan and mortgage products.

  • Provides direction and leadership to MSR/MSOs in branch in all areas of member relations; promotes motivation, enthusiasm, service excellence, product knowledge and professionalism.

  • Co-ordinates and oversees the day-to-day scheduling of member service activities to ensure a smooth flow of work and to promote the efficient servicing of member needs.

  • Develops performance standards and goals and conduct employees' performance reviews; implements and/or recommends training and development programs and identifies opportunities for staff development and growth.

  • Sets sales referral objectives for MSRs/MSOs; monitors referrals and provides support by coaching staff in sales techniques and cross selling of credit union products and services to ensure branch goals are achieved.

  • Provides technical direction in all areas of the member service functions, such as, but not limited to: balancing, security procedures and product and services information; approves transactions within prescribed limits.

  • Achieves and tracks individual referral and/or sales goals through internal solicitation and outbound calls following established relationship sales techniques; retains existing business alike. Explores member's financial service needs and recommends appropriate products and services with the features and benefits.

  • Opens new personal and business accounts by gathering member profile information; updates existing member accounts that require action such as, but not limited to: notice of deaths, powers of attorney, account status updates, signing officers, dormancy updates; all while ensuring procedures and guidelines are followed and proper documentation is completed.

  • Participates, supports and/or promotes business development activities by being active within the community and through sales excellence, actively solicits membership growth opportunities; some travel throughout the community will be required.

  • Provides investment advice and identifies the appropriate solution including registered and non-registered term deposits and TSFA’s that fits and meets the members’ needs. Refers mutual funds investments to Wealth Management team as required.

  • Monitors loans, lines of credit and mortgage delinquencies and collections as needed.

  • Resolves any member inquiries, concerns or complaints in a professional and understanding manner ensuring the needs of the members and the credit union are met. Takes ownership when a member experiences a problem and follows through with required adjustments or documentation and ensures correct implementation. When unable to resolve and/or are complex in nature, escalates to Regional Manager within Problem Resolution guidelines.

  • Maintains advanced knowledge of all Rapport products and services and relevant polices and legislation by completing annual compliance courses, such as, but not limited to: AML, AODA, etc.; and other assigned training courses relevant to role.

  • Attends to the accurate and prompt preparation and review of all assigned daily and/or assigned reports, status checking, and other internal accounting reports as required.

  • Consistently applies all risk and due diligence policies, practices and procedures. Adheres to Credit Union's Privacy Code at all times.

  • May be called upon to work on strategic initiatives and/or teams or projects and other employee engagement activities.

  • May work as a mentor to other new PAMs by providing support and guidance.

  • Performs other duties and assignments as directed by management.

Education and Experience

  • Post-secondary diploma, degree and/or certification in Business or Accounting or related field or an equivalent combination of education and experience.

  • Five (5) years' related experience or in a sales role within a financial institution.

  • Previous experience working with a Loans Origination System, an asset.

Required Knowledge, Skills and Abilities:

  • Exceptional customer service with excellent relationship building skills.

  • Ability to recognize needs and services that meet member’s needs.

  • In-depth knowledge of deposit and lending products; advanced credit and interviewing techniques with experience in providing credit solutions.

  • Proven success in growing the business and establishing community and member relationships.

  • Demonstrated ability to build networks and identify key contacts.

  • Working knowledge of POAs and Estates, an asset.

  • Strong communication skills and organizational skills with the ability to complete paperwork in an orderly fashion.

  • Excellent interpersonal skills to be able to communicate effectively with other functional areas.

  • Excellent computer skills (MS Outlook, Word, Excel).

  • Sound judgment and problem solving skills to efficiently resolve complex member problems.

  • Ability to work effectively independently and within a team.

Working Conditions:

  • Normal office environment.

  • Primarily sitting.

  • Valid driver’s license required as some travel will be required.

  • Overtime may be required.


Rapport Credit Union provides coverage for medical, dental and vision coverage at no cost to their employees. Rapport also contributes 5% of an employee’s salary to a Retirement Savings Plan. We are all about providing a great work life balance as this position is a Monday to Friday role with no evenings or weekends required. Employees receive personal days, three weeks’ vacation and financial benefits on products and services.

How to Apply

Please apply with a cover letter and resume via our website at or at


We thank those who apply; however, only qualified applicants will be contacted.

Rapport is committed to employment equity and encourages applicants from all qualified candidates.

We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs.


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