Job Posting

Senior Personal Account Manager

Position Summary

The Senior Personal Account Manager (SPAM) 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 SPAM will promote a wide range of financial services and will build and actively seek further potential business opportunities within the community. The SPAM may also be responsible for providing leadership to APAM/PAM within the branch.

Key Responsibilities

  • 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.

  • Proactively engage with new and existing members to build strong, ongoing relationships, provide comprehensive advice and recommend solutions enabling our members to become financially healthy.

  • Build internal and external networks and implement an effective prospecting strategy to capitalize on business opportunities and attract new business.

  • Build and maintain a pipeline of new business contacts.

  • 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.

  • Liaises with the branch front line staff to provide additional guidance, support, and to leverage opportunities to develop the business with members and cross sell Rapport’s 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.

  • 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 that fit and meet the members’ needs. Identify alternative investment and financial planning opportunities and refer to Rapport Wealth 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 provide support to MSRs, such as, but not limited to: ATM balancing and/or providing overrides in the absence of the supervisor.

  • 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 and/or in a sales role within a financial institution.

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

  • Previous experience in a supervisory capacity with coaching others, 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 and experience in foundational banking processes, lending products, and deposit and investment products

  • Advanced credit and interviewing techniques with experience in providing credit solutions and recommendations.

  • Possess a results oriented attitude and have sound knowledge of the small business market including the features and benefits of small business products and services, including an understanding of financial statements.

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

  • Demonstrated ability to build networks and identify key contacts.

  • Working knowledge for POAs and Estates, an asset.

  • Strong communication, organization and time management skills with the ability to maintain compliance, attention to detail and accuracy when completing work.

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

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

  • Possess sound judgment and problem solving skills to efficiently manage conflict situations and resolve complex member issues.

  • 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 on occasion.


  • Casual dress

  • Company pension

  • Dental care

  • Disability insurance

  • Employee assistance program

  • Extended health care

  • Life insurance

  • Vision care


  • Monday to Friday


  • Secondary School (preferred)


  • Sales Experience or related: 5 years (required)

Work remotely

  • No

COVID-19 precaution(s)

  • Remote interview process

  • Personal protective equipment provided or required

  • Plastic shield at work stations

  • Social distancing guidelines in place

  • Virtual meetings

  • Sanitizing, disinfecting, or cleaning procedures in place

How to Apply

Please apply with a cover letter and resume.

Closing Date

Until filled.


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.


Apply Today

Find Branch/ATM

Enter address, postal code or branch name

NEW! Member Assistance Local Telephone Number

Financial Wellness Tool

Progress Rapport - Financial Wellness Tool