Senior Service Specialist

1 month ago

Grande Prairie, Canada ATB Financial Full time

Our bottom line is different.

There’s something special about working at ATB, and it’s been recognized on every top employer list that matters. Maybe it’s our exceptional culture where your total wellness is supported through market-leading benefits and you’re free to bring your whole self to work. Maybe it’s our commitment to a growth mindset and our unrelenting thirst for making it possible for fellow Albertans—even the ones who aren’t our clients.


Whatever it is, you won’t find a more genuine, driven and knowledgeable group of humans anywhere. We foster a culture of purpose, performance and possibilities. We engage with intense curiosity, and bring our whole selves to work, every day. We know it starts with people like you, so take a chance and start with us.

Job Number: REQ7572

Department: Everyday Financial Services

Location: Grande Prairie, AB

Apply by: May 28, 2024

Paygrade: D-PFS

System Title: Client Service Representative D

# Positions available: 1

Leader: Tracy Ferguson, Branch Manager

Is this a union role: Yes

**This role is based out of the Grande Prairie branch, but on occasion may be required to travel to neighbouring branches.**

As the next Senior Service Specialist, supports the efficient and smooth running of the location where they work. They are prepared to help a client at any moment, regardless of need, and deliver hassle-free service that empowers the client. The Senior Service Specialist serves as a critical interconnect between all areas of the business and allows ATB to live up to our brand promise of expertise well shared, providing clients with access to the right team members with the right advice.

Responsibilities

  • Be the “glue” that holds the team together. You anticipate needs, orchestrate multiple demands and opportunities, and fulfill a variety of requests from the branch management team as well as other team members. 
  • Acts as the first touchpoint for clients and team members entering into the location experience.
  • Supports the digital experience for all clients, including ABM usage as well as all ATB online banking platforms using the client’s preferred device.
  • Working knowledge of our banking systems such as Portal, Unleashed and CSA.
  • Maintains general working knowledge of the products and services offered by each of ATB’s areas of expertise (Everyday Banking Services, Wealth, and Business), and is able to connect clients with the right expertise for their needs.
  • Exercises expert abilities in work space and calendar management to support team member office and appointment bookings.
  • Prepares boardrooms as needed, ensuring they are properly booked, fully stocked and clean in advance of meetings.
  • Acts as location’s primary point of contact for clients picking up or dropping off documents and maintains awareness of upcoming client pick ups and drop offs.
  • Ensures all client areas are tidy and maintained - coffee stations are set up and stocked, and all location spaces are clean and welcoming.
  • Supports client and team member event hosting opportunities. 

Interpersonal Skills

  • Delivers an exceptional, consistent client experience using the Experience Standards framework in every client interaction.
  • Skilled in exercising emotional intelligence to quickly establish positive and strong client relationships.
  • Capable of quickly assessing client needs and responding appropriately.
  • Communicates masterfully with both clients and team members, demonstrating high levels of empathy and compassion in each unique relationship.
  • Develops strong relationships with advisors working from the hub location to help better anticipate how to support the client experience.

Advisory Skills

  • Maintain a strong foundational knowledge of products/services offered within Wealth, Business, and EFS to support clients in connecting with the appropriate advisors.
  • Develop a strong understanding of the structure of each AOE to ensure client’s are escalated to the appropriate area as needed (i.e., Alberta Private Client, Corporate Financial Services, etc.)
  • Leverage knowledge of products and structure to spot opportunities while connecting with clients, and referring clients to an advisor best suited for their needs.

Office/Location Management Skills

  • Expert time management and prioritization abilities while working in an often fast-paced and busy environment.
  • Exercises critical thinking and problem solving skills when supporting clients in a variety of situations
  • Pays attention to detail and is highly organized;  maintaining multiple clean and efficient areas within the location.
  • Skilled in calendar management and capable of working closely with team members to ensure appropriate allocation of office space is achieved.
  • Exercises agility with a capacity to respond quickly and effectively to unique situations or needs.
  • Tracks and maintains the logistical needs of boardrooms and common areas.

Digital/Technology Skills

  • Maintains strong working knowledge of ABMs, including resolving issues and daily maintenance of machines.
  • Expert knowledge around ATB Personal and Business online banking services, be able to support clients with mobile banking needs.
  • Expert knowledge of the Appointment Booking Tool and Robin booking app.
  • Expert knowledge with Google Suite applications; g-mail, calendar, chats/hangouts, docs, sheets, slides, etc.
  • Android OS and Apple IOS knowledge  
  • Understanding and use of the Digital Showcase and Next Best Conversation Tools

Event Planning/Management Skills

  • Exercises a strong ability to plan and execute client and team member hosting events; will act as a liaison between Wealth, Business, and EFS to ensure a streamlined experience. This will include being the point for communications, as well as planning meetings as needed. 

At ATB, we know that as you develop in your career, you gain many transferable skills. If you believe your experience and qualities are what we are looking for, please consider applying

Interested? If you know one of our team members, BEFORE applying, reach out to them and ask them for a referral link to help your application stand out.

Online applications are preferred. Please let us know if you require any accommodations.

Be great. Be you. Believe.

We are dedicated to building a workforce reflective of the diversity within our communities and creating an environment where every team member has what they need to reach their potential. We encourage candidates from all equity-seeking groups to apply.

What happens next?

Thank you for applying online. If you are shortlisted for this opportunity, you will hear from us after the posting close date regarding next steps. We might ask you to participate in a digital interview or phone interview. If you require any accommodations, please let us know.

Stay in touch

ATB is excited to know you’re interested in a career with us Follow us on LinkedIn, Facebook and Instagram to get the inside scoop on what our team is up to.

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