Manager, Banking Customer Service

6 months ago

Edmonton, Canada CWB Financial Group Full time

At

CWB

, we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by holding true to the values that guide us. We put people first and build relationships with intention. We seek out and embrace new ideas, knowing that better is always possible. We believe that how we do things is as important as what we do. And we harness the power of inclusion. Our culture is who we are and how we show up - as individuals and as a team - to accomplish our strategy.

Roles Specifications
- Everyday flexibility. Hybrid work environments. On-site requirements. Collaborative connections.
- Term Role : 18 Months
- CWB is a bank built for business owners
- Canadian Western Bank (CWB) is the only _full-service bank_ in Canada with a strategic focus to meet the unique financial needs of businesses and their owners. Our teams take a_ relationship-based_ approach to deliver a uniquely _proactive client experience_ through highly _personalized service, specialized expertise, customized solutions, and faster response times. _We provide full-service business and personal banking, nation-wide specialized financing in targeted industries, comprehensive wealth management offerings, and trust services.

Our highly engaged teams operate within a _client-centric, collaborative, and change-ready culture, _with a core focus to achieve our vision to become the best full-service bank for business owners in Canada as we continue to transform our capabilities, _united_ as one.

The opportunity

Our employees are more than just numbers - we are proud of the welcoming and open culture that invests in our people. Manager, Banking Customer Service lead our Banking Customer Service Officers, specifically in transactional operations and sales driving for the enhancement of current and potential client relationships. Lead the team to help clients with their day-to-day banking needs while become the source of information for where clients’ money is going and what it is doing.

Day-to-day activities

Client Centric: Deliver outstanding client experiences at every interaction and execute on plans to continuously build the client experience, in line with CWB’s brand promise. Provide full-service solutions for clients with the view to be every client’s primary financial partner.

Sales coaching. Enhancing and shaping your leadership side through demonstrating and coaching the team to proactively identifying client needs while driving sales and uncovering opportunities to be crucial to client’s financial success by probing, product matching, problem solving and relationship building. This means also working closely all CWB lines of business: commercial, cash management, wealth, etc.

Mentoring formal and informal coaching to help develop skills and confidence that enhances client relationships and grows the personal banking portfolios in a way that promotes enthusiasm.

Process optimization. Using customer insights to assist with the driving of implementations and maintenance of programs and procedures that ensure background administration, policy and regulatory requirements are running effectively and efficiently.

Capabilities that will take you further

Relationship building. You are all about people. Be it your clients or your colleagues - you like communicating and connecting with others to provide solutions and build real, lasting relationships.

Sales forward. You’re able to see the bigger picture. Your client focus allows you to anticipate client’s need to go beyond expectations and drive sales and opportunities to genuinely help others while growing business.

Driven. You’re a self-starter, independent and accountable. You are ambitious, eager to learn and have a real interest in finances and how people spend and use their money.

Agile & responsive. You are energized when faced with ambiguity and can adjust your approach - with people and problems - to respond efficiently and effectively in changing conditions. This means juggling the many tasks, demands and competing priorities that arise in a day with a practiced ease and level head.

Technically proficient. You’re computer savvy - MS Office Suite, as well as exposure to a lending or banking system.

Foundational knowledge and experience to grow from

You’ve spent about four years in a banking environment and have honed your passion for mentoring a sales driven team. You’ve had exposure to what it takes to manage day-to-day cash operations in a branch and have some post-secondary education or equivalent experience and an understanding of debt and investment products.
- Why work _with_ us?
- Your success is our obsession._
- If you are obsessed with client success - we will surround you with a strong foundation of care, support, autonomy & know-how to make it happen. Learning, development, coaching, mentorship, & opportunities for growth & innovation. Challenging work matched with recognition & rewards. Pay for perf

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