Client Engagement Specialist

3 months ago

Toronto, Canada Central 1 Credit Union Full time

Central 1 cooperatively empowers credit unions and other financial institutions to deliver banking choice to Canadians. Central 1 provides critical services at scale to enable a thriving credit union system. We do this by collaborating with our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more information, visit


What we offer:

- Work-life flexibility
- Hybrid work environment
- One time allowance to set up your office for remote first employees
- Variable annual incentive plan
- Generous annual vacation allotment
- Top-notch flexible benefits plan
- Retirement Plan, matched contributions at 6%
- Access to a learning platform and educational assistance support
- Career development opportunities
- Wellness Flex Fund to support personal interest and activities
- Day off to volunteer in your community and other paid time off options
- Corporate discounts

Job Summary:
Get ready to take on an exciting role as our Client Engagement Specialist As the primary driver of relationships with our valued accounts, you'll be at the forefront of ensuring their success. You will be providing proactive client contact, strengthening business partnerships, enhancing client satisfaction, and the utilization of Central 1's direct banking and payments products and services.

What you'll be doing:
Client Liaison to enhance Client Satisfaction
- Building and nurturing relationships with key executives at assigned clients, understanding their needs, and uncovering new business opportunities to expand Central 1 Technology & Payments services.
- Managing client expectations and delivering products and services that go above and beyond, providing ongoing value
- Acting as an internal client champion, maintaining regular contact to showcase our delivery capabilities and wide range of direct banking and payment services.
- Handling client escalations and conflict resolution, understanding client requirements and effectively communicating to maintain smooth communication channels.
- Maintaining a strong client presence through effective communication and relationship-building, ensuring our clients feel valued and supported.

Operations Support
- Championing change and innovation within Central 1 to enhance client satisfaction and maintain existing business.
- Supporting department teams in product development, incident management, and ongoing client initiatives.
- Monitoring competitors' offerings and pricing to identify necessary changes for maintaining a competitive position.
- Collaborating with project teams to balance workload and meet client expectations.

Business Development
- Leading the process to identify, pursue, and win opportunities with assigned clients.
- Leveraging client relationships to influence decision makers and secure opportunities.
- Maintaining a comprehensive understanding of Central 1 products and services.
- Conducting webinars and demos to showcase Central 1's offerings to clients.
- Collaborating with Product Management and Marketing teams to align product design, branding, and marketing initiatives with client needs and objectives while upholding Central 1's professional image and brand reputation.

What you'll have
- Post-secondary education in Business Administration or Information Technology, or equivalent work experience.
- 5+ years of progressive account management experience, with increasing responsibility.
- Knowledge of the national credit union system and direct banking/payment solutions is advantageous.
- Entrepreneurial mindset with a proven track record of building strong client relationships.
- Excellent communication, facilitation, presentation, and conflict resolution skills.
- Self-motivated with exceptional problem-solving and analytical abilities.
- Proactive in driving results and meeting client needs.
- Ability to engage and build relationships at all levels, maximizing revenue opportunities.
- Diplomacy, tactfulness, accuracy, time management, and flexibility are essential.
- Availability for extended working hours and occasional travel across Canada for meetings, conferences, and client events.

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