Client Support Agent

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

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

Put a spin on your banking career
- The overwhelming majority of our employees say CWB is a Great Place to Work®_

We’re different from the big banks in the way we engage our employees - caring, responsive, and armed with an obsession for growing talent. Our reputation is powered by a people first culture that ensures our employees be and feel heard, promotes inclusivity and diverse viewpoints, and inspires collaboration and innovation.
- Our employees love CWB. You’ll love it here too._

Inclusion has power.

Labels don’t matter here. But your perspective does.

Bring you. All of you. Feminist. Ally. Outdoor enthusiast. Indigenous elder. Storyteller. Artist. Landscape photographer. Animal rights activist. Student.

_inclusion has power_, and we’re always looking for unique perspectives to add to our teams. We have a culture that thrives on idea-sharing, collaboration, respect, caring and camaraderie. If you have a voice to add to the conversation, we’d love you to apply. All applicants are considered as part of an equitable and fair selection process.

The opportunity

Areas of focus
- Acting as the secondary point of contact and resolution between clients and Motive providing excellent client support through in-depth product and back-office knowledge to resolve issues effectively and efficiently for clients.
- Provide support to the client relationship team to deliver Motive Financial products to clients and prospects through the completion of back-office tasks with the occasional rotational depending on staffing levels and call volumes.
- Demonstrates a strong understanding back-office policy and procedures and how they relate to the support and assistance of client relationship agents.
- Open new client accounts and ensure that all documentation matches required specifications.
- Prepare and monitor daily, monthly, quarterly, and annual reports.
- Perform more complicated, detail-oriented client and account maintenance and updates that require in-depth knowledge of existing back-office procedures and processes.
- Work with other departments within CWBFG as required to provide support and assistance to both Motive clients and relationship team agents.
- Complete and maintain all regulatory related tasks and requirements that are assigned and be proactive in identifying any existing gaps in existing processes.
- Provide peer-to-peer coaching when applicable to ensure the entire Motive team is operating with the same understanding of all processes and procedures.
- Ensure policy and procedures are followed to ensure Motive’s retail administration is functioning effectively and aligns with applicable policies & regulatory requirements in all areas of retail banking and retail operations including lending, deposits, and investments.

Successful incumbent
- 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.
- You’re able to see the bigger picture. Your client focus allows you to anticipate clients’ needs to go beyond expectations and drive opportunities to genuinely help others while growing business. You have gained this skill through a minimum of 4 years of back office experience, preferably in a banking environment. It would be an asset if you also had experience in operations, process and general administration.
- You are energized when faced with ambiguity and can adjust your approach - with people and problems - to respond efficiently and effectively in changing conditions. Along with this you have exception conflict resolution and objection handling skills.
- Being accountable and taking ownership of your actions and their results is something you pride yourself on.
- You’re very detail oriented. When you are making decisions, it is done in a timely, informed manner taking into account facts, goals, constraints and risks.

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