Assistant Manager, Client Support
5 months ago
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:
- Putting people first and building relationships with intention- Seeking out and embracing new ideas- Believing that how we do things is as important as what we do
Assistant Manager, Client Support
Role Specifications
Everyday flexibility. Hybrid work environments. On-site requirements. Collaborative connections.
Location: Edmonton
CWB Bank
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.
Inclusion has power
Labels don’t matter here. But your perspective does.
Bring you. All of you. Data nerd. Indigenous hoop dancer. Gym junkie. Sign-language interpreter. Coder. Foodie. World traveler. Justice activist. Blogger. Veteran.
The opportunity
The Assistant Manager is responsible for overseeing a team of Support agents. The primary purpose of this role is to ensure smooth day-to-day operations, provide guidance and support to team members, and ensure all administrative and regulatory requirements are completed for departments within Alternative Channels. Reporting to the Manager, Alternative Channels Admin, the Assistant Manager plays a crucial role in driving team performance, achieving operational targets, and maintaining a high standard of service delivery.
Day-to-day activities
1 SUPERVISION AND CULTURE- Inspire trust by being open, honest, and direct in communication, meeting commitments and behaving ethically in all dealings; accept responsibility and accountability for actions and results.-
- Conduct consistent review of Support Agents performance and respond to real-time developments with clear prioritization and conduct regular and annual performance evaluations as well as provide clear career coaching.- Provide tier 2 support for escalated client complaints where a more detailed and in-depth investigation is required to meet the client’s needs.- Monitor team performance to provide recognition and feedback for improvements; assist Manager, Alternative Channels Admin in the leadership and coaching of agents.- Work collaboratively with peer Assistant Managers and the Manager, Alternative Channels Admin, to prepare and communicate weekly scheduling.- Assist Manager in the weekly department meetings to help share information, success stories and learnings from each day.- Prepare and regularly review annual goals and career development plan with manager/supervisor.
2 SERVICE DELIVERY AND CLIENT EXPERIENCE- Primary point of contact for Client Relationship agent inquiries.-
- Responsible for ensuring all client support agents process Employee Financial Services and Business Contact Centre requests are processed within the service level agreement.- Ensure the CRM (Client Relationship Management) tool within T24 is utilized on every client interaction to ensure proper documentation that will serve to provide historical context for future reference by any team member.- Provide and facilitate training to new team members; ensure they understand all technologies and systems used to service clients, product and service offerings, operational guidelines and practices, customer service standards, team scheduling and team/individual performance measurement standards.- Foster a culture of continuous improvement, innovation, and exceptional customer experience within the team.
3 BUSINESS PERFORMANCE- Responsible for enabling Motive Financial to hit all growth targets; nurture relationships between Motive and each individual client by providing class leading front-line support.- Develop and refine back-office policies and procedures relation to the efficient support of client needs and requests for clients within Alternative Channels. Ensure current policies and procedures are followed and assist with the implementation of changes.- Accountable for all reporting requirements for departments within Alternative Channels on a daily, weekly, monthly and yearly basis; including sign-off where applicable.- Complete and maintain all AML and regulatory related tasks and requirements that are assigned and be proactive in identifying any existing gaps in existing processes.- Collaborate w
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