Corporate Account Management Lead

4 weeks ago

Edmonton, Alberta, Canada Disability Solutions Full time
Job Title: Corporate Account Management Lead

We are seeking a highly skilled Corporate Account Management Lead to join our team at Disability Solutions. As a key member of our organization, you will be responsible for maintaining and improving client satisfaction by handling interactions with care.

Key Responsibilities:
  • Lead the Complaints Handling Office as the primary point of escalation, investigation, resolution, and tracking of complaints within required regulatory timelines.
  • Coordinate with the Client Protection Team to provide vital regulatory reporting.
  • Find opportunities to improve the complaints handling processes and serve as the expert and primary contact for the First Line business and Client Protection team inquiries.
  • Support AVP, Centralized Support and CHO in preparation of Management and External Auditor reporting, through maintenance, preparation, and initial analysis of complaints-related metrics.
  • Act as the CHO representative on internal operational committees to identify trends and advise on risk mitigation strategies.
  • Provide training and mentorship to the CHO team to ensure the delivery of outstanding client experiences.
  • Drive the development and maintenance of the Centralized Support Group's operational processes to reduce operational risk.
  • Supervise and report on efficiency and quality targets and develop action plans to address any shortfalls.
  • Minimize risk to CWBFG by providing solutions that align with regulatory requirements and ensuring policies and procedures are followed and maintain confidentiality of the Bank and its clients.
  • Identify and supervise complaint trends, providing feedback to Banking Centres and corporate partners.
Requirements:
  • Post-secondary degree in a related field or equivalent professional experience in complaints handling, retail and commercial banking.
  • 4+ years in formal complaints handling or client contact/support centre environment.
  • Experience in personal and commercial banking, including investments, cash management, and credit.
  • Highly developed client-facing and complaint management skills.
  • Solid understanding of banking products, services, and compliance requirements.
  • Experience in change management and process improvement.
  • Proficiency with Microsoft Office applications.
What We Offer:
  • Hybrid work environments
  • Everyday flexibility
  • Generous company-funded health coverage
  • Health care spending account
  • A flexible wellness program
  • Generous time-away options to unplug, rest & recover
Career Development:
  • Organization wide coaching services
  • Mentorship
  • Education support & training programs
Bring Your Whole Self to Work:

Inclusion is a journey requiring practice & experience to result in a powerful outcome. Find community within the CWB family in our employee represented groups.

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