Corporate Account Management Lead

4 weeks ago

Edmonton, Alberta, Canada CWB Financial Group Full time
Complaints Handling Office Lead

At CWB Financial Group, we're committed to delivering exceptional client experiences. As the Complaints Handling Office Lead, you'll play a critical role in maintaining and improving client satisfaction by handling interactions with care.

The Complaints Handling Office (CHO) Lead role presents an outstanding opportunity to work with our dedicated team in managing complaints and ensuring compliance. You will lead all aspects of the CHO team, interact seamlessly with our Banking Centres and clients, and ensure that all issues are resolved expediently and professionally.

Key Responsibilities:

  • Lead the CHO 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.
  • Minimum of 6+ years of banking experience, with at least 4 years in mentoring and leadership roles.
  • 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.

We offer a range of benefits to support your career development and well-being, including:

  • Education support & training programs
  • A flexible wellness program

CWB Financial Group is a diversified financial services organization providing specialized service in business and personal banking, equipment financing and leasing, trust and wealth management across Canada. With more than 2,500 employees in companies with offices and branches across the country, we're helping our clients manage their money, grow their business and realize their financial potential.

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