Client Experience Manager

1 week ago


Edmonton, Alberta, Canada Disability Solutions Full time

CWB Financial Group is a dynamic and inclusive workplace that values diversity and equality. As a Senior Client Support Specialist, you will play a key role in creating unrivaled client and Banking Centre experiences by providing white glove support directly to our clients and Banking Centre staff.

About the Job Description

This role involves:

  • Delivering exceptional client experiences by providing effective support and resolving escalations with sound judgment, prioritizing client satisfaction and risk mitigation.
  • Triage and resolve client support requests related to Cash Management, Digital Banking, Estate administration, and transaction investigations.
  • Maintaining ownership of Level 2 complaints, ensuring timely resolution or escalation while adhering to regulatory requirements within the Complaints Handling Office.
  • Building and nurturing strong, collaborative relationships with Banking Centres and corporate teams, promoting a unified support experience.

The ideal candidate will have a minimum five years banking experience with a focus in Cash Management, Digital Banking, Estate administration, and commercial credit support. The estimated salary for this role is $80,000 - $110,000 per year, depending on experience.

Key Skills and Qualifications
  • Strong verbal and written communication skills.
  • Advanced analytical, critical thinking, and problem-solving skills.
  • Strong work ethic and positive team-oriented attitude with an ability to build relationships.

We offer an award-winning benefits package that includes hybrid work environments, everyday flexibility, generous company-funded health coverage, and flexible wellness programs. We also commit to employee development, offering organization-wide coaching services, mentorship, and education support & training programs.



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