Team Lead, Client Relationship Agent

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.

Team Lead, Client Relationship Agent

CWB is on a mission to become the
_best full-service _bank for business owners of Canada.

We’re obsessed with your success

Our promise to clients, and our commitment to our employees.

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. And we do it together - united, as one CWB. We are firmly committed to the responsible creation of value for all our stakeholders and our approach to sustainability will support our continued success.

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. And we are building momentum.- Are you an energetic, exceptionally motivated, and target oriented individual.- Are you the expert providing expertise in client resolution.- Do you love to multitask and enjoy talking to people on the phone where you will be helping customers in providing your expertise.

You are responsible for handling customer service matters over the telephone. The main duties may include making or answering customer calls, offering support for their needs. You will complete customer service tasks to ensure your customer has the best experience possible.

The primary focus of the role is to support the manager and the Client Relationship team by being readily available for queries and escalation. This individual will also focus on enhancing current relationships with Motive clients and attracting new customers by providing knowledgeable, courteous, and efficient delivery of Motive Financials deposits products and services.

Specific Accountabilities

Financial- Responsible for enabling Motive Financial to hit all growth targets through fostering and growing relationships between Motive and each individual client by providing class leading front-line support.

Client- Responsible for acting as the primary initial point of contact and resolution between clients and Motive providing excellent client needs recognition and with the expectation to achieve first call resolutions with each client.- Demonstrates active listening combined with a natural curiosity to engage with clients to determine the client’s needs and requirements on a case-by-case basis.- Perform detailed portfolio review and exploration with each client to ensure that all their financial needs are being addressed by Motive when and where possible.- Consistently follow-up and do what is agreed upon to continue to build a solid trusting relationship with the client.- Establish and maintain a relationship of trust, mutual respect, caring and competency with each individual client through words and actions.- Ensure the CRM (Client Relationship Management) tool within T24 is utilized on every client interaction to ensure proper documentation and to allow other Motive employees to provide each client with the same level of client service.Support- Be a change champion for new products, services, processes, and markets as Motive Financial grows in scope and size.- Assist the client support team when required with tasks and duties that are outside of the normal scope of the job for a client relationship agent.- 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 complies with applicable policies & regulatory requirements in all areas of retail banking and retail operations including lending, deposits, and investments.

People- Assist Manager, Client Relationships in the leadership and coaching of Client Relationship Agents- Assist in the weekly department m