Our bottom line is different.

There's something special about working at ATB, and it's been recognized on every top employer list that matters. Maybe it's our exceptional culture where your total wellness is supported through market-leading benefits and you're free to bring your whole self to work. Maybe it's our commitment to a growth mindset and our unrelenting thirst for making it possible for fellow Albertans—even the ones who aren't our clients.

Whatever it is, you won't find a more genuine, driven and knowledgeable group of humans anywhere. We foster a culture of purpose, performance and possibilities. We engage with intense curiosity, and bring our whole selves to work, every day. We know it starts with people like you, so take a chance and start with us.

Job Number: REQ7541
Location: Calgary, Alberta
Hybrid: You'll work both remote and onsite, where time onsite is based on your job accountabilities and performance objectives
Apply by: May 9, 2024
Paygrade: H-OTH
System Title: Client Support 3
# Positions available: 2 (one permanent, one temporary 18 months)
Leader Name: Alexander Dudus, Senior Director

As ATB's next Client Experience Specialist, your primary focus is to provide day to day functional and technical support for Business clients of ATB Online & Mobile for Payment, Deposit, Trade Finance & Merchant services. You will interact with both external and internal clients providing expertise in the areas of online & mobile banking as well as electronic payments to ensure a high quality of customer service post implementation.

Client Experience Specialist Accountabilities:

• Provide technical and product assistance to clients via the clients' preferred method of communication (phone, email, SMS etc.)
• Make recommendations to clients on best practices for use of ATB Online Business & Mobile for Payment and Deposit related products and services based on established best practices and procedures within the Client Support Team
• Recognize sales opportunities to satisfy client needs and refer to appropriate relationship team
• Understand client requirements and processes to ensure they effectively interact with online banking and optimize their online experience in order to maximize cost and time savings
• Make outbound calling for Payment, Deposit, Trade Finance and Merchant Services, Client and Sales support
• Maintaining existing databases while inputting and updating new and changed information
• Perform troubleshooting and file testing
• Interfacing with applicable IT systems and contacts for conflict and ticket resolution
• Act as liaison for third party problem resolution
• Production of scheduled and ad hoc reports for various electronic services
• Interface with the internal ATB teams for production support, settlement issues and technical issues
• Work with clients to determine what tasks and system access are required for corporate officers
• Identify and analyze ways in which operations and systems can be improved
• Analyze impact of proposed changes on current processes while being able to explain the pros and cons for clients on the proposed changes
• Identify service and system issues and initiate appropriate actions to remedy situation
• Provide recommendations to clients regarding fraud and risk mitigation
• Ensure compliance with regulations for ATB (AML, Fintrac, etc.)
• Participate in support activities of the Advice team, Team lead and Director

Requirements

What you bring to the role:

• A Bachelor's degree or diploma in Business (Finance/Accounting), Information Systems, Computer Science or equivalent experience
• 3-5 years of previous experience in a call centre environment with preference in a financial institution call centre
• Experience in electronic delivery products and services and their associated technologies
• Previous experience in a commercial/corporate bank setting is an asset
• Previous experience in cash management, payments, deposits or treasury operations would be an asset
• Exhibit a professional, positive attitude, teamwork oriented workplace behaviour, as well as being a self-motivated, independent employee
• Effective interpersonal, written and verbal communication with clients and internal stakeholders
• Demonstrate superior organizational and time management skills
• Knowledge of Canadian finance/banking regulations and Payments Canada guidelines
• Advanced knowledge of Microsoft Suite of products (Access, Excel, Word, Sharepoint, etc.)
• Advanced knowledge of Google Suite of products (Gmail, Sheets, Docs, etc...)
• Previous experience working with clients from different industries including business and IT resources, director-level or other executives

At ATB, we know that as you develop in your career, you gain many transferable skills. If you believe your experience and qualities are what we are looking for, please consider applying!

Interested? If you know one of our team members, BEFORE applying, reach out to them and ask them for a referral link to help your application stand out.

Online applications are preferred. Please let us know if you require any accommodations.

#LI-Hybrid

Benefits

Be great. Be you. Believe.

We are dedicated to building a workforce reflective of the diversity within our communities and creating an environment where every team member has what they need to reach their potential. We encourage candidates from all equity-seeking groups to apply.

What happens next?

Thank you for applying online. If you are shortlisted for this opportunity, you will hear from us after the posting close date regarding next steps. We might ask you to participate in a digital interview or phone interview. If you require any accommodations, please let us know.

Stay in touch!

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