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: REQSystem Title: Performance Coach 3Location: Calgary, AB - CampusApply by: May 5, 2024Paygrade: H-PFSLeaders: Derek Leentvaar & Mahira Mirza, Leaders, Client CareIs this position Internal Only: Yes
**This is a 3-6 month burst opportunity**
As a part of ATB's Support team, the Everyday Banking Coach (EBC) role centers around providing Tier 1 support for all of ATB, with specific proficiency in Mastercard, VISA Debit, and Online Banking. Most of the time, it's the little things you do every day that team members remember you by– like your friendly greeting, can-do attitude, and the personal rapport you build that exemplifies your genuine care for their needs. You are confident in your knowledge and humbled by the opportunity to assist our team members in the pursuit of our customers' greater good. You are a trusted advisor for all things process, system, policy and procedures in order to provide an accurate and consistent customer support experience.
Our client's are busy and our processes are as diverse as the province of Alberta itself. It's your expertise to assess the situation and resolve team member inquiries in a timely manner, take on escalations from Client Care front line team members while supporting the Service Excellence team. You will be sending feedback to leaders regarding knowledge, discovery & efficiency gaps. You will also support the Leadership & Learning team via shadowing & mentoring opportunities in Academy. You will respond to team member calls and emails via Genesys. You are fiercely independent; overseeing Client Care after hours operations, reporting emergency situations and branch closures. You exist to make it possible for our team members and clients!

Requirements

Here's the kind of candidate we're looking for to join our team:

• You have a proven track record for exceptional service. You find the balance between policy, and doing the right thing in order to make banking work for our clients and team members
• You can effectively utilize tools and resources, ask questions, translate information, and support team members in their learning and growth
• You're not only accustomed to finding creative solutions, you thrive off of complex situations as you are the subject matter expert for retail banking products, MasterCard and our online system.
• You exercise good judgment in assessing risk and assisting with monetary processes within designated authority, including but not limited to: workflow approvals, ABM/POS releases & daily withdrawal limits, MasterCard temporary Limit increases, MasterCard replacements, interest reversals, and apple pay, amongst other independent decision making
• Your communication style is: clear, concise, courteous, and comprehensible. You can articulate & translate a complex message in an easy to understand manner that is relatable
• You are determined, and respond positively to challenges and setbacks in your learning. You have a growth mindset, with a belief that your abilities can improve with practice & effort
• You demonstrate initiative to self-identify your learning needs, formulate learning goals, and utilize resources for professional development
• In a fast paced world convenience is everything, and our customers appreciate our accessibility. As an Everyday Banking Coach you are available for shifts between the hours of 7am-11pm, 7 days a week
• You have achieved or are close to achieving Mastery proficiency in your current role, and have the full support of your direct Leader to express interest and have 1-2 years of Retail banker 1 & 2 experience (Sales & Advisor skills are an asset)

At ATB, we know that as you develop in your career, you gain many transferable skills. If you believe your experience and qualities are a match for this position, please consider applying.

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.

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