Canadian Western Bank
Job title:
Branch & Client Support Advisor
Company
Canadian Western Bank
Job description
At , we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by:
Putting people first and building relationships with intention
Seeking out and embracing new ideas
Believing that how we do things is as important as what we do
Branch & Client Support Advisor
Roles Specifications
Location: Edmonton
Term Role : 12 Months
Everyday flexibility. Hybrid work environments. Collaborative connections.
CWB Corporate
Put a new spin on your banking career
The overwhelming majority of our employees say CWB is a Great Place to Work®
We’re different from the big banks in the way we engage our employees – caring, responsive, and armed with an obsession for growing talent. Our reputation is powered by a people first culture that ensures our employees be and feel heard, promotes inclusivity and diverse viewpoints, and inspires collaboration and innovation.
Our employees love CWB. You’ll love it here too.
The opportunity
The Branch and Client Support Advisor resolves client support requests to enable our banking centres to deliver the CWB brand promise and client experience. This role is responsible for creating unrivaled client and branch experiences by providing white glove support directly to our clients and branch staff that goes beyond expectations.
This client-facing support specialist role will include, but is not limited to, the following services:
- Being a single point of contact for banking centre staff trying to resolve client support requests.
- Providing expert knowledge and support to clients and banking centre staff delivering exceptional client experiences in every interaction.
- The position will escalate and resolve estate inquiries, digital banking inquiries, cash management product enquiries, transaction investigations, and technical problems.
- Supporting Estate settlement questions including Letter of Direction completion.
Providing support for loan origination activities in addition to servicing CWB’s loan portfolio, promoting high levels of quality and risk management.
Areas of focus
Creating Unrivaled Client Experience
- Deliver an exceptional client experience by focusing on effective support that drives our brand promise and contributes to a best-in-class Net Promoter Score (NPS).
- Resolve client support requests related to CWB’s cash management products and services in addition to Digital banking inquiries, Estate settlement and administration. Requests will include product and process (“how to”) enquiries, technical support requests, transaction investigations and Letter of Direction completion or support.
- Maintain effective communication with banking centre staff and corporate head office support teams, to ensure that client support requests are being resolved to completion, and follow-ups are taking place.
- Triage incoming client support requests from staff and engage other corporate head office support teams as required and deliver real time support for complex deal setups via teams calls and screen sharing.
Providing Best in Class Support to CWB Business Lines
- Actively work to ensure standardized loan support processes are followed and data integrity is consistently achieved, monitored, and maintained.
- Identify feedback and support trends from clients and banking centres and communicate opportunities for improvement to managers.
- Provide subject matter expertise to assist with the upkeep of internal training and development resources.
Change Ownership and Continuous Development
- Participate in the development of new or enhanced operational process changes included and not limited to Estates, Digital Banking, Cash Management, and Loan Origination including lending support.
- Effectively manage expectations and communicate the BCSC mandate to banking centre staff.
- Collaborate with managers to build and execute individual goals and objectives with a focus on personal and professional development.
- Assist with the training and onboarding of new team members.
- Maintain strong, positive, and collaborative relationships with banking centres and partner teams.
Who we’re looking for & what you’ve done
Education
- Post Secondary Education in Business, Finance or a related field or equivalent banking experience.
Professional Experience
- Minimum three years Banking experience with a focus in Cash Management, Digital Banking, Estate Administration, and/or Commercial Credit Support.
- Highly developed client relationship development and management skills with the ability to effectively articulate customer value.
Why work with us?
Your success is our obsession! And our award-winning culture & benefits back it up.
Proudly recognized by Great Place to Work® in 2023 as one of Canada’s top 50 Best Workplaces & recipient of Waterston Human Capital’s Most Admired Corporate Culture 2023.
Wellness matters. We offer an award-winning benefits package that includes:
- Hybrid work environments
- Everyday flexibility
- Generous company-funded health coverage
- Health care spending account
- A flexible wellness program
- generous time-away options to unplug, rest & recover
Career development. We commit to our employees’ development and help them reach their professional goals with:
- Organization wide coaching services
- Mentorship
- Education support & training programs
Bring your whole self to work. Inclusion is a journey requiring practice & experience to result in a powerful outcome. Your perspective matters & voice will be heard. Find community within the CWB family in our employee represented groups.
#LI-JA1
As an equitable employer, CWB Financial Group is committed to providing a safe and where a diverse workforce thrives. You are welcomed and encouraged to bring your whole self to work. Dignity, respect and equality are non-negotiables. If you require during any part of the recruitment or selection process, please reach out.
Closing Date:
- Position closes at 12:01am on the close date identified below. 03/6/2024
Expected salary
Location
Edmonton, AB
Job date
Fri, 23 Feb 2024 02:42:00 GMT
To help us track our recruitment effort, please indicate in your email/cover letter where (un-jobs.net) you saw this job posting.