Canadian Western Bank
Job title:
Sr Advisor, Centralized Support
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 intentionSeeking out and embracing new ideasBelieving that how we do things is as important as what we doSr Advisor, Centralized SupportRoles SpecificationsMultiple positions to be filled for this role, one of which will be focused on supporting the Complaints Handling Office (CHO).Location | Edmonton, ABThe 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 opportunityThe Sr. Advisor, Centralized Support resolves complex client support requests to enable our Banking Centres to deliver the CWB brand promise and client experience. This role is responsible for tier 2 support, peer review and is accountable for escalations for Banking Centres and other Centralized Support Advisors. This role creates unrivaled client and Banking Centre experiences by providing white glove support directly to our clients and Banking Centre staff that goes beyond expectations.What you’ll be doingDeliver 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.Maintain ownership of Level 2 complaints, ensuring timely resolution or escalation while adhering to regulatory requirements within the Complaints Handling Office.Build and nurture strong, collaborative relationships with Banking Centres and corporate teams, promoting a unified support experience.Act as a subject matter expert on Estates, Cash Management, Digital Banking, Loan Origination, and credit processing, offering guidance and training to peers and staff.Collaborate effectively with internal teams to handle escalations and drive complaint resolution, contributing to continuous improvement.Educate and empower clients and staff through training and support, fostering greater self-sufficiency and understanding of products and processes.Identify opportunities for process and system enhancements based on client and staff feedback, driving efficiency and effectiveness.Ensure adherence to CWB’s policies, procedures, and regulatory requirements, maintaining the highest ethical standards.Proactively manage individual goals and career development plans, seeking coaching and continuous learning opportunities.Provide indirect coaching and training to peers, promoting knowledge-sharing and consistency across the team.Demonstrate critical thinking in prioritizing and resolving diverse client requests, escalating, when necessary, with clear communication.Inspire trust and model corporate values by maintaining open, honest, and ethical communication in all interactions.Contribute to the upkeep and enhancement of internal training resources, manuals, and guides to support team and individual development.Champion change within the team, fostering a positive and collaborative environment for innovation and problem-solving.Who we’re looking for & what you’ve doneEducationPost Secondary Education in Business, Finance or a related field or equivalent banking experience.Professional ExperienceMinimum five years banking experience with a focus in Cash Management, Digital Banking, Estate administration, and commercial credit support.Minimum five years of call centre or centralized support centre experience will be considered an asset.Highly developed client facing and client relationship development skills with the ability to effectively articulate customer value.Experience participating in project or initiatives an asset.Experience in complaints handling an asset.Personal CompetenciesClient-focused with a sense of appropriate urgency when dealing with Banking Centre and client requests, including being proactive.Strong verbal and written communicationAdvanced analytical, critical thinking, and problem-solving skills.Strong work ethic and positive team-oriented attitude with an ability to build relationships.Strong proficiency in CWB products and services, including CAFT, Business Online Banking, CWB Wires, Remote Deposit Capture, Business Credit Cards, and CWB Debit Cards in addition to CWB Estate settlement and support requirements.Solid knowledge of risk assessment, business banking, credit processes, and CWB retail products and services.Strong knowledge of loan administration, collateral securities, and credit processes including more complex loan facilities.Awareness of Payment Canada rules, CRA tax slips, knowledge of deposit and investment products, and an understanding of business and Cash Management.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 2024 as one of Canada’s top 50 Best Workplaces & member of Waterstone Human Capital’s Most Admired Corporate CulturesTM Hall of Fame.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-JL1IND-JRAs 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. 12/20/2024
Expected salary
Location
Edmonton, AB
Job date
Wed, 11 Dec 2024 01:31:09 GMT
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