Advisor, Centralized Support

Job title:

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 doRoles Specifications
Location: Edmonton, ABTerm: 6 Months
Everyday flexibility. Hybrid work environments. Collaborative connections.CWB BankCWB is a bank built for business ownersOur core focus is to become the best full-service bank for business owners in Canada. How do we do this? By delivering a proactive client experience through highly personalized service, specialized expertise, and customized solutions. And we do all this with an unrivalled sense of urgency that our clients love about us.The opportunityThe Advisor, Centralized Support will provide white glove support to CWB clients and the Banking Centre employee network through exceptional communication, responsivity, and knowledge-based problem solving. This incumbent will serve in an individual contributor role that has direct client impact and will need to execute sound, consistent judgement in each interaction.This client-facing Support Advisor role will include, but is not limited to, the following services:

• Being a single point of contact for clients and Banking Centre staff trying to resolve support requests.
• Providing expert knowledge and support to clients by delivering exceptional experiences in every interaction.
• Resolve and as required, escalate Commercial Digital banking platform process inquiries and technical problems.

What you’ll be doingCreating Unrivaled Client Experiences

• 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).
• Triage incoming client support requests and engage direct manager or other corporate head office support teams as required.
• Resolve client support requests related to CWB’s cash management products and services in addition to Commercial Digital platform banking inquiries. Requests will include product and process (“how to”) enquiries and technical support requests.
• Deliver real time support for client inquires and troubleshooting via phone, email, and queue management system.

Providing best in class support to CWB’s business lines

• Provide professional and knowledgeable guidance to staff and clients regarding the Commercial Platform product and associated procedures.
• Contribute to the upkeep of “lessons learned” and best practices and use them as tools for continuous improvement of Centralized Operations Group and Client Support teams.
• Identify feedback and support trends from clients and banking centres and communicate opportunities for improvement to managers.
• Remain up to date on changes to CWB’s Commercial Platform products, services, department activities, policies, and procedures.
• Liaise with banking operations staff at banking centre, regional, and corporate head office levels.

Change Ownership and Continuous Development

• Effectively manage expectations and communicate the Centralized Support mandate to banking centre staff and clients.
• Take part in structured coaching from managers, including having support tickets and case summaries ready to discuss.
• Participate in the development of new or enhanced operational process changes including but not limited to the Commercial Client platform, Digital Banking, and Cash Management.
• Collaborate with managers to build and execute individual goals and objectives with a focus on personal and professional development.

Who we’re looking for & what you’ve doneEducation

• 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.
• Minimum three years call centre or centralized support centre experience will be considered an asset.
• Highly developed client relationship development and management skills with the ability to effectively articulate customer value.

Personal Competencies

• Client-focused with a sense of appropriate urgency when dealing with Banking Centre and client requests, including being proactive.
• Experienced at navigating client conversations related to processes, products, and troubleshooting while ensuring the satisfaction of the client is met.
• Ability to recognize when escalation to a leader is required.
• Triage calls and requests in the queue management system originating from clients and corporate office stakeholders.
• Demonstrated effective and empathetic listening skills.
• Accountability and ability to follow through on commitments and deadlines.
• Good judgement and confident decision-making skills.

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-JA1IND-JAAs 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. 04/15/2024

Expected salary

Location

Edmonton, AB

Job date

Tue, 02 Apr 2024 22:09:18 GMT

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