Job Description

OUR BOTTOM LINE IS DIFFERENT.

There\xe2\x80\x99s something special about working at ATB, and it\xe2\x80\x99s been recognized on every that matters. Maybe it\xe2\x80\x99s our exceptional culture where your is supported through market-leading benefits and you\xe2\x80\x99re free to bring your whole self to work. Maybe it\xe2\x80\x99s our commitment to a growth mindset and our unrelenting thirst for for fellow Albertans\xe2\x80\x94even the ones who aren\xe2\x80\x99t our clients.

Whatever it is, you won\xe2\x80\x99t 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.

Department: Everyday Financial Services

Job Number: 5975

Location: Red Deer, Alberta

Apply by: April 9, 2023

Paygrade: F-PFS

System Title: Client Support 1

# Positions available: 1

As ATB\xe2\x80\x99s next Client Experience Specialist, you support the efficient and smooth running of the location where you work. You are prepared to help a client at any moment, regardless of need, and deliver hassle-free service that empowers the client. The Client Experience Specialist serves as a critical interconnect between all areas of the business and allows ATB to live up to our brand promise of expertise well shared, providing clients with access to the right team members with the right advice.

Responsibilities

• Acts as the first touchpoint for clients and team members entering into the location experience.
• Supports the digital experience for all clients, including ABM usage as well as all ATB online banking platforms using the client\xe2\x80\x99s preferred device.
• Working knowledge of our banking systems such as Portal, Unleashed and CSA.
• Maintains general working knowledge of the products and services offered by each of ATB\xe2\x80\x99s areas of expertise (Everyday Banking Services, Wealth, and Business), and is able to connect clients with the right expertise for their needs.
• Exercises expert abilities in work space and calendar management to support team member office and appointment bookings.
• Prepares boardrooms as needed, ensuring they are properly booked, fully stocked and clean in advance of meetings.
• Acts as location\xe2\x80\x99s primary point of contact for clients picking up or dropping off documents and maintains awareness of upcoming client pick ups and drop offs.
• Ensures all client areas are tidy and maintained - coffee stations are set up and stocked, and all location spaces are clean and welcoming.
• Supports client and team member event hosting opportunities.

Requirements

Interpersonal Skills

• Delivers an exceptional, consistent client experience using the Experience Standards framework in every client interaction.
• Skilled in exercising emotional intelligence to quickly establish positive and strong client relationships.
• Capable of quickly assessing client needs and responding appropriately.
• Communicates masterfully with both clients and team members, demonstrating high levels of empathy and compassion in each unique relationship.
• Develops strong relationships with advisors working from the hub location to help better anticipate how to support the client experience.

Advisory Skills

• Maintain a strong foundational knowledge of products/services offered within Wealth, Business, and EFS to support clients in connecting with the appropriate advisors.
• Develop a strong understanding of the structure of each AOE to ensure client\xe2\x80\x99s are escalated to the appropriate area as needed (ie. Alberta Private Client, Corporate Financial Services, etc.)
• Leverage knowledge of products and structure to spot opportunities while connecting with clients, and referring clients to an advisor best suited for their needs.

Office/Location Management Skills

• Expert time management and prioritization abilities while working in an often fast-paced and busy environment.
• Exercises critical thinking and problem solving skills when supporting clients in a variety of situations
• Pays attention to detail and is highly organized; maintaining multiple clean and efficient areas within the location.
• Skilled in calendar management and capable of working closely with team members to ensure appropriate allocation of office space is achieved.
• Exercises agility with a capacity to respond quickly and effectively to unique situations or needs.
• Tracks and maintains the logistical needs of boardrooms and common areas.

Digital/Technology Skills

• Maintains strong working knowledge of ABMs, including resolving issues and daily maintenance of machines.
• Expert knowledge around ATB Personal and Business online banking services, be able to support clients with mobile banking needs.
• Expert knowledge of the Appointment Booking Tool and Robin booking app.
• Expert knowledge with Google Suite applications; g-mail, calendar, chats/hangouts, docs, sheets, slides, etc.
• Android OS and Apple IOS knowledge
• Understanding and use of the Digital Showcase and Next Best Conversation Tools

Event Planning/Management Skills

• Exercises a strong ability to plan and execute client and team member hosting events; will act as a liaison between Wealth, Business, and EFS to ensure a streamlined experience. This will include being the point for communications, as well as planning meetings as needed.
• Demonstrates an ability to work within an allotted budget to create an exceptional hosting experience.
• Acts as the main point of contact for partnering vendors, for example connecting with a catering company to make arrangements for food and beverages.
• Has an onsite presence when needed at hosting events to support the experience flow, as well as the set up and take down of the venue (ie. decorations).
• Responsible for ticket distribution for clients and team members in all AOE\xe2\x80\x99s.

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 to refer you to help your application stand out.

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

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 ?

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 or phone interview. If you require any accommodations, please let us know.

Stay in touch!

ATB is excited to know you\xe2\x80\x99re interested in a career with us! Follow us on , and to get the inside scoop on what our team is up to.

ATB Financial