Client Experience Specialist

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.

Department: Everyday Financial Services

Job Number: 6159

Location: Grande Prairie, Alberta

Apply by: May 11, 2023

Paygrade: F-PFS

System Title: Client Support 1

# Positions available: 1

Work Arrangement: You’ll work primarily from an ATB branch, corporate office or client location, with some remote flexibility.

As ATB’s 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’s 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’s 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’s 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’s 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 supporti