At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID).

About Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:

Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.

Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.

Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.

About The Role This position has a hybrid work arrangement. On average, this means 2-3 day(s) on-site per week. Please note that this is subject to change due to business priorities.

As ATB’s next Client Experience Specialist, your primary focus is to provide day to day functional and technical support for Business clients of ATB Online & Mobile for Payment, Deposit, Trade Finance, Cards and Merchant services. You will interact with both external and internal clients providing expertise in the areas of online and mobile banking as well as electronic payments to ensure a high quality of customer service post implementation.

Accountabilities

• Provide technical and product assistance to clients via the clients’ preferred method of communication (phone, email, SMS etc.)
• Make recommendations to clients on best practices for use of ATB Online Business and Mobile for Payment and Deposit related products and services based on established best practices and procedures within the Client Management Team
• Recognize sales opportunities to satisfy client needs and refer to appropriate relationship team
• Understand client requirements and processes to ensure they effectively interact with online banking and optimize their online experience in order to maximize cost and time savings
• Make outbound support calls for Payment, Deposit, Trade Finance, Cards and Merchant Services clients
• Maintain existing databases while inputting and updating new and changed information
• Perform troubleshooting and file testing
• Interfacing with applicable IT systems and contacts for conflict and ticket resolution
• Act as liaison for third party problem resolution
• Production of scheduled and ad hoc reports for various electronic services
• Interface with the internal ATB teams for production support, settlement issues and technical issues
• Work with clients to determine what tasks and system access are required for corporate officers
• Identify and analyze ways in which operations and systems can be improved
• Analyze impact of proposed changes on current processes while being able to explain the pros and cons for clients on the proposed changes
• Identify service and system issues and initiate appropriate actions to remedy situation
• Provide recommendations to clients regarding fraud and risk mitigation
• Ensure compliance with regulations for ATB (AML, Fintrac, etc.)
• Participate in support activities of the Client Management Team and it’s leaders

Skills, Experience & Requirements

• A Bachelor’s degree or diploma in Business (Finance/Accounting), Information Systems, Computer Science or equivalent experience
• 3-5 years of previous experience in a call centre environment with preference in a financial institution call centre
• Experience in electronic delivery products and services and their associated technologies
• Previous experience in a commercial/corporate bank setting is an asset
• Previous experience in cash management, payments, deposits, cards or treasury operations would be an asset
• Exhibit a professional, positive attitude, teamwork oriented workplace behaviour, as well as being a self-motivated, independent employee
• Effective interpersonal, written and verbal communication with clients and internal stakeholders
• Demonstrate superior organizational and time management skills
• Knowledge of Canadian finance/banking regulations and Payments Canada guidelines
• Advanced knowledge of Microsoft Suite of products (Access, Excel, Word, Sharepoint, etc.)
• Advanced knowledge of Google Suite of products (Gmail, Sheets, Docs, etc.)
• Previous experience working with clients from different industries including business and IT resources, director-level or other executives

Don’t meet all the requirements on the list? A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.

We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.

What happens next? If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at talentteam@atb.com

Stay in touch We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.