Client Service Specialist, Canadian Commercial Banking (Waterloo, Ontario)

The Client Service Specialist (CSS) provides Relationship Managers with support needed to seamlessly service and support new and existing clients with their end-to-end banking service needs.

Acting as the primary point of contact for our clients, the CSS is responsible for coordinating efforts with internal partners and directly reaching out to clients to accurately collect all key information required for Onboarding and end to end servicing clients with their ongoing day-to-day banking needs. The role is specific to servicing all segments in Commercial Banking Distribution.

The Client Service Specialist contributes to the overall success of the Commercial Bank in Canada, ensuring specific individual goals, plans, initiatives are executed/delivered in support of the team’s business strategies and objectives while also ensuring all activities are conducted in compliance with governing regulations, internal policies and procedures.

**Is this role right for you? In this role, you will: **

• * Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
  

  • The role involves a range of service-oriented responsibilities, including resolving client inquiries and challenges, educating customers on our processes, and setting and managing expectations regarding timelines. The Customer Service Specialist (CSS) is accountable for delivering a high-quality customer experience while adhering to established service level agreements (SLAs), and is expected to escalate issues appropriately when they fall outside of SLA parameters.

  • Supporting the accurate and timely collection of information directly from clients and from various sources necessary to assess the client’s risk profile to ensure the Bank meets its regulatory and compliance requirements

  • Educating clients on the banking channels that support their business and the tools available for their day-to-day banking needs (e.g. cheques, debit cards, branch role etc.) Addressing any issues or questions they may have and ensure they are fully comfortable with the banking services provided.
    Champion a high-performance environment and contributes to an inclusive work environment.

  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

  • Must actively pursue effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to around operational risk, regulatory and compliance risk, AML/ATF risk and conduct risk. Additionally, all activities must be completed including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

  • The clients being serviced are in Canada and generally within the same region although they could have operations across the country as well as in international locations. These clients will be both Core and Growth clients. Clients will be borrowing (mostly under $5MM with some clients up to $25MM) and non-borrowing.

**Do you have the skills that will enable you to succeed in this role? **

• * 1 to 3 years equivalent work experience in Financial Services (Commercial / Small Business) or related industry.
  

  • Strong commitment to excellent client service and ability to work with clients and internal partners to address and resolve issues in an amicable and prompt manner.

  • Strong commitment to accuracy, customer focus and results focus.

  • Strong organizational and time management skills to balance/co-ordinate and prioritize a high volume of concurrent service requests from Clients, Relationship Managers and business partners.

  • Strong interpersonal skills to influence and obtain agreements with clients and within Commercial Banking and partners.

  • Good knowledge of Commercial Banking as well as partners and their involvement in servicing clients.

  • Thorough knowledge of the applicable software and technology platforms for Commercial (e.g., Sales Force, Intralink) as well MS Outlook and MS teams.

  • Strong written and verbal skills with proven ability to engage stakeholders and clients.

**What's in it for you? **

• * The opportunity to work with one of Canada’s top banks, gaining exposure to a strong, diverse, and proven industry leader with a national footprint.
  

  • Access to continuous learning, internal training programs, and diverse development opportunities tailored to support your career journey.
  • A competitive compensation and benefits package
  • An organization committed to making a difference in our communities – for you and our customers