Top Benefits
About the role
Job ID
2019
Work Type
Hybrid
Business unit
Office of the CEO and Government Relations
Pay grade
L - OTH
Apply before
09 October 2025
Number of openings
1
Posting type
Internal & External
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).
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
As ATB’s next Client Relations Manager, you play a pivotal role in supporting clients with their escalations as part of ATB’s client feedback process. You are keen to understand policy, legislation and industry standards to ensure that this last stage of escalation is handled equitably and in the best interest of all parties involved. Your mandate extends to identifying potential risks to the organization and proactively engaging partners and senior leadership to address and mitigate these challenges. Your time with the Client Relations team will no doubt take your conflict management skills to the next level, and introduce you to various partners across the business.
Your ability to learn quickly, prioritize multiple tasks, change directions, identify risks to the enterprise and challenge rules comes naturally to you. You thrive in the unknown, and have the courage to communicate with individuals at all levels throughout the organization. People describe you as a great listener, and you have a clear understanding of ATB’s path to 2030. If this sounds like you, keep reading as we’d love to hear from you!
This is a 18-20 month term and maternity leave coverage.
Accountabilities
Level 3 Formal Resolution: Manage the formal dispute resolution process with clients who have not received satisfactory outcomes from the prior levels of escalation, including:
- Effectively listening and understanding the clients’ concern(s);
- Researching all facets of an issue, which may include, but not limited to, policy, process, legislation, industry standards, etc.;
- Facilitate difficult conversations with unsatisfied clients and/or ATB peers to ensure every voice is heard and respected;
- Participate in meetings with subject matter experts from ATB and Government agencies with an aim towards complaint resolution, be it through negotiation of settlements, clarification/sharing of governing rules/legislation/resources;
- Reporting findings and making recommendations to senior leadership;
- Present findings and resolutions to clients informally and/or through a formal response letter.
Client Relations Team Support: Be a driver of a positive team member experience through contributing to a culture of empowerment, knowledge and accountability.
- Offer perspectives on Client Relations effectiveness, structure, policy and processes, participating in the annual review and update of policies, business rules, business guidelines and processes;
- Contribute to and deliver on the objectives set forward in the operational planning;
- Showcase the mission, mandate and work of Client Relations across the enterprise;
- Other projects as determined by Client Relations, or our partners across the organization;
- Foster a psychologically safe team environment.
Enterprise Support: Collaborate with leaders across the organization to understand, build and articulate business processes, guidelines, legislation, etc.
- Monitoring for impacts contrary to ATB risk management principles, reporting organizational risks to our strategic goals;
- Notify senior leadership of potential issues with risk of reputation. Providing recommendations as necessary to ensure remediation efforts are in place to alleviate loss and or avoid future incidents. Follow up to ensure any appropriate action has been put into place, escalating to senior leadership as necessary;
- Notify leadership of opportunities to support the objectives/milestones of the appropriate business unit, and risks that may impede their progress;
- Mentor and coach leadership with issue management to support prior levels of complaint resolution including recommendation for compensation;
- Daily demonstration of living and promoting the ATB ID.
Personal Development: Authentic investment in growth (learning and development).
- Engage with all areas of ATB by actively participating and facilitating learning opportunities, team meetings, workshops and events;
- Clear understanding of ATB’s purpose, strategy, culture and brand;
- Ability to source strategic initiatives of the business to ensure any risks identified through complaint management are highlighted for the appropriate executive team;
- Commitment to a dedicated learning plan that supports your work in Client Relations and your journey with ATB.
To learn more about or ATB Client Feedback Policy click here.
Knowledge, Skills and Experience
As the ideal candidate you possess:
- Minimum 7 to 10 years of financial industry or conflict management experience, strong communication capabilities, and branch or business leadership.
- The ability to be nimble and self directed, learning new information quickly, pivoting as necessary with a demonstrated ability to work in a fast paced environment.
- Knowledge and experience with ATB products, services, systems, operating procedures and processes would be an asset to your success.
- Effective negotiating, unique problem solving, and analytical skills.
- Excellent verbal and written translator, being able to explain complex banking information to clients from all backgrounds.
- Ability to effectively establish relationships of trust with both internal stakeholders and clients in the professional community.
- Strong organizational and time management skills, and agility to perform multiple tasks.
- Critical thinking; highly developed problem-solving and analytical skills.
- Passionate about helping people, listening to their concerns, and problem solving.
- Ability to foster a psychologically safe team environment.
- Desire to prioritize growth and development.
- Deep understanding of ATB’s 10 year strategy with a demonstrated knowledge of the ATB ID.
Workplace Arrangement
This is a hybrid position. You can work from anywhere in Alberta, but occasional travel to an ATB corporate location will be required.
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.
About ATB Financial
For more than 85 years, ATB has been reimagining the way we do business. We’ve grown from one small treasury branch into Alberta’s largest provincially based financial institution, and we don’t have any plans to slow down now. We power possibility for our clients, our team members and our province—and we’re leading the way to a sustainable, innovative and prosperous future.
About ATB Financial
With $62.0 billion in assets, ATB Financial is a leading financial institution that started in Alberta with the focus of putting people first. Our success comes from our more than 5,000 team members who love to deliver exceptional experiences to over 820,000 clients across our Personal and Business Banking, ATB Wealth Management and ATB Capital Markets businesses. ATB provides expert advice, services and products through our many branches and agencies, our 24-hour Client Care Centre, four entrepreneur centres and our digital banking options. ATB powers possibilities for our clients, communities and beyond.
Top Benefits
About the role
Job ID
2019
Work Type
Hybrid
Business unit
Office of the CEO and Government Relations
Pay grade
L - OTH
Apply before
09 October 2025
Number of openings
1
Posting type
Internal & External
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).
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
As ATB’s next Client Relations Manager, you play a pivotal role in supporting clients with their escalations as part of ATB’s client feedback process. You are keen to understand policy, legislation and industry standards to ensure that this last stage of escalation is handled equitably and in the best interest of all parties involved. Your mandate extends to identifying potential risks to the organization and proactively engaging partners and senior leadership to address and mitigate these challenges. Your time with the Client Relations team will no doubt take your conflict management skills to the next level, and introduce you to various partners across the business.
Your ability to learn quickly, prioritize multiple tasks, change directions, identify risks to the enterprise and challenge rules comes naturally to you. You thrive in the unknown, and have the courage to communicate with individuals at all levels throughout the organization. People describe you as a great listener, and you have a clear understanding of ATB’s path to 2030. If this sounds like you, keep reading as we’d love to hear from you!
This is a 18-20 month term and maternity leave coverage.
Accountabilities
Level 3 Formal Resolution: Manage the formal dispute resolution process with clients who have not received satisfactory outcomes from the prior levels of escalation, including:
- Effectively listening and understanding the clients’ concern(s);
- Researching all facets of an issue, which may include, but not limited to, policy, process, legislation, industry standards, etc.;
- Facilitate difficult conversations with unsatisfied clients and/or ATB peers to ensure every voice is heard and respected;
- Participate in meetings with subject matter experts from ATB and Government agencies with an aim towards complaint resolution, be it through negotiation of settlements, clarification/sharing of governing rules/legislation/resources;
- Reporting findings and making recommendations to senior leadership;
- Present findings and resolutions to clients informally and/or through a formal response letter.
Client Relations Team Support: Be a driver of a positive team member experience through contributing to a culture of empowerment, knowledge and accountability.
- Offer perspectives on Client Relations effectiveness, structure, policy and processes, participating in the annual review and update of policies, business rules, business guidelines and processes;
- Contribute to and deliver on the objectives set forward in the operational planning;
- Showcase the mission, mandate and work of Client Relations across the enterprise;
- Other projects as determined by Client Relations, or our partners across the organization;
- Foster a psychologically safe team environment.
Enterprise Support: Collaborate with leaders across the organization to understand, build and articulate business processes, guidelines, legislation, etc.
- Monitoring for impacts contrary to ATB risk management principles, reporting organizational risks to our strategic goals;
- Notify senior leadership of potential issues with risk of reputation. Providing recommendations as necessary to ensure remediation efforts are in place to alleviate loss and or avoid future incidents. Follow up to ensure any appropriate action has been put into place, escalating to senior leadership as necessary;
- Notify leadership of opportunities to support the objectives/milestones of the appropriate business unit, and risks that may impede their progress;
- Mentor and coach leadership with issue management to support prior levels of complaint resolution including recommendation for compensation;
- Daily demonstration of living and promoting the ATB ID.
Personal Development: Authentic investment in growth (learning and development).
- Engage with all areas of ATB by actively participating and facilitating learning opportunities, team meetings, workshops and events;
- Clear understanding of ATB’s purpose, strategy, culture and brand;
- Ability to source strategic initiatives of the business to ensure any risks identified through complaint management are highlighted for the appropriate executive team;
- Commitment to a dedicated learning plan that supports your work in Client Relations and your journey with ATB.
To learn more about or ATB Client Feedback Policy click here.
Knowledge, Skills and Experience
As the ideal candidate you possess:
- Minimum 7 to 10 years of financial industry or conflict management experience, strong communication capabilities, and branch or business leadership.
- The ability to be nimble and self directed, learning new information quickly, pivoting as necessary with a demonstrated ability to work in a fast paced environment.
- Knowledge and experience with ATB products, services, systems, operating procedures and processes would be an asset to your success.
- Effective negotiating, unique problem solving, and analytical skills.
- Excellent verbal and written translator, being able to explain complex banking information to clients from all backgrounds.
- Ability to effectively establish relationships of trust with both internal stakeholders and clients in the professional community.
- Strong organizational and time management skills, and agility to perform multiple tasks.
- Critical thinking; highly developed problem-solving and analytical skills.
- Passionate about helping people, listening to their concerns, and problem solving.
- Ability to foster a psychologically safe team environment.
- Desire to prioritize growth and development.
- Deep understanding of ATB’s 10 year strategy with a demonstrated knowledge of the ATB ID.
Workplace Arrangement
This is a hybrid position. You can work from anywhere in Alberta, but occasional travel to an ATB corporate location will be required.
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.
About ATB Financial
For more than 85 years, ATB has been reimagining the way we do business. We’ve grown from one small treasury branch into Alberta’s largest provincially based financial institution, and we don’t have any plans to slow down now. We power possibility for our clients, our team members and our province—and we’re leading the way to a sustainable, innovative and prosperous future.
About ATB Financial
With $62.0 billion in assets, ATB Financial is a leading financial institution that started in Alberta with the focus of putting people first. Our success comes from our more than 5,000 team members who love to deliver exceptional experiences to over 820,000 clients across our Personal and Business Banking, ATB Wealth Management and ATB Capital Markets businesses. ATB provides expert advice, services and products through our many branches and agencies, our 24-hour Client Care Centre, four entrepreneur centres and our digital banking options. ATB powers possibilities for our clients, communities and beyond.