Service Advisor, Contact Centre

As ATB’s next Service Advisor within our Client Care Contact Centre , you will:

Be a Trusted Supporter: Be passionate about supporting Albertans through back-to-back, inbound calls, providing advice on day-to-day banking and credit products.

Engage with Care: Engage in caring conversations, ask open-ended questions, and actively listen with acknowledgement and empathy, getting to know the unique story of the person on the other end of the phone.

Provide Exceptional Experiences: Go beyond the transaction to provide exceptional experiences for clients, always doing the right thing.

Be a Problem-Solver: Be hungry to find innovative solutions for your clients' challenges.

Demonstrate Flexibility: Adapt to various client needs and business demands, contributing to our team that provides financial services and guidance with a high degree of responsibility and professionalism.

You're a client-obsessed individual who thrives on making great things possible for your clients, team members, and Albertans. You are driven to perform , embrace diversity and inclusion, and are a champion of belonging . You are curious , adaptable , and a lifelong learner . You are accountable to your team and live the ATB IDs in everything you do.

Customer Service Excellence: You have 1-2 years of proven success delivering exceptional customer service in a professional environment.

Banking Acumen: You possess a basic understanding of Canadian banking and banking products, whether from managing your own finances or experience in a fast-paced, client-facing role using cash management, chequing/savings accounts, and online/mobile banking.

Communication and Tech Savvy: You are an exceptional, clear communicator (verbal and written) with a strong technical aptitude to troubleshoot and navigate multiple systems seamlessly while assisting clients.

Problem-Solving and Accountability: You are curious, fiercely accountable, a critical thinker, and a problem-solver who thrives on finding innovative solutions and performing efficiently in a fast-paced environment.

Growth Mindset and Connection: You embody a growth mindset, are a lifelong learner, and are a natural connector who builds and nurtures relationships - call center, banking experience, or a finance/business background is an asset, but not required if you have the right mindset!

Resiliency and Performing Under Pressure: You remain composed and effective in high-pressure situations, adapting to challenges and maintaining a positive outlook even when faced with demanding circumstances.

Compensation and Benefits:

Salary: Full/Part-time roles with an annual salary range of $45,000 - $50,000

Shift Premiums: $2.25/hour for shifts between 8:00 pm and 11:00 pm $1.50/hour for Saturday shifts $2.25/hour for Sunday shifts

$2.25/hour for shifts between 8:00 pm and 11:00 pm

$1.50/hour for Saturday shifts

$2.25/hour for Sunday shifts

Overtime: Opportunities for overtime shifts are available as business needs dictate

Customizable Benefits: Comprehensive benefits package including Health Spending and Wellness accounts, banking benefits, and more.

Vacation: 3 weeks of vacation plus additional floater days (pro-rated for part-time employment).

Annual Bonus Program: Performance-based bonus program, influenced by individual contributions and ATB Financial's overall performance.

Pension Plan: Access to an industry-leading pension plan.

Location: This role requires you to work from our Calgary Client Care office three days a week, with the option to work remotely for two days. This arrangement is subject to change based on business needs.

Role Expectations: Client Care operates 7 days a week, 363 days a year. Shifts are based on a weekly rotation, requiring flexibility to work between 6 am and 11 pm. The ability to work rotational shifts, evenings, weekends, and holidays is essential. The initial 11 weeks of training will be conducted in-person at our Calgary Client Care office location. Your full presence during the duration of your training is critical to your success in this role.