Client Care Team Leader

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

The team:

ATB Client Care makes over 2 million personal connections a year, and provides world class service advice 364 days a year. Our everyday banking specialists create virtual connections with new and existing ATB customers through a queue of inbound telephone calls to provide one-contact resolution for their general banking, online services and Mastercard product needs. It’s our job as experts to make things possible for our client by providing them the peace of mind, comfort and convenience of contacting us from anywhere and through the channel they choose.

The role:

Ask yourself, “Are you ready to be the next Client Care Service Team Leader?” Do you possess the leadership skills to coach, mentor, and support team members in delivering an exceptional customer experience with every interaction? Are you an advocate for changes that benefit our team members, customers, and business?

ATBers value advisors who engage in conversation, ask open-ended questions, and actively listen with acknowledgment and empathy. As a Team Leader in Client Care, you will be dedicated to coaching individual team members to provide differentiated experiences for customers—always doing the right thing. This means going beyond transactions and truly understanding the unique stories of the individuals on the other end of the phone.

You are a problem-solver, eager to find innovative solutions to your customers’ challenges, and you recognize the great responsibility of creating happiness for ATBers each and every day. Banking is serious work, and engaging with customers over the phone isn’t for everyone, but you bring previous banking and call center experience, or you are excited to transfer your skills and feel confident that this role is a fit for you, given its unique challenges.

Skills, experience & requirements

Education:

• Post-secondary education in finance or a business-related field is an asset.
• Relevant certifications in customer service or management are a plus.

Experience:

• 3-5 years of relevant experience in a call center or customer service environment, with at least 1-2 years in a supervisory or leadership role.
• Proven track record of leading teams, with experience in performance management and employee development.

Skills:

• Ability to motivate and inspire a team.
• Strong conflict resolution and decision-making abilities.
• Proficient in coaching, mentoring, performance management, and team member development.
• Big picture thinking with effective decision-making skills.
• Strong verbal and written communication skills.
• Active listening skills to understand team and customer needs.

Technical Proficiency:

• Digital literacy, fluent in various communication devices and program applications in a digital and mobile environment.
• Proficient in the use of technological tools, software, and platforms.

Special Considerations:

• Fully flexible availability to be scheduled for rotational shifts between 9:00 AM – 9:00 PM, Monday – Sunday, including holidays.
• This role requires you to work 3 days a week from the office.

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.

Read Full Description