Senior Customer Service Representative
ATB Financial
Canmore, AB
Listening to Albertans. Going deeper to understand who they are and where they’re going. Translating the complex world of banking and investing into brilliantly simple solutions. Through all this, we believe we can create happiness. This is the ATB way.

Job Number: REQ 53

Location: Canmore, AB

Apply by: October 27, 2019

Paygrade: D

# Positions available: 1

Union position: Yes

As ATB’s next Senior Customer Service Representative, you are responsible for providing friendly, courteous and professional service by assisting customers with a wide variety of banking functions. You are able to promote an environment of salesmanship within the Customer Service Representative team, and act as a guide/reference for Customer Service Representatives. For branches supported by the Mid-Office function, this position is also responsible to manage the functions directly related to the mid-office processes, on behalf of the branch.


Senior Customer Service Representative Accountabilities:
Act as coach and guide as well as backup to front line service staff by providing assistance and training to other CSRs.
Ensures customers take advantage of all ATB Financial products and services related to their needs, builds relationships with customers and directly contributes to the development of ATB business through the cross-selling of ATB products and services.
Answers incoming branch calls, resolves customer inquiries, concerns, and complaints and ensures handoff to appropriate staff.
Processes and/or forwards branch invoices for payment.
Performs Branch premise/facilities coordinator responsibilities.
Utilizes effective listening and communication skills to identify "Problems/Needs/Opportunities".
May process/review various entries, reports, verifications as necessary for internal processing requirements.
Act as senior custodian of various branch securities, engraved forms, etc. Maintain relative control records and process all required transactions.
Provides back-up for the Customer Service Manager.
Contributes to branch marketing efforts and sales campaigns.

Success at the branch level also means you:
Demonstrate exceptional customer service ability, sales skills and product knowledge.
Display strong organizational and planning skills.
Possess strong PC skills.
Ability to prioritize.
Decision making and problem solving abilities.
Are able to work with minimal supervision.
Excellent communication skills (written and verbal), listening skills, ability to ask questions.
Demonstrate accuracy and efficiency in completion of duties.
Display a positive attitude, friendly personality, positive workplace behavior, self-motivated.
High School Education/some post-secondary preferred.
Previous customer service experience.
Expert knowledge of on-line banking procedures, deposit/cheque processing, Personal and Commercial banking products and services.
Knowledge of operational processes.
Some background in control processes and routines.
At ATB, we know that highly talented people can readily transfer their skills. If you believe your skills and experience are transferable, please consider putting your name in the running.

Online applications are preferred.


Purpose. Growth. Advancement. Fun. Rewards… learn about our perks and benefits.

A little about ATB:
We are Alberta’s largest, home grown financial institution and for the last 80+ years, we’ve transformed people’s understanding of what banking can–and should–make possible. Today, 5,500+ ATB team members embrace a growth mindset in order to help bring ATB’s story to life, delivering happiness to our customers and team members alike. It’s why we’re also a highly sought after, award-winning employer. The best part is, we’re just getting started. Join us, and create happiness.

To learn more about atb, visit

What happens next?

If you make the shortlist for this role, you will hear from us within 10 business days of the posting close date. We will also keep your application on file for future roles that you may wish to consider.

We are also an equal opportunity employer. Find out more about what to expect when applying.

If your application is shortlisted, we might ask you to participate in a digital interview.

Stay in touch!

ATB is happy to know you’re interested in a career with us! Follow us on LinkedIn, Facebook and Instagram to get the inside scoop on what our team is up to.