Customer Fulfillment II - Banking Operations
ATB Financial, Canada
Job Description
OUR BOTTOM LINE IS DIFFERENT.
There’s something special about working at ATB, and it’s been recognized on every top employer list that matters. Maybe it’s our exceptional culture where your total wellness is supported through market-leading benefits and you’re free to bring your whole self to work. Maybe it’s our commitment to a growth mindset and our unrelenting thirst for making it possible for fellow Albertanseven the ones who aren’t our clients.
Whatever it is, you won’t find a more genuine, driven and knowledgeable group of humans anywhere. We foster a culture of purpose, performance and possibilities. We engage with intense curiosity, and bring our whole selves to work, every day. We know it starts with people like you, so take a chance and start with us.
Department: Banking Operations
Job Number: REQ6395
Location: Calgary, AB
Apply by: June 29, 2023
Paygrade: G-OTH
System Title: Fulfillment Operations II
# Positions available: 2
Leader Name: Leader, Banking Operations
Work Arrangement: Hybrid: You’ll work both remote and onsite, where time onsite is based on your job accountabilities and performance objectives.
Customer Fulfillment II Accountabilities:
- These roles require comprehensive knowledge of all processes within Loan Operations (Specific to Loan Servicing and Pre Disbursement Review teams), a general understanding of the overall loan processes and how related partners and AOEs are involved.
- Specific to Pre Disbursement Review role: able to utilize problem solving techniques and provide efficient and accurate pre audit on funding loan processing for the Branches and other Areas of Expertise (AoEs) in a high volume workflow atmosphere. This includes reviewing of retail and business loan security, loan applications, Applications for Credit, compliance review and sundry loan functions.
- Specific to Loan Servicing Role: To be cross functional within all three areas of Loan Servicing, this includes Loan Maintenance, Loan Protection amp; Specialized Loan Servicing (dealing with impaired loans) Be able to have the ability to work in a high volume atmosphere on complex requests with a need to have a growth amp; think outside the box mindset set along with excellent problem solving skills to figure out complex requests that may not have a proven process. Remediation work is high within this space. Enhanced due diligence is a must along with great attention to detail when completing client requests.
- Ensure regulatory guidelines are adhered to and requires subject matter expertise on all things risk related to ensure clients are provided the best in class care
- Be flexible, agile and willing to complete various activities as needed with attention to detail to eliminate risk and fraud which could result in losses to clients and ATB.
- Working with partners across varied platforms requires excellent communications skills to ensure clear, detailed and effective communication.
- The ability to participate in Loan Operation activities and meetings by providing insight into the team’s processes and possess the ability to clearly relay how the work is completed and answer any questions.
- Develop and maintain relationships with internal and external partners to have the foundation established to discuss and resolve issues to improve the overall client experience.
- Responsible for identifying processes that can be improved and efficiencies found and implemented to attain operational excellence and client obsession, including trends in the exception processing.
- Provide training when processes change and/or new processes are added and/or new team members join the team.
- Participate in process guide management on varied processes within the team.
- Robust investigation skills when acting as an escalation point for more complex issues within the team and in ServiceNow with the ability to troubleshoot system errors and changes in SAP/BaS.
Requirements
- Minimum 2-4 years financial industry or related banking experience, preferably with expertise and knowledge with loans and have demonstrated a high level of accuracy and attention to detail.
- Excellent understanding and knowledge of ATB related systems (Ex: CSA, Portal, BOX, SAP, CRM, CMS, GSuite, ServiceNow).
- Strong written/verbal communication with the ability to professionally communicate with external partners, team members and business partners across many levels.
- Strong understanding of Lean Methodology to be able to understand and apply the various principles and processes.
- Solid administrative, organizational, and priority planning skills to meet established deadlines and commitment agreements, keeping our clients at the heart of every request.
- Positive proactive attitude and abil