Client Relations Investigator Student

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:

Commitments

• 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

ATB 101 is a student work experience and engagement program! Our ATB 101 students play an integral role in the success of our business. As an ATB 101 student you will have a unique opportunity to contribute to ATB through challenging, meaningful and diverse opportunities and make a positive impact for our clients and each other. Oh and we promise you’ll have a lot of fun doing it!

ATB is more than just a bank and ATB 101 is more than just a student job. Do you want to have an opportunity to work with customers, businesses and industries that drive Alberta’s economy? Do you have a desire to understand the very core of our business and be part of the evolution of serving our customers? If so, ATB might be right for you.

As ATB’s next Student, Client Relations Investigator, you will take your conflict management skills and empathy to the next level, while engaging with many teams across the organization. You will play a pivotal role in supporting your peers and clients with their level 3 escalations. A keen understanding of policy, legislation and industry standards will ensure that this stage of escalation is handled equitably and in the best interest of all parties involved.

As part of the Office of the CEO, the Client Relations team is the third and final internal step to review client issues and escalations. We maintain independence and impartiality to uphold the integrity of the investigation process. Our approach is guided by objectivity, ensuring a fair assessment that considers all relevant factors without bias. Client Relations operates within the framework of established policies, legal requirements, and industry standards to guarantee that our decisions are transparent, ethical, and compliant.

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 advocate.

Accountabilities

• Contribute to management of escalated client complaints
• Researching and analyzing legislation, regulatory requirements and industry standards
• Developing and building internal partner relationships with other ATB departments, supporting partners across the organization with resolving issues or concerns
• Researching tactical service routines, service standards, best practice processes and procedures of administrative and operational activities across the organization
• Monitoring for impacts contrary to ATB risk management principles, reporting organizational risks to our strategic goals.
• Collaborate with leaders across the organization to understand, build and articulate business processes, guidelines, legislation, etc.
• Create and/or maintain Client Relations’s resources, including
  • ensuring process records/documentation remains current,
  • all research records, reporting and their sources are effectively organized and stored, etc.

Skills, experience & requirements

• Enrollment in the first or second year of a Canadian law school, OR
• Enrolment in a Bachelor's degree in Business / Commerce or Arts / Law & Society.
• Strong oral and written communication skills, with specialization in conflict management would be considered an asset.
• Strong organizational and time management skills, and agility to perform multiple tasks.
• Strong analytical, problem-solving, critical thinking, and feedback skills.
• Effective listening and comprehension to ensure the full understanding of clients’ concern(s).
• Ability to explain complex information to clients from all backgrounds.
• Proven ability to work effectively with multiple stakeholders, with demonstrable skills in influencing, negotiation and consensus building.
• An inquisitive and growth mindset. Confident to ask questions, seek information, dissect problems, and suggest innovative solutions.
• Commitment to partake in learning opportunities to better support communication skills and management of dispute resolution.

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.

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.

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 [email protected]

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.