Agency Manager

Our bottom line is different.

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.

Location: Thorhild, AB

Apply by: Apr 30, 2024

# Positions available: 1 Full-Time

Leader: Rebecca Green, Agent

As an Agency Manager, you will be responsible for the provision of professional, quality customer service through effective use of organizational and leadership skills, sales and product knowledge, agency administration and operations and human resource management skills. You are accountable for the execution and sustainment of risk and compliance controls within the agency. The successful candidate will collaborate with the partnering Branch Manager and use their experience to cultivate exceptional customer experiences and build market share. You would contribute to ATB’s success by creating long-term value for our customers and the wider community.

You hire great DNA, you continuously develop others, your people love working for you and you develop exceptional relationships and achieve solid business result.

Please note: In this role you will not be an employee of ATB Financial. You will be employed by the privately owned Agency.

Agency Manager Accountabilities:

Coaching & Leadership:

• Coaching the development of skills and confidence to create a performance driven environment where your team has the knowledge and expertise to identify customer needs and generate quality connections between your employees and other experts in the different areas at ATB
• Providing guidance and assistance to employees with problems or general inquiries
• Implementing tactical sales routines, best practices processes and procedures on all administrative and operational activities within the agency.
• Building yourself as the center of influence in your community and a local advocate for customer service and business practices.
• Being agile and being a catalyst for change in our ever-changing digital banking landscape
Having fun while becoming a credible expert within your team.

Agency Operations:

• Coordinating effective promotional campaigns and the implementation of business development plans.
• Liaising with other partners such as Branch Support, Money Markets, Banking Operations in order to support daily operations, meet customer service requirements and resolve issues or concerns.
• Monitoring and recording all connections made, referred or in progress for all agency employees and coaches Customer Relationships Specialists (CRSs) on areas for improvement.
• Responsible for agency administrative and operational responsibilities and ensures that required audits and verifications are carried out according to policy.
Assisting the Agency Owner with the creation of a business plan and budget. Reviews and ensures appropriate efforts are made to maintain operating expenditures within budget.

Risk & Compliance:

• Managing risk to enhance long term business growth.
• Monitoring and controlling daily operations to ensure agency assets are properly safeguarded, premises and equipment are properly maintained and necessary controls are in place and required audits and verifications are carried out as required.
Ensure that your learning, and that of the employees of the agency, is kept up to date with ATB’s systems, processes, compliance and culture.

Customer Service:

• Creating happiness each and every chance you get for your customers.
• Being able to show customers how to use our digital platform.
• Ensuring customer service staff acquire and maintain appropriate interpersonal skills and extensive product knowledge of the full range of ATB Financials products and services.
• Acting as senior custodian of various agency securities, engraved forms, etc. Maintain relative control records and process all required transactions.

Requirements

As the ideal candidate you possess:

• 5 - 7 years financial services experience
• A digital mindset and knowledge of ATB’s systems and platforms
• A self driven perspective and awareness of opportunities for growth within the business.
• Being a Brand Ambassador for ATB Financial
• Building internal connections that will surround your customers with experts in the different areas of expertise
• Building your name in the community that you work and live in
• Business degree or diploma or equivalent experience
• Contributing to the improvement of the customer experience by leading and educating quality service at every customer interaction
• Decisive, creative and flexible
• Developing a plan to achieve sales goals with assistance from management and are responsible for meeting or exceeding specific individual sales goals.
• Effective team building skills, strong ability coach and nurture behavior
• Excellent communication skills (written and oral), listening skills, ability to ask questions, persuasive
• Exceptional customer service, sales and marketing skills and product knowledge
• Displaying the ability to maintain strong product knowledge so that you can inform and articulate to customers the different products and/solutions offered by ATB
• Knowledge of personal lending services and products
• Obtaining comprehensive knowledge of the local market, competitive offers and economic trends.
• Proven experience in a sales coach role
• Sales Training programs or equivalent training or experience
• Strong organizational and planning skills
• Understanding of customers needs and provide the best solution and/or recommendations

Your attributes:

• Translator - communicate in an easy to understand manner, taking into consideration the appropriate form of communication (i.e. face to face, email and telephone).
• Connector - Proactively connect yourself and others to the people needed to move forward and make yourself available to others who may need you.
• Hungry - you have clear objectives for your work, by creating timelines, evaluating what information you will require and how you will overcome expected obstacles.
• Collaborator - you will readily partner with others inside and outside the organization.
• Customer Excellence - Delivers an exceptional customer experience at all times.
• Business Savvy - Financial Services experience with proven sales skills.

Imagine being part of a team that not only values your contributions but actively encourages your personal and professional growth. If you're ready to embark on an exciting journey filled with opportunity and this sounds like the team you want to be part of send us your application and we’ll talk.

Benefits

Be great. Be you. Believe.

We are dedicated to building a workforce reflective of the diversity within our communities and creating an environment where every employee has what they need to reach their potential. We encourage candidates from all equity-seeking groups to apply.

What happens next?

Thank you for applying online. If you are shortlisted for this opportunity, you will hear from us after the posting close date regarding next steps. If you require any accommodations, please let us know.