Client Services Officer

Haventree Bank; Calgary; Hybrid; CAD 42,000 - 64,000; Full time

Job summary

Haventree Bank is seeking a Client Services Officer to deliver outstanding customer service and operational support for day-to-day banking needs. You will assist clients with transactions, deposits, and lending products, while maintaining regulatory compliance and accurate CRM records.

A proactive approach helps build strong relationships and drive client satisfaction. Based in Calgary, you will collaborate with a friendly team in a fast-paced environment, using CRM and digital banking tools to

Qualifications

• Requires a college diploma or equivalent.
• 1-2 years experience in financial services/banking environment.
• Familiar with CRM systems, digital banking platforms, and remote communication tools.
• Understanding of deposit and lending products.
• Proficient in Microsoft Office; strong verbal and written communication.

Responsibilities

• Serve as the first point of contact for clients via phone, email, or live chat.
• Provide information on banking products such as accounts, GICs, and secured loans.
• Maintain accurate records of client interactions in CRM systems and support client retention.
• Verify client identity and follow security protocols to protect sensitive data.
• Update client information and assist with documentation and follow-up communications.

Skills

Customer service

Communication

Multitasking

Problem solving

Bilingual English/French (preferred)

Education

College diploma

Tools

CRM systems

Microsoft Office

Digital banking platforms

Job description

Haventree Bank is a Schedule I Canadian bank dedicated to advancing financial security and upward mobility for Canadians underserved by traditional financial services. Through our broker-distributed alternative mortgage and GIC solutions, as well as our growing digital banking platform, we provide straightforward products that support long-term financial well-being and meaningful growth.

As a CDIC-insured, federally regulated bank, we offer the trust and stability of a traditional financial institution while embracing the innovation and customer-first mindset of a modern digital bank.

If you're looking for a place where your work has a direct impact, your ideas are valued, and innovation is encouraged, Haventree Bank is the place for you.

Position Summary:

Reporting to the Senior Manager, Client Experience, the position is responsible for delivering exceptional customer service and operational support. This role involves assisting clients with a wide range of banking needs, including assistance with day-to-day banking transactions, servicing deposit accounts, and supporting lending products. The Client Services Officer maintains a high standard of accuracy and regulatory compliance while fostering strong client relationships through a proactive approach to understanding needs and resolving issues efficiently. With a focus on both service excellence and operational efficiency, this role contributes to the overall success of the bank and enhances the client experience.

Major Duties & Responsibilities:

Customer Support & Inquiry Handling

• Serve as the first point of contact for clients via phone, email, or live chat
• Address inquiries related to account balances, transactions, online banking, and general services.
• Troubleshoot digital banking issues and elevate technical problems as needed.
• Investigate and resolve client concerns efficiently and empathetically.
• Ensure timely follow-up and elevate complex issues to appropriate teams.

Product & Service Guidance

• Provide information on banking products such as accounts, GICs, and secured loans.
• Educate clients on digital tools and self-service options, including processing transactions.
• Support account maintenance and identify opportunities for specialist referrals.

Client Relationship Management

• Build rapport with clients by delivering personalized and attentive service.
• Maintain accurate records of client interactions in CRM systems.
• Support client retention by ensuring a positive and consistent service experience.

Compliance & Security

• Verify client identity and follow security protocols to protect sensitive data.
• Adhere to AML/ATF regulations and report suspicious activity as required.

Administrative Support

• Update client information and service requests in internal systems.
• Assist with documentation and follow-up communications.

Qualifications & Experience:

Degrees, Diplomas & Certifications:

• The position requires a college diploma or equivalent.

Years and Range of Experience Required to Perform the Job:

• The position requires at least 1-2 years of experience in a financial services or banking environment.
• Familiar using CRM systems, digital banking platforms, and remote communication tools.
• Understanding of deposit and lending products.
• Proficient in Microsoft Office and comfortable working in a paperless environment.
• Strong verbal and written communication skills; ability to handle high call volumes and de-escalate issues.
• Experience resolving client issues efficiently and empathetically.
• Comfortable with repetitive tasks and be able to multi-task.
• Ability to work in a fast-paced, team-oriented environment with performance metrics.
• Bilingual in French and English is preferred.

• Haventree Bank embraces equal opportunity, diversity, and inclusion. Please let us know if you require any accommodations during the recruitment and selection process by contacting [e-mail]