Senior Specialist, Account Support, Level 2

Job Post Start
CA-ON-North York
Job Type
Regular Full-Time
Client Business Support - 1011

Job Description

Department Summary:


Client Business Support (CBS) is a client focused processing department that enables the bank to demonstrate that a virtual bank can offer superior client experience by efficiently and effectively delivering on the promises made to our clients. The CBS department is made up of several teams; each team plays a unique role in providing support for both Deposit/Chequing and Lending products. The following teams along with their specialized focus is what makes Client Business Support an integral piece of our organization:

  • Account Opening
  • Registered Products, Statements and Year- End
  • Mutual Funds and Cannex
  • Payments
  • Estates
  • Lending
  • Quality Assurance

Overall, Client Business Support is committed to delivering a 'Wow' experience. While we do not speak directly with our clients, we make sure we deliver on promises made to our clients!


Role Purpose:

The Senior CBS Specialist Level 2, Account Support  will assist in leading a team for completion of all procedure that results from New Client Account Opening (s) and resolution of all “Anti Money Laundering” (AML) and “Know your Client” (KYC) Transunion check indicators, with an emphasis on quality and integrity of work and able to work independently within established timeframes. The Senior CBS Specialist Level 2 will also assist in leading all Investigation and Resolutions, Shipping and Receiving, and Mortgage Indexing processes handled by the Account Support Team.

In addition, the Senior CBS Specialist Level 2, Account Processing must be able to:

  • Maintain service levels in fulfillment while delivering on:
    • Productivity
    • Quality
    • Client Service
    • Turnaround times
  • Analyze daily volumes, trending and unusual activities
  • Ensure that all Tangerine Legal Policies are followed
  • Ensure compliance with internal governance and external regulatory units

The incumbent is expected to participate in projects and will represent the department as a subject matter expert as related to the specified functional area to complete all or part of the procedures, testing and/or training.

The position offers candidates an opportunity to gain experience in account investigation and Static Data updates and develop a large understanding of various aspects of the departments within Tangerine and the financial industry.


Role Accountabilities:

  • Accountable for decisions based on review and analysis of daily reports, with a focus on Anti Money Laundering legislation
  • Accountable for maintaining timely knowledge of industry regulations related to Anti Money Laundering in order to ensure Procedure manuals are kept up to date
  • Participate in monthly synergy meetings with Service and Sales by providing agenda items and lead discussion
  • Handle process and complete banking transactions that result from the Call Centre’s daily activities which include setting up new accounts, verifying information, entering data on the system and client/account investigation
  • Resolve banking issues for clients, both internal and external.
  • Participate in the hiring, training, coaching and development of CBS Associates.
  • Ensure that policies and procedures are respected as per the CBS Department’s parameters.
  • Participate in tracking performance standards for CBS Associates to increase productivity and service excellence.
  • Work with other areas of the Bank including but not limited to IT, PMO, Finance, Fraud, Service and Sales, Legal, and the Product team to fine-tune processes, develop process efficiencies and work on projects
  • Assist with escalations and customer complaints from the CRG (Client Resolutions Group) and/or the President’s Office
  • Assist in investigation and escalated problem resolution, liaising with CBS Leader and Call Centre including the CBS General Line.
  • Be fully knowledgeable with respect to Tangerine products, services, policies and procedures.
  • Participate in testing and development of training material as required by the business.
  • Update procedures and guidelines as new processes are introduced or changed
  • Responsible for the training/support of new associates.
  • Ability to negotiate, influence and display the confidence to make independent decisions
  • Assist in solution management dedicated to providing a positive work environment, foster teamwork, and growth and maintaining high team morale.
  • Comply with the Tangerine Code of Conduct
  • Assist CBS Leader by meeting 1:1 with CBS Associates on reviewing processes and providing day to day coaching to help eliminate errors
  • Review of Consolidate Reporting and provide coaching and trending where necessary
  • Assist the CBS Account Support Manager with the completion of end of year OLPR for staff
  • Acts as a cross functional SME on two or more teams
  • Support ARQ selection and change request
  • Provide support to departmental initiatives/projects as a SME
  • Approximately 70% of the day is focused on day to day processing (including escalations, etc.) with remainder of the day focused on coaching, quality control and providing feedback on quarterly/annual reviews/development plan
  • Other duties as assigned.


Minimum qualifications:         

  • Education/Experience
    • University or College Degree in Business discipline is an asset
    • 3-5 years of financial services industry related experience in a banking environment
  • Specialized Knowledge
    • Sound understanding of deposit products and in-depth knowledge of applicable guidelines
    • Sound understanding of Anti Money Laundry Legislation
  • Technical Skills
    • French language skills would be considered an asset
    • Basic knowledge of Microsoft Office (Microsoft Word, PowerPoint, Excel)
  • Abilities
    • Ability to have a positive approach to change and personal development
    • Ability to function in a fast-paced environment
  • Attributes
    • Good verbal and written communication skills
    • Strong organizational and problem solving skills
    • Strong customer service and team building skills
    • Detail oriented, requiring a high degree of accuracy


Working Conditions:                                  

The Senior Specialist, Account Support , Level 2 will be working in a traditional office environment and may be subject to special working conditions as needed by the business. Special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.


Direct reports:




Disability Accommodation:

Tangerine will make reasonable accommodations for the known physical or mental disabilities of an otherwise qualified employee or applicant for employment, unless undue hardship to Tangerine would result. Any applicant or employee who requires accommodation in order to perform the essential functions of a job should contact Human Resources or his or her supervisor.


Managing Risk:

All members of the Tangerine Team are responsible for managing risk and compliance within their departments. As such, employees should maintain and demonstrate the highest standards of integrity and ethical conduct in accordance with Tangerine policies, guidelines and directions.


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