Service Specialist

at  ATB Financial

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:
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
Please note: the successful candidate is required to be onsite at our Edmonton ATB Place Office 100% of the time.
As ATB’s next Service Specialist, with People Places & Spaces (PP&S), you will report to the Senior Manager, Workplace Service and Experience. You’ll be the first point of contact for both internal and external stakeholders in coordinating bulk facility requests, primary support for internal mail/facility operations needs of questions and inquiries, coordination with facility projects, workplace services backup and support. Utilizing systems and tools to manage requests, meet Service Level Agreements and provide data analysis to continually elevate the team member and client experience through process improvements and communications.
PP&S is ATB’s real estate and facilities business unit and leads: real estate strategy, workplace optimization & experience, spatial design, construction, project management, leasing & subleasing management, facilities management & maintenance, asset management, facilities operations, occupational health & safety, and physical security. PP&S oversees ATB’s 1.5 million square feet of space and the team is deeply connected to transforming banking through ATB’s client facing locations, and leading the way with corporate workplace transformation, both of which bring ATB’s mandate to life and make it possible for Albertans.
Accountabilities

Service Specialist Accountabilities:

• Central Service Request Intake & Monitoring: Manage the intake of service requests, monitor in-progress requests, and perform regular check-ins to ensure timely completion in line with service standards.
• Service Timeline Coordination: Coordinate timelines and ensure prompt resolution of service issues, addressing delays proactively and escalating as needed to maintain service commitments.
• Benefits Realization & Documentation Support: Assist in documenting service benefits, outcomes, and insights, supporting the development of service summaries, feedback reports, and continuous improvement efforts.
• Queue Management & Escalation: Oversee the Ameresco AssetPlanner (AAP) queue for service-related requests, tracking progress through request lifecycle and ensuring all issues are addressed in alignment with service level agreements (SLAs).
• Vendor Coordination & Compliance: Facilitate interactions with vendors, ensuring adherence to procurement and service delivery standards, and managing purchases relevant to ongoing service needs.
• Invoice Management: Review, triage, and process invoices for payment through invoice automation, ensuring accuracy and timeliness.
• Service Reporting & Metrics: Develop and maintain dashboards for service performance, tracking key performance indicators (KPIs), and providing stakeholders with regular updates.
• Process & Documentation Maintenance: Document and refine service processes, supporting alignment with governance standards and driving continuous improvement initiatives.
• Small-Scale Service Projects: Take ownership of small-scale service improvements or specialized tasks, managing end-to-end delivery as needed to enhance service efficiency.
• Communication & Coordination: Manage communications on behalf of the Operations team, ensuring clarity and consistency in messaging. Coordinate with various teams to support the implementation of PP&S projects, aligning them with end-user needs
• Workplace Service Support: Provide support as first point of triage and support for both internal stakeholders and external vendors through the Workplace Services space and counter, ensuring prompt and effective responses to inquiries and requests.
• I.e. Mail support, vendor check-in, deliveries, couriers.
• Availability: This role is required to be onsite 5 days per week.

Skills, experience & requirements

You will find success based on the following characteristics:

• Exceptional customer service skills including strong corporate relationships, and proven ability to use collaboration and analytical skills to resolve issues/problems.
• Demonstrate active listening and effective questioning techniques to discover client needs and check for understanding before drawing conclusions.
• A self-starter who has the ability to build alliances and partnerships with internal and external stakeholders.
• Excellent organizational skills, time management and priority management with capability to manage multiple projects, initiatives and daily activity to best meet the needs of the team is required.
• Strong technical aptitude and ability to quickly learn new software is required
• Ability to gather information, accurately assess issues and assign level of priority, by using effective probing and problem solving skills.
• Client obsessed and have an aptitude for innovative thinking to continuously improve processes and procedures.
• Well spoken and communicates ideas eloquently, both verbally and in writing.
• Eager to roll up your sleeves and take on new challenges.

As the ideal candidate you possess:

• Experience: 3-5 years in service coordination, customer service, or operations support.
• Education: A degree in business, operations management, or a related field is preferred.
• Technical Proficiency: Proficiency with service management tools and familiarity with G-Suite applications. Experience with AAP or a similar tool is a strong asset.
• Analytical Problem-Solving: You have a keen analytical mind, capable of dissecting problems, asking the right questions, and suggesting innovative solutions.
• Strong Accountability & Detail Orientation: You take pride in your work and have a strong sense of personal accountability. Your focus on quality ensures that deliverables are accurate and aligned with business goals.
• Collaborative Mindset & Communication Skills: You are comfortable collaborating across departments, ensuring seamless communication and operational consistency. Your strong interpersonal skills will help build lasting relationships with external stakeholders and internal teams alike.
• Service Industry Knowledge: An interest in real estate, facilities, or operations management within a service context is beneficial.

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. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you.
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. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.
What happens next?
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 talentteam@atb.com
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

Please refer the Job description for details