Dedicated Client Service Advisor

Job Description

Dedicated Service Advisor – Canada

The Dedicated Client Service Advisor (DCSA) is the single point of contact for an assigned portfolio of commercial clients. This role delivers end to end ownership of daily operational servicing while driving exceptional client experiences, continuity, and proactive problem resolution. Success in this role requires strong self management, disciplined time management, and the ability to operate effectively in a high volume environment while maintaining accuracy, compliance, and service excellence.

Key Accountabilities

Client Ownership & Service Delivery

• Owns day to day operational servicing for an assigned client portfolio, acting as the primary and accountable service contact.
• Delivers prompt, accurate, and professional resolution of client service requests, issues, and inquiries.
• Ensures all tickets and service requests are resolved in line with client expectations and service standards.
• Applies sound judgment to resolve issues independently or escalate appropriately per established guidelines.

Ownership, Self-Management & Time Management

• Demonstrates strong ownership and self management, proactively prioritizing work, managing competing deadlines, and maintaining control of workload.
• Effectively manages high service volumes while sustaining quality, accuracy, and turnaround times.
• Anticipates peak periods, plans capacity, and adjusts priorities to ensure consistent service delivery.
• Takes accountability for follow ups, outstanding items, and end to end completion of client requests.

Client Experience & Continuous Improvement

• Engages with clients to understand service needs, diagnose issues, and identify opportunities to improve efficiency and experience.
• Identifies and recommends process improvements that reduce repeat requests and improve client outcomes.
• Collects and analyzes client feedback, trends, and service data to identify gaps and enhancement opportunities.

Operational Excellence & Risk Management

• Ensures all client interactions, documentation, and resolutions comply with bank policies, regulatory requirements, and internal controls.
• Participates in audit activities and client issue resolution, correcting irregularities and driving corrective actions with proper escalation.
• Applies the Bank’s Risk Management Framework to make sound, risk informed decisions that protect clients and the Bank.

Collaboration & Strategic Support

• Partners closely with Relationship Managers, Sales teams, and internal partners to support client needs and business objectives.
• Provides input into operational planning, service enhancements, and implementation of new programs.
• Prepares and presents insights and reports highlighting client trends, risks, and opportunities.

Additional Expectations

• Works mostly independently with a high degree of accountability.
• Thinks creatively and proposes practical, client focused solutions.
• Adapts to evolving priorities, programs, and business needs.
• Broader responsibilities may be assigned as required.

Qualifications

Experience

• 3–5 years of relevant experience in Client Service, Client Relationship Management, Financial Services, or a service driven banking environment preferred.

Education

• Bachelor’s degree preferred (Business Administration, Finance, Marketing, or related discipline).
• Equivalent experience will be considered.

Skills & Competencies

• Strong ownership, accountability, and self management
• Proven time management skills with ability to handle high volumes
• Client first mindset with strong problem solving skills
• Product knowledge and regulatory awareness
• Data analysis and reporting capability
• Detail oriented with strong documentation discipline
• Effective collaboration and communication skills
• Proficiency in Microsoft Office and banking platforms
• Teamwork
• Problem-Solving
• Collaboration
• Detail-Oriented

Skills and Requirements

Experience

• 3–5 years of relevant experience in Client Service, Client Relationship Management, Financial Services, or a service driven banking environment preferred.

Education

• Bachelor’s degree preferred (Business Administration, Finance, Marketing, or related discipline).
• Equivalent experience will be considered.

Skills & Competencies

• Strong ownership, accountability, and self management
• Proven time management skills with ability to handle high volumes
• Client first mindset with strong problem solving skills
• Product knowledge and regulatory awareness
• Data analysis and reporting capability
• Detail oriented with strong documentation discipline
• Effective collaboration and communication skills
• Proficiency in Microsoft Office and banking platforms
• Teamwork
• Problem-Solving
• Collaboration
• Detail-Oriented
• Commercial Banking, Cash Management, Treasury Payments experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to