General Bank of Canada is a Schedule 1 Chartered bank headquartered in Edmonton, Alberta, and part of the Wheaton Group. Our journey began in the 1950s with an entrepreneurial spark that has grown into one of Canada’s fastest-growing small banks, delivering innovative financing solutions across automotive, aviation, and commercial sectors. At GBC, our core values of Trust, Discipline, People-Centric Approaches, and Innovation drive every decision we make. We leverage our nimble structure to pioneer forward-thinking banking solutions in the digital era. Proudly certified as a Great Place to Work for six consecutive years, we’re dedicated not only to transforming banking but also to making real impact in the communities we serve. Since 1969, our ongoing partnership with United Way has fueled volunteer initiatives, fundraising, and community programs that truly change lives. When you join our team, you’re contributing to a future where innovation and community go hand in hand. We love it here and know you will too! The Opportunity General Bank of Canada is looking for a temporary, fulltime Team Lead, Customer Service to join as a key contributor with the Bank’s Customer Service team for a 3-month term. Consistent with the growth trajectory of the Bank, this is an excellent opportunity for the right individual to contribute to building the Bank of the future with considerable potential for learning, growth, and advancement. As part of a small call center environment, the Team Lead, Customer Service fosters strong relationships with clients and colleagues by providing quality customer service, first call resolution, and alternative solutions for escalations. This role will review processes on a regular basis to ensure compliance with optimum efficiency. All customer requests must follow General Bank policies and procedures. The Team Lead serves as guide and advisor for all contact center users. This position provides assistance and back-up to the Manager, Customer Service, as required. Please note that we are only accepting internal applications for this role. Upon completion of the 3-month contract period, the successful candidate will be returned to their current role. Position Responsibilities Contribute to the overall success of the Customer Service Department by identifying opportunities to enhance the customer experience. Act as a change management lead by assisting with the implementation of new policies and procedures. Manage and maintain contact center system for all users. Assist in training, knowledge share, and support of team members in all aspects of the customer service processes and procedures. Help build a positive and effective work environment by promoting team effectiveness as well as participating in personal performance development. Provide clear direction to team by answering team member questions re: exceptions and escalated situations. Resolve escalated issues and provide alternative solutions when required that comply with the Bank’s policies and procedures. Participate in team meetings to update members on best practices and changes, updates. Perform timely reporting and data analysis including regulatory requests from CRA and credit bureau. Planning monthly schedules to maximize coverage to meet Service Level Agreements. Other duties as assigned. What You Bring to the Table Required Qualifications High school diploma required. Previous experience in a fast-paced call center environment is required. Preferred Qualifications Post-secondary education in the fields of administration/business, finance, or related work experience is an asset. Previous experience in bank administration is an asset. Intermediate skills in MS Office (Word, Excel, Outlook), technical computer knowledge and financial applications is an asset. Position Details Status: Temporary, fulltime Employment Duration: Up to 3 months Workplace Model: In-Office Location: Edmonton Working Conditions: In Office with the possibility of working remotely if required. Compensation: The salary range for this position is Pay Grade 5. Compensation is commensurate with qualifications. Posting Deadline: September 19, 2025 What GBC Brings to the Table At General Bank of Canada, we offer more than just a paycheque. We provide the opportunity to build your career and elevate it to new heights. Our compensation package includes base salary, group benefits, and a matched retirement savings plan program. Our group benefits ensure you and your dependents are covered for extended health, dental, and vision care. We also provide flexible spending accounts, replenished annually, to help cover additional medical and wellness expenses. Recognized as one of the Best Workplaces for Mental Wellness in 2025, we take mental health seriously. That's why we offer additional coverage for mental health practitioners and a dynamic employee assistance program. As an employee, you can expect more than just our competitive compensation package, comprehensive group benefits, and matched retirement savings plan. We also offer the following: Generous paid time off to promote healthy work-life harmony. Collaborative work environment where your voice and opinions are valued. Exclusive employee perks which include discounts for various products and services. Beautiful downtown office location with an onsite gym and Edmonton’s best rooftop patio. Engaging social events each month, offering unique experiences and opportunities to connect with colleagues, meet new people and enjoy some fun. Professional development and tuition support to help you advance your career. Welcoming teams that celebrate diversity and prioritize inclusion. Give back to your community. As a proud partner of the United Way, we offer numerous initiatives throughout the year for you to get involved and make a meaningful impact. Make an impact. Join one of our employee-led committees to develop leadership skills, expand your network and contribute to our strong corporate culture. How to Apply We invite you to apply directly through our Careers portal at generalbank.ca/careers. If you require additional assistance, you can contact us at HR@generalbank.ca. While we appreciate all applications, only candidates selected for further consideration will be contacted directly. At General Bank of Canada, we believe that that diversity drives innovation and fosters a culture of inclusion. We are proud to be an equal-opportunity employer, dedicated to creating a welcoming and supportive environment for all employees. We are committed to building a diverse and inclusive workforce that mirrors the rich diversity of our communities and customers. We believe that accessibility is a fundamental aspect of our commitment to diversity, equity, and inclusion. Our goal is to ensure that every candidate has an equal opportunity to succeed during the interview process, and we will work with candidates requiring accommodations. If you require an accommodation, please reach out to our HR team directly (HR@generalbank.ca). We welcome and encourage applications from individuals of all backgrounds and abilities, including those who are underrepresented in the financial services industry. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other legally protected status.