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Added 23 mins ago
IO
Environmental Advisor (Kearl)
Imperial Oil
AB · Edmonton, AB
- Full-time
The Environmental Advisor will support the Kearl operation by completing regulatory analyses, maintaining existing regulatory compliance systems and relationships, and ensuring compliance…
Added 52 mins ago
R&
Level IV Quality Engineer (QE)
Robertson & Company Ltd.
Toronto, ON
- Contract
Business Hours: Monday-Friday, Core business hours
Added 52 mins ago
WS
Proj Financial Controller EPMO
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ON · Ontario, Canada
- Full-time
Act as a trusted financial advisor to project managers, portfolio leaders, and business partners.
Added 53 mins ago
D
Client Financial Services Agent
Desjardins
Montreal, QC
- Full-time
…and clients. You help advisors deliver services and maintain business relationships. You have the latitude and are called upon to take charge of the immediate needs of members and clients…
Added 53 mins ago
K
Cloud Consultant
Kyndryl
Toronto, ON · Ottawa, ON · Montreal, QC · Calgary, AB
- Full-time
This role sits at the intersection of business strategy, enterprise architecture, and cloud delivery, enabling organizations to modernize legacy platforms, adopt cloud-native operating…
Added 53 mins ago
SAP Client Delivery Manager
NTT DATA Services
Toronto, ON
The CDM cooperates closely with the customers’ IT department and business stakeholders, cooperatively planning and coordinating service requests. Also he is in contact with the Management /…
Added 1 hour ago
SENIOR ENTERPRISE TECHNOLOGY PROCUREMENT & CONTRACT SPECIALIST
City of Toronto
Toronto, ON
…Technology Services Division (TSD), acting as both a strategic advisor and an escalation point for procurement…
Added 1 hour ago
RB
Client Advisor
Royal Bank of Canada
Virden, MB
- Part-time
…individual needs. You will champion the RBC brand and drive business by supporting new client acquisition and deepening existing relationships. If you have the self-motivation to deliver…
Added 1 hour ago
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Client Advisor
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Thunder Bay, ON
- Part-time
Focus on client education and demonstration, leveraging technology to deliver a memorable client experience, drive sales, and retain business
Added 1 hour ago
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Client Advisor
Royal Bank of Canada
Flin Flon, MB
- Full-time
…individual needs. You will champion the RBC brand and drive business by supporting new client acquisition and deepening existing relationships. If you have the self-motivation to deliver…
Added 1 hour ago
EF
Financial Advisor (Willoughby Branch)
Envision Financial
Langley (District), BC · Langley, BC
- $52,400 to $65,600 USD / year
- Full-time
We are currently seeking a Financial Advisor to join our team.
Added 1 hour ago
IW
Coordinator, Region Office Operations, Kelowna, BC
IG Wealth Management
BC · British Columbia, Canada
- Full-time
Founded in 1926, IG Wealth Management is a key part of IGM's business model, providing comprehensive wealth management services to Canadian financial advisors and their clients.
Added 1 hour ago
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Avocat(e), Fusions et acquisitions (5-7 ans) / Mergers & Acquisitions Lawyer (5-7 Years)
Prelia Canada
Montreal, QC
- Full-time
…trusted partners to businesses of all sizes. We specialize in business law, taxation, litigation, and employment law. Our strength lies in our pragmatic approach, combining deep knowledge…
Added 1 hour ago
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Senior Tax Advisor
Copoint
Calgary, AB
- Full-time
As a Senior Tax Advisor, you'll become a trusted advisor to these businesses. You'll work directly with owners, executives, finance leaders, and the rest of the Copoint team to help them…
Added 2 hours ago
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Insurance Advisor (Level 1 or Level 2) - Kensington Insurance Services Ltd.
The InsureBC Group
Burnaby, BC
- Full-time
Kensington Insurance is looking for a motivated, customer-focused Insurance Advisor with a minimum Level 1 General Insurance License to join our team. This is a full-time, permanent role…
Added 2 hours ago
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Area Manager - M&M Food Market
Parkland Corporation
Calgary, AB
- Full-time
…Sales Budgets, SSSG, EBITDA, Scorecards, CTER audits and Meal Advisor engagement. The Area Manager audits and inspects the stores to ensure adherence to brand standards and develops action…
Added 2 hours ago
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Sales Associate - CosmoProf Store # 07369
CosmoProf Beauty
Brandon, MB
- Full-time
The Sales Associate/Beauty Advisor will focus on one primary objective – creating a memorable shopping experience for our customers. We are continually searching for passionate beauty…
Added 2 hours ago
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Area Manager - M&M Food Market
Parkland Corporation
AB · Edmonton, AB
- Full-time
…Sales Budgets, SSSG, EBITDA, Scorecards, CTER audits and Meal Advisor engagement. The Area Manager audits and inspects the stores to ensure adherence to brand standards and develops action…
Added 2 hours ago
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Vice President Business Development / Portfolio Manager / Investment Advisor - British Columbia / Vancouver / Vancouver Island- Partner Track
Schwaben Capital Group Limited
Toronto, ON
- Full-time
Investment Advisor / Portfolio Manager - Business Development, Partner Track
Added 2 hours ago
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Service Advisor
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AB · Edmonton, AB
- Full-time
…delivering high-quality customer service across all areas of the business and continuously seeks ways to improve operations. Stahl Peterbilt’s commitment to excellence has earned multiple…
Added 2 hours ago
Advisor, Environmental Coordination and Planning
VIA HFR - VIA TGF Inc
Montreal, QC · Toronto, ON · Quebec, QC
Would you like to take on a stimulating, high-impact challenge? We are looking for an Advisor, Environmental Coordination and Planning.
Added 2 hours ago
Business Advisor - Nashwaaksis, Fredericton, NB
Scotiabank
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Manage an assigned portfolio of high value and/or complex small business owner relationships to achieve retention and other negotiated goals while meeting Scotiabank’s Service Standard
Added 2 hours ago
HI
Insurance Advisor, Auto
HUB International
Burnaby, BC
- Full-time
Are you an experienced Insurance Advisor looking to grow their career? If you’re a self-motivated and sales-driven individual seeking work-life balance and a team-oriented culture – YOU can…
Added 3 hours ago
Environmental Advisor (Kearl)
ExxonMobil
AB · Kearl Lake, AB
The Environmental Advisor will support the Kearl operation by completing regulatory analyses, maintaining existing regulatory compliance systems and relationships, and ensuring compliance…
Added 3 hours ago
TC
Board of Director
The Canadian Training Institute
Toronto, ON
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Serve as a trusted advisor to the Executive Director in implementing CTI’s strategic plan.

ATB

Performance Coach, Client Care Learning & Development

Calgary, AB, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Experience: Call Center Expertise: You bring 3-5+ years of experience in a high-volume call center environment.
Posting language: English
Posted: Oct 6, 2026

Original job description

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

At ATB Financial, we empower our team to succeed from day one. As a Performance Coach, you are a vital link between a new hire’s potential and their initial performance. You serve as a strategic advisor, acting as a coach and facilitator. This role combines meaningful learning experiences with advanced facilitation and coaching. You will be the point of contact for new team members entering our Everyday Financial Services (EFS) call center, acting as a supportive mentor and trainer. This delivery-focused role combines learning experiences with high-energy classroom facilitation and real-time coaching.

This is an active, in person, hands-on role. Operating independently, you will lead performance sessions where you will guide team members through their training at client care. Your goal is to engage team members throughout their learning journey. You report to the Manager, Client Care Learning & Development, advancing the team's strategic goals through proactive collaboration.

Accountabilities

As the driver of new hire success, you will be expected to:

Facilitate High-Impact Learning: Lead the end-to-end delivery of onboarding programs, continuous learning that includes upskilling, and new product rollouts. You’ll bring the curriculum to life, fostering the engagement and skill-building necessary for advisors to thrive as they move through training and onto the floor.
Curate & Adapt Learning Solutions: Apply adult learning principles to autonomously support creation and refinement of learning experiences from existing or new content. This includes being a reference of support for our instructional designers with interactive workshops that you will facilitate.
Support Practicum Sessions: Provide real time, expert coaching, enabling team members to navigate complex client inquiries with composure and confidence.
Track Performance Awareness: Working with leadership, you will review the learning metrics and collaborate with your team to analyze performance data to understand how those insights influence adoption and iterations of learning interventions.
Be a Compliance Guardian: Ensure every new team member understands and adheres to the non-negotiables including FINTRAC, Authentication, retail banking regulations, and internal security protocols.
Refine the Journey: Act as the eyes and ears in the classroom. You will provide feedback to the Manager on curriculum effectiveness, identifying basic gaps in existing training and support the team in making routine content updates.
Model Excellence: Demonstrate the ATB ID in every interaction. Whether you are facilitating a workshop or hopping on a call to demonstrate a technique, you lead by example.

Knowledge, Skills and Experience

The successful candidate is a high-energy facilitator with a passion for seeing others succeed:

Call Center Expertise: You bring 3-5+ years of experience in a high-volume call center environment. You understand the time to proficiency pressure and have a proven track record of helping others improve their call center metrics including Average Handle Time (AHT), Voice of the Customer (VOC) and Quality scores.
Banking Knowledge: Experience in the financial sector is a major plus. Familiarity with retail banking products and Canadian regulations (like FINTRAC) will give you a significant head start.
Capable Facilitator: You thrive in front of a room (including multi-channel delivery), bringing a proven mastery of classroom delivery. You translate multifaceted banking topics - ranging from system navigation and compliance to the art of client conversations - into digestible and engaging learning experiences.
The Coach Mentality: You don't just tell people what to do; you show them how to do it. You possess high emotional intelligence and the ability to deliver direct, constructive feedback that inspires growth.
Technical & Design Software Savvy: You possess a strong knowledge and practical application of digital tools used to support adult learning and familiarity with navigating Learning Management Systems (LMS) to deploy and track training content.
Education & Certifications: A diploma or certificate in Education, Instructional Design, Human Resources, Business, or a related field is preferred. Professional certifications in adult learning and facilitation (such as CTDP, Certified Training and Development Professional) are considered highly preferred, demonstrating a commitment to proactively applying external industry trends to the learner’s flow of work.

Workplace Arrangement

This role is primarily based on-site at our Calgary Campus office (3699 63 Ave NE, Calgary, AB).

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.

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More about this job

Responsibilities

The Performance Coach facilitates onboarding and continuous learning programs for new hires in the call center while providing real-time coaching and performance feedback. They act as a strategic advisor to ensure team members meet performance metrics and adhere to compliance and security protocols.

Requirements

Candidates should have 3-5+ years of experience in a high-volume call center environment and strong facilitation skills. A diploma or certificate in Education, Instructional Design, Human Resources, or Business is preferred, along with knowledge of retail banking and adult learning methodologies.

Skills

Facilitation
Coaching
Call center operations
Adult learning principles
Performance management
Instructional design support
Banking regulations
FINTRAC compliance
Learning Management Systems
Data analysis
Emotional intelligence
Mentoring
Training delivery
Retail banking
Communication

Benefits

Flexible work programs
Inclusive work environment
Learning and development opportunities
Performance enablement

Visa sponsorship

Not detected in the job text

Keywords

Performance Coach
Call Center
Learning & Development
Facilitation
Onboarding
Adult Learning
Banking
FINTRAC
Compliance
Instructional Design
Coaching
LMS
Retail Banking
Performance Metrics
AHT
VOC
Quality Scores
Training
Mentoring
Professional Certification
CTDP
Client Care
Data Analysis
Security Protocols
Upskilling

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