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Customer Experience Associate

2 months ago

Beaconsfield, Quebec, Canada TD Bank Full time
Customer Service Representative Job Description

TD Bank is seeking a Customer Service Representative to provide exceptional customer experiences and support the achievement of business objectives.

Job Summary

This role involves performing a broad range of customer service transactions, providing information and advice on services and products, and identifying opportunities to promote products and services to existing and prospective customers.

Key Responsibilities
  • Create an exceptional customer experience with every customer interaction
  • Complete a broad range of financial transactions in an accurate and efficient manner
  • Assist with responding and resolving customer concerns
  • Identify customer needs and determine solutions to customer problems
Key Accountabilities
  • Customer:
    • Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience
    • Complete a broad range of financial transactions (e.g., deposits, withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
    • Assist with responding and resolving customer concerns, escalating when necessary
    • Identify customer needs and determine solutions to customer problems, and open a limited range of products and/or services for customers
  • Shareholder:
    • Support the achievement of business objectives by supporting advice goals
    • Promote products, advice, services and banking capabilities
    • Understand and apply operating policies and procedures
    • Contribute to business objectives for Operational Excellence
    • Support the timely and accurate completion of business processes and procedures
    • Escalate non-standard or high-risk transactions / activities as necessary
    • Support and participate in process improvement opportunities
    • Ensure necessary due diligence to support the accuracy of all customer transactions / activities
    • Be knowledgeable of and comply with Bank Code of Conduct
  • Employee/Team:
    • Participate fully as a member of the team, promote team effectiveness and contribute to a positive work environment
    • Support the team by continuously developing knowledge in own area
    • Participate in personal performance management and development activities, including cross training within own team
    • Keep others informed and up-to-date about all relevant or useful information related to day-to-day activities
    • Contribute to a fair, positive and equitable environment that supports a diverse workforce
    • Act as a brand champion for your business area/function and the bank, both internally and/or externally
  • Breadth & Depth:
    • Requires established customer service skills to perform a range of routine activities and multi-step customer transactions, generally with limited financial impact
    • Requires a broad knowledge regarding basic product suite of business supported
    • Evaluates and recommends customer solutions from established options
    • Understands how the assigned duties relate to others in the customer or advice team and how the team integrates with others
    • Identifies and assesses customer problems in straight forward situations using standard procedures, and escalates non-standard issues internally; typically addressing routine requests requiring minimal discretion
    • Impacts team results through the quality of the services or information provided to customers
    • Follows standardized advice and customer service procedures and practices and recommends opportunities to improve processes in their own work area
    • Uses communication skills to exchange/clarify product/process information with composure and ensures underlying details are understood
    • Requires working knowledge and skills developed through formal training or work experience
    • Generally reports to a Manager Customer Experience or Branch Manager
Requirements
  • High School diploma and/or
  • 1+ years of relevant experience
  • Post-Secondary or Undergraduate degree (in related field) preferred
About TD Bank

TD Bank is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Colleague Development

We're committed to providing the support our colleagues need to thrive both at work and at home. If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Language Requirement

This position requires proficiency in a language other than French to support or deal with employees or colleagues who require services and support in a language other than French.