Customer Experience Associate

5 months ago

Ottawa, Canada TD Bank Full time

**Work Location**:
Ottawa, Ontario, Canada

**Hours**:
15

**Line of Business**:
Personal & Commercial Banking

**Pay Details**:
**Perform a broad range of customer service transactions, may provide information and/or advice on services, products, and/or solutions to existing or prospective TD customers.**

**This role is required to understand customer needs and identify opportunities to promote products, services, and/or refer them to the appropriate team member or internal Bank partner, while ensuring a positive customer experience.**

**KEY ACCOUNTABILITIES**

**CUSTOMER**
- **Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience through service and advice**:

- **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**:

- **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 mínimal 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**

**EXPERIENCE & EDUCATION**
- **High School diploma and/or**:

- **1+ years of relevant experience**:

- **Post-Secondary or Undergraduate degree (in related field) preferred**

**Who We Are**:
**TD 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. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.**

**TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Thro

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