Customer Experience Representative

2 days ago

Brossard, Quebec, Canada TD Bank Full time

About the Role:

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Associate. As a key member of our branch team, you will be responsible for delivering exceptional customer experiences and contributing to the ongoing improvement of our branch customer experience.

Key Responsibilities:

  • Customer Service:
    • Provide exceptional customer service to all customers, responding to their needs and resolving any issues in a timely and professional manner.
    • Complete a broad range of financial transactions, including deposits, withdrawals, bill payments, and other transactions, 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.
  • Business Development:
    • Support the achievement of business objectives by supporting advice goals.
    • Promote products, advice, services, and banking capabilities to customers.
    • 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.
  • Team Collaboration:
    • 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.
  • Requirements:
    • 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 straightforward 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.

Education and Experience:

  • High School diploma and/or
  • 1+ years of relevant experience
  • Post-Secondary or Undergraduate degree (in related field) preferred

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