Client Experience Specialist
4 weeks ago
Location: London, Ontario, Canada
Schedule: 15
Industry: Personal and Commercial Banking Services
Compensation Details:
We are committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to engage in an open conversation with your recruiter regarding compensation, including the specifics related to this position.
Position Overview:
PRIMARY RESPONSIBILITIES- Deliver an outstanding customer experience with every interaction and contribute to the continuous enhancement of the overall branch customer service through effective advice and support.
- Accurately and efficiently execute a variety of financial transactions (e.g., deposits, withdrawals, bill payments, and/or other necessary transactions).
- Assist in addressing and resolving customer inquiries, escalating issues when required.
- Identify customer needs and propose solutions to their challenges, as well as initiate a limited range of products and/or services for clients.
- Facilitate the achievement of business goals by supporting advisory objectives.
- Promote products, services, and banking capabilities.
- Understand and apply operational policies and procedures.
- Contribute to business objectives focused on Operational Excellence.
- Ensure timely and accurate completion of business processes and procedures.
- Escalate non-standard or high-risk transactions/activities as needed.
- Engage in process improvement initiatives.
- Ensure due diligence to maintain the accuracy of all customer transactions/activities.
- Maintain knowledge of and comply with the Bank's Code of Conduct.
- Actively participate as a team member, fostering team effectiveness and contributing to a positive workplace atmosphere.
- Support the team by continuously enhancing knowledge in your area.
- Engage in personal performance management and development activities, including cross-training within your team.
- Keep colleagues informed and updated on all relevant information related to daily operations.
- Contribute to a fair, positive, and equitable environment that supports a diverse workforce.
- Serve as a brand ambassador for your business area/function and the bank, both internally and externally.
- Requires established customer service skills to handle a range of routine activities and multi-step customer transactions, generally with limited financial impact.
- Possesses a broad understanding of the basic product suite of the business supported.
- Evaluates and recommends customer solutions from established options.
- Understands how assigned duties relate to others in the customer or advisory team and how the team integrates with others.
- Identifies and assesses customer issues in straightforward situations using standard procedures, escalating non-standard issues internally; typically addressing routine requests requiring minimal discretion.
- Impacts team results through the quality of services or information provided to customers.
- Follows standardized advice and customer service procedures and practices, recommending opportunities for process improvements in their own work area.
- Utilizes communication skills to exchange/clarify product/process information with composure, ensuring underlying details are understood.
- Requires working knowledge and skills developed through formal training or work experience.
- Generally reports to a Manager of Customer Experience or Branch Manager.
- High School diploma and/or
- 1+ years of relevant experience.
- Post-Secondary or Undergraduate degree (in a related field) preferred.
About Us:
TD is a global leader in the financial services sector. It ranks as the fifth-largest bank in North America by number of branches. Every day, we provide legendary customer experiences to over 27 million households and businesses in Canada, the United States, and around the world. More than TD colleagues bring their skills, talent, and creativity to serve the Bank, the clients it supports, and the economies it serves.
We are guided by our vision to be a better bank and our purpose to enrich the lives of our customers, communities, and colleagues.
Language Requirements: N/A.
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