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Client Experience Specialist

3 months ago

Saguenay, Quebec, Canada TD Full time

Work Location:
Chicoutimi, Quebec, Canada

Hours: 18.75

Line Of Business: Personal & Commercial Banking

Compensation Details: We are dedicated to ensuring fair and equitable remuneration for all our employees. As a candidate, we encourage you to engage in open discussions with a member of our HR Team regarding compensation-related inquiries, including salary details for this position.

Role Overview: Execute a wide array of customer service tasks, providing information and/or guidance on services, products, and/or solutions to current or potential TD clients. This position requires an understanding of customer requirements and the ability to identify opportunities to promote products, services, and/or refer them to the appropriate team member or internal bank partner, all while ensuring a positive customer interaction.

Key Responsibilities

CUSTOMER FOCUS:

  1. Deliver an outstanding customer experience with every interaction and contribute to the continuous enhancement of the overall branch customer experience through service and guidance.
  2. Accurately and efficiently complete a wide range of financial transactions (e.g., deposits, withdrawals, bill payments, and/or other transactions as needed).
  3. Assist in addressing and resolving customer issues, escalating when necessary.
  4. Identify customer needs and propose solutions to customer challenges, as well as open a limited range of products and/or services for clients.

SHAREHOLDER RESPONSIBILITIES:

  1. Support the achievement of business goals by aiding in advice objectives.
  2. Promote products, advice, services, and banking capabilities.
  3. Understand and apply operational policies and procedures.
  4. Contribute to business objectives for Operational Excellence.
  5. Ensure timely and accurate completion of business processes and procedures.
  6. Escalate non-standard or high-risk transactions/activities as necessary.
  7. Engage in process improvement initiatives.
  8. Ensure necessary due diligence to support the accuracy of all customer transactions/activities.
  9. Be knowledgeable of and comply with the Bank Code of Conduct.

TEAM CONTRIBUTION:

  1. Actively participate as a team member, fostering team effectiveness and contributing to a positive work atmosphere.
  2. Support the team by continuously enhancing knowledge in one's area.
  3. Engage in personal performance management and development activities, including cross-training within the team.
  4. Keep colleagues informed and updated about all relevant or useful information related to daily activities.
  5. Contribute to a fair, positive, and equitable environment that supports a diverse workforce.
  6. Serve as a brand ambassador for your business area/function and the bank, both internally and externally.

SKILL REQUIREMENTS:

  1. Requires established customer service skills to perform a range of routine activities and multi-step customer transactions, generally with limited financial impact.
  2. Requires a broad knowledge regarding the basic product suite of the business supported.
  3. Evaluates and recommends customer solutions from established options.
  4. Understands how the assigned duties relate to others in the customer or advice team and how the team integrates with others.
  5. Identifies and assesses customer problems in straightforward situations using standard procedures, and escalates non-standard issues internally; typically addressing routine requests requiring minimal discretion.
  6. Impacts team results through the quality of the services or information provided to customers.
  7. Follows standardized advice and customer service procedures and practices and recommends opportunities to improve processes in their own work area.
  8. Utilizes communication skills to exchange/clarify product/process information with composure and ensures underlying details are understood.
  9. Requires working knowledge and skills developed through formal training or work experience.
  10. Generally reports to a Manager Customer Experience or Branch Manager.

Qualifications:

  1. High School diploma and/or
  2. 1+ years of relevant experience.
  3. Post-Secondary or Undergraduate degree (in related field) preferred.
About TD

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, which 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. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing – and so will you.

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.

Additional Information

We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding

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

Interview Process

We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you.

Language Requirement

Note: As this posting is for future openings and will be used to fill multiple future positions with like job requirements, we invite both bilingual and French-only speaking candidates to apply. As individual positions are identified to be filled, a language needs assessment will be conducted at that time to determine whether that position will require knowledge of a language other than French.