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Client Experience Specialist

3 months ago

Repentigny, Quebec, Canada The Toronto-Dominion Bank (Canada) Full time

Position Overview

PRIMARY RESPONSIBILITIES

CLIENT INTERACTION

Deliver outstanding client experiences with each interaction and actively contribute to enhancing the overall branch client satisfaction through effective service and guidance. Accurately and efficiently process a variety of financial transactions, including deposits, withdrawals, bill payments, and other necessary operations. Address and resolve client inquiries and concerns, escalating issues when required. Assess client needs and provide appropriate solutions, including the introduction of a limited range of products and services.

BUSINESS OBJECTIVES

Assist in achieving business goals by supporting advisory targets. Advocate for products, services, and banking capabilities. Understand and adhere to operational policies and procedures. Contribute to the objectives of Operational Excellence. Ensure timely and precise execution of business processes and procedures. Escalate any non-standard or high-risk transactions as necessary. Engage in process improvement initiatives. Ensure due diligence to maintain the accuracy of all client transactions and activities. Be knowledgeable of and comply with the Bank's Code of Conduct.

TEAM CONTRIBUTION

Actively participate as a team member, fostering team effectiveness and promoting a positive work atmosphere. Support team development by continually enhancing knowledge in your area. Engage in personal performance management and development activities, including cross-training within the team. Keep colleagues informed and updated on relevant information related to daily operations. Contribute to a fair and equitable environment that supports a diverse workforce. Serve as a brand ambassador for your business area and the bank, both internally and externally.

ROLE REQUIREMENTS

Established customer service skills to manage a variety of routine activities and multi-step client transactions, typically with limited financial implications. Broad knowledge of the basic product suite relevant to the business supported. Evaluate and recommend client solutions from established options. Understand how assigned duties relate to others in the client or advisory team and how the team collaborates with others. Identify and assess client issues in straightforward situations using standard procedures, escalating non-standard matters internally; typically addressing routine requests requiring minimal discretion. Influence team outcomes through the quality of services or information provided to clients. Adhere to standardized advisory and customer service procedures and practices, recommending opportunities for process improvements in your work area. Utilize communication skills to clarify product/process information with composure, ensuring all details are understood. Requires working knowledge and skills developed through formal training or relevant experience. Generally reports to a Manager of Customer Experience or Branch Manager.

QUALIFICATIONS

High School diploma or equivalent. Minimum of 1 year of relevant experience. Post-secondary or undergraduate degree in a related field is preferred.

About Us:

The Toronto-Dominion Bank is one of the leading financial institutions globally and ranks as the fifth largest bank in North America by branches. We serve over 27 million households and businesses across Canada, the United States, and beyond. Our dedicated team of over 95,000 colleagues brings their skills, talent, and creativity to the bank and the communities we support. Our vision is to be the better bank, enriching the lives of our customers, communities, and colleagues.

We are committed to being a leader in customer experience, believing that every colleague plays a customer-facing role. As we grow our business and execute our strategy, we are innovating to enhance customer experiences and build capabilities for the future of banking. Whether you are an experienced banking professional or just starting your career in financial services, we are here to help you realize your potential through mentorship, training programs, and regular development conversations.

Our Total Rewards Package
Our Total Rewards package reflects our investment in our colleagues, helping them and their families achieve their financial, physical, and mental well-being goals. This includes a competitive salary, variable compensation, health and well-being benefits, savings and retirement programs, paid time off, banking benefits, and career development opportunities.

Additional Information:
We appreciate your interest in building a career with us. We are committed to providing the support our colleagues need to thrive both at work and at home through development conversations, training programs, and a competitive benefits plan.

Development Opportunities
If you are interested in specific career paths or skill development, we are here to help you succeed. You will have regular conversations with your manager regarding your career and development, along with access to an online learning platform and various mentoring programs to unlock future opportunities.

Training & Onboarding
We will provide comprehensive training and onboarding sessions to ensure you have everything needed to excel in your new role.

Interview Process
Candidates of interest will be contacted to schedule interviews, and we strive to communicate outcomes to all applicants.

Accessibility
Your accessibility is important to us. Please inform us if you require accommodations to facilitate your participation throughout the interview process.

Language Requirement:

We encourage bilingual and French-speaking candidates to apply, as language needs assessments will be conducted for specific positions as they become available.