Customer Experience Specialist

4 weeks ago

Montreal, Quebec, Canada Laurentian Bank Full time

At Laurentian Bank, we believe in transforming banking for the better. Founded in Montreal in 1846, Laurentian Bank empowers families, businesses, and communities to thrive. Today, our team of over 2,800 employees works together as One Team to deliver a comprehensive range of financial services and advice-based solutions to customers across Canada and the United States. We achieve success by prioritizing customer satisfaction, making responsible choices, acting courageously, and fostering an inclusive environment where everyone feels valued.

This role is integral to our commitment to exceptional customer service.

As a Customer Experience Specialist, you will be the first point of contact for walk-in customers, ensuring their expectations are met and exceeded through quality and efficient service. You'll play a vital role in guiding customers towards advisory solutions and facilitating simple sales of transactional products. Your responsibilities extend to actively listening to customer needs, providing clear answers or directing them to the appropriate resources, regardless of their origin or request.

Your key responsibilities will include:

  • Warmly greeting each customer in person and promptly addressing their inquiries.
  • Answering incoming calls within the branch and efficiently connecting callers with the right resources when necessary.
  • Proactively identifying and anticipating customer needs to ensure a positive experience.
  • Guiding customers towards electronic solutions (e.g., online banking, mobile app) and promoting our advisory services.
  • Providing clear and concise information about products and services, facilitating simple sales transactions when appropriate.
  • Actively listening to customer concerns, resolving issues effectively, and ensuring their satisfaction.

We are seeking a dedicated individual with a passion for delivering exceptional customer service. If you thrive in a fast-paced environment and possess strong communication and problem-solving skills, we encourage you to apply.

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