Customer Experience Specialist

3 days ago

MontRoyal, Quebec, Canada The Toronto-Dominion Bank (Canada) Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Representative. This role is responsible for delivering exceptional customer experiences, providing advice and guidance on banking products and services, and contributing to the overall success of our branch.

Key Responsibilities
  • Create an exceptional customer experience with every customer interaction.
  • Act as the premier lobby leadership branch representative, greeting and engaging customers in a range of advice, service, educational, digital, and informational conversations.
  • Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions.
  • Train and educate customers on mobile, ATM, and online banking, as well as building customer-centric confidence with digital and emerging banking trends.
  • Educate and promote TD Bank products and services which align to customer needs, with specific focus on Everyday Banking products (e.g., chequing, savings, credit cards, etc.) as well as personal unsecured lending.
  • Point of contact for all customer problems, ensuring concerns are handled appropriately and within a timely fashion, escalating where necessary.
  • Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines.
  • Support the frontline with transactions, both cash and non-cash, as scheduled.
Business Objectives
  • Contribute to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth.
  • Promote full suite of products, advice, services and banking capabilities.
  • 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.
  • Ensure documentation that is prepared / completed is accurate and properly reflects customer / business intentions and is consistent with relevant rules / regulations.
  • 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, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
  • Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit.
  • Participate in personal performance management and development activities, including cross training within own team.
  • Keep others informed and up-to-date about the status / progress of projects and / or 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 ambassador for your business area/function and the bank, both internally and/or externally.
Requirements
  • Requires developed knowledge and skills to offer service and advice for a range of product and services.
  • Requires a broad knowledge and understanding of the full product suite, services and processes of business area, and could be characterized by low to moderate complexity / risk.
  • Provides recommendations and guidance to customers and / or internal partners.
  • Provides solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes.
  • Evaluates issues, errors and problems based on practices and existing precedents or procedures.
  • Understands how the customer or advice team integrates with others to accomplish team objectives.
  • Impacts the quality, timeliness and effectiveness of the advice team or services provided to customers.
  • Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the sales.
  • Requires full proficiency gained through job related training to perform a range of activities.
  • Generally reports to an Assistant Branch Manager 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
About TD Bank

TD Bank 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.

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.

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.

Training and 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.

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