Client Experience Specialist

3 weeks ago

Oakville, Ontario, Canada The Toronto-Dominion Bank (Canada) Full time
Customer Experience Associate - Future Opportunities

Work Location: Canada

Hours: 15

Line of Business: Personal & Commercial Banking

Compensation Details: We are dedicated to ensuring fair and equitable remuneration for all our team members. As a prospective candidate, we encourage open discussions with our HR Team regarding compensation inquiries, including specifics for this position.

Position Overview:

PRIMARY RESPONSIBILITIES

CUSTOMER INTERACTION

  1. Deliver an outstanding customer experience with each interaction and contribute to the continuous enhancement of the overall branch customer service through effective service and guidance.
  2. Execute a wide array of financial transactions (e.g., deposits, withdrawals, bill payments, and/or other necessary transactions) accurately and efficiently.
  3. Assist in addressing and resolving customer inquiries, escalating issues when necessary.
  4. Recognize customer needs and provide solutions to their concerns, while also introducing a limited range of products and/or services.

BUSINESS SUPPORT

  1. Facilitate the achievement of business goals by supporting advisory objectives.
  2. Advocate for products, services, and banking capabilities.
  3. Understand and implement operational policies and procedures.
  4. Contribute to business objectives focused on Operational Excellence.
  5. Ensure timely and precise completion of business processes and procedures.
  6. Escalate non-standard or high-risk transactions/activities as needed.
  7. Engage in process improvement initiatives.
  8. Ensure due diligence to maintain the accuracy of all customer transactions/activities.
  9. Maintain knowledge of and adhere to the Bank's Code of Conduct.

TEAM CONTRIBUTION

  1. Actively participate as a team member, fostering team effectiveness and contributing to a positive workplace atmosphere.
  2. Support the team by continuously enhancing knowledge in your area.
  3. Engage in personal performance management and development activities, including cross-training within your team.
  4. Keep colleagues informed and updated about all relevant information related to daily operations.
  5. Promote 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 SET

  1. Requires established customer service skills to perform a variety of routine activities and multi-step customer transactions, generally with limited financial impact.
  2. Requires a broad understanding of the basic product suite of the business supported.
  3. Evaluates and recommends customer solutions from established options.
  4. Understands how assigned duties relate to others in the customer or advisory team and how the team integrates with others.
  5. Identifies and assesses customer issues in straightforward situations using standard procedures, escalating non-standard issues internally; typically addressing routine requests requiring minimal discretion.
  6. Impacts team outcomes through the quality of services or information provided to customers.
  7. Follows standardized advice and customer service procedures and practices and suggests opportunities for process improvements 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 of 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 a related field) preferred.

About Us:

TD is among the world's leading global financial institutions and ranks as the fifth largest bank in North America by branches/stores. Every day, we provide exceptional customer experiences to over 27 million households and businesses across Canada, the United States, and globally. More than 95,000 TD colleagues contribute their skills, talent, and creativity to the Bank, our clients, 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.

Our Total Rewards Package:
Our Total Rewards package reflects our commitment to investing 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 key plans such as health and wellness benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and recognition programs.

Additional Information:
We are pleased that you are considering a career with TD. Through regular development discussions, training programs, and a competitive benefits plan, we are committed to providing the support our colleagues need to thrive both professionally and personally.

Language Requirement: N/A.

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