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Customer Experience Representative
2 months ago
Transforming Banking ExperiencesAt Banque Laurentienne, we are dedicated to revolutionizing the banking landscape for the better. Established in Montreal in 1846, we empower families, businesses, and communities to flourish. With a team of over 2,800 professionals united as One Team, we offer a diverse array of financial services and advisory solutions for clients across Canada and the United States. Our success is driven by prioritizing our clients, making informed choices, acting with courage, and fostering an inclusive environment.
This position is integral to Banque Laurentienne.
The role involves welcoming clients both in-person and virtually, addressing their everyday transactional inquiries. Additionally, the incumbent will assist clients with their digital or electronic service needs, aiming to enhance the overall seamless omnichannel experience by guiding them to the appropriate resources. This position facilitates a smoother transition for our clients towards healthier digital practices.
The Customer Experience Representative plays a vital role in connecting with our walk-in clients, ensuring their expectations are not only met but exceeded through high-quality and efficient service. This individual is crucial in integrating clients into the advisory process and is expected to facilitate straightforward sales of transactional products. The representative ensures that clients feel heard, that their inquiries are addressed or referred to the correct channels, irrespective of their origin or assignment. Furthermore, the representative is responsible for the daily compliance obligations of the branch from a transactional standpoint.
Key Responsibilities
Warmly greet each client in person and respond to their needsHandle incoming calls in the branch and direct them to the appropriate resources, if necessaryRespond via email to inquiries, requests for information, and follow-ups from clients and various departments, directing them to the right resources as neededIdentify and anticipate client needs to provide exceptional careGuide clients in transitioning to electronic solutions (e.g., counter services, online banking, mobile applications, or website) or to the appropriate advisory rolesPromote advisory services and inform clients about the Bank's policies, procedures, and ongoing campaignsAct as a liaison, collaborating with branch teamsServe clients or connect them with the right resources to ensure an effective experience and build trustCoordinate requests from clients, consultants, and managers across branchesFacilitate straightforward sales of transactional products when opportunities ariseEnsure client needs are met to their satisfaction and in accordance with established standardsPerform administrative tasks and provide support to various departmentsAdhere to the Branch Responsibilities Manual, procedures, and established standards for compliance and customer experienceEngage in additional tasks to enhance the customer experience, support clients in their digital transition, and contribute to the branch's success, including participation in local team performance initiatives
Qualifications
- High school diploma or equivalent
- Strong interpersonal skills focused on customer service
- Ability to deliver prompt and efficient service
- Excellent organizational skills and ability to prioritize tasks
- Strong communication skills (in-person, by phone, and in writing)
- Attention to detail and thoroughness
- Professional proficiency in both French and English is required, as the role involves frequent communication on complex matters with internal and external parties in both languages.
What Banque Laurentienne Offers You
Our total compensation package reflects our commitment to the well-being and success of our employees.
Key highlights of our offering include:
Annual base salary will consider internal equity, skills, and experience among other factors.Total compensation: A comprehensive package that includes annual reviews and performance-based bonuses.Work model: We support a hybrid work model based on business needs.Stock purchase plan: Become a shareholder of Banque Laurentienne with employer matching to enhance your investment.Time off: In addition to paid vacation, we offer floating days and leave options to meet the diverse needs of our employees. Enjoy a paid day off to celebrate your birthday.Health and wellness: Access to healthcare professionals, our Employee and Family Assistance Program (EFAP), and a Stress Management and Well-Being Program.Group insurance and pension: A competitive insurance program tailored to your family's needs and a defined contribution pension plan to prepare for your future.Financial benefits: As an employee, enjoy exclusive offers on a variety of products and services, including insurance, hotels, train tickets, and more.We are dedicated to fostering a fulfilling professional environment where your skills are valued, and your well-being is prioritized.
Inclusion and Accessibility
At Banque Laurentienne, we believe in the importance of belonging. We are committed to creating an inclusive workplace that reflects the diversity of our clients and communities, ensuring everyone feels valued and can thrive. We encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized individuals, persons with disabilities, marginalized genders, and the 2SLGBTQIA+ community.
We strive to provide a flexible and accessible work experience for all. If you require accommodations at any time, please inform us.
PIPEDA
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