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Customer Experience Representative
3 months ago
Transforming Banking ExperiencesAt Banque Laurentienne, we are dedicated to enhancing the banking experience for our clients. Established in Montreal in 1846, we empower families, businesses, and communities to flourish. With a team of over 2,800 professionals working collaboratively, we prioritize customer satisfaction by making informed choices, acting with integrity, and fostering an inclusive environment.
This position is integral to Banque Laurentienne.
The role involves welcoming clients both in-person and through virtual channels, assisting them with their everyday transactional inquiries. The incumbent will also guide clients towards electronic or digital solutions, aiming to enrich the overall seamless experience by connecting them with the right departments. This position is designed to facilitate a smooth transition for our clients towards effective digital practices.
The Customer Experience Representative plays a crucial role in engaging with our walk-in clients, ensuring their expectations are not only met but exceeded through high-quality and efficient service. This individual is pivotal in integrating clients into the advisory framework and is responsible for facilitating basic sales of transactional products. They ensure that clients feel heard, their inquiries are addressed, or referred to the appropriate channels, irrespective of their origin or assignment. Additionally, they will oversee the daily compliance responsibilities of the branch from a transactional standpoint.
Key Responsibilities
Warmly welcome each client in person and address their needsHandle incoming calls at the branch and direct them to appropriate resources when necessaryRespond to inquiries via email, providing information and follow-ups for branch clients and various departments, directing them to the right resources as neededIdentify and anticipate client needs to ensure exceptional serviceGuide clients in transitioning to electronic solutions (e.g., counter services, online banking, mobile applications, or website) or to the appropriate advisory rolePromote advisory services and inform clients about the Bank's policies, procedures, and ongoing campaignsAct as a liaison in collaboration with branch teamsAssist clients or connect them with the right resource to ensure a positive experience and build trustCoordinate requests from clients, consultants, and managers across branchesFacilitate basic 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 standards for compliance and customer experienceEngage in additional tasks that contribute to enhancing the customer experience, supporting clients in their digital transition, and ensuring branch success, including participation in local team performance initiatives
Qualifications
- Completed high school diploma
- Strong interpersonal skills with a focus on customer service
- Ability to deliver prompt and effective customer 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
Our total compensation package reflects our commitment to the well-being and success of our employees.
Key highlights include:
Annual base salary that considers internal equity, skills, and experience.Comprehensive compensation: Includes annual reviews and performance-based bonuses.Work model: Emphasis on a hybrid work model based on business needs.Stock purchase plan: Become a shareholder with employer matching to enhance your investment.Time off: In addition to paid vacation, we offer floating days and leave options to meet diverse employee needs, including a paid day off for your birthday.Health and wellness: Access to healthcare professionals, Employee and Family Assistance Program (EFAP), and Stress Management and Well-Being Program.Group insurance and pension: Competitive insurance programs tailored to family needs and a defined contribution pension plan for future security.Financial benefits: Enjoy exclusive employee-only offers on a variety of products and services.We are dedicated to creating a fulfilling professional environment where your skills are valued, and your well-being is prioritized.
Inclusion and Accessibility
At Banque Laurentienne, we believe in belonging for everyone. We are committed to fostering an inclusive workplace that reflects the diversity of our clients and communities, ensuring that everyone can thrive. We encourage applications from individuals from equity-deserving groups.
We strive to provide a flexible and accessible work experience for all. If you require accommodations at any point, please inform us.
PIPEDA
We may collect, use, or disclose your personal information for the purpose of establishing an employment relationship.
