Customer Experience Associate

4 weeks ago

Richmond, British Columbia, Canada TD Full time
Job Description

Key Accountabilities

  • Customer
    • Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience through service and advice
    • Complete a broad range of financial transactions (e.g., deposits, withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
    • Assist with responding and resolving customer concerns, escalating when necessary
    • Identify customer needs and determine solutions to customer problems, and open a limited range of products and/or services for customers
  • Shareholder
    • Support the achievement of business objectives by supporting advice goals
    • Promote 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
    • 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
  • Employee / Team
    • Participate fully as a member of the team, promote team effectiveness and contribute to a positive work environment
    • Support the team by continuously developing knowledge in own area
    • Participate in personal performance management and development activities, including cross training within own team
    • Keep others informed and up-to-date about 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 champion for your business area/function and the bank, both internally and/or externally
  • Breadth & Depth
    • Requires established customer service skills to perform a range of routine activities and multi-step customer transactions, generally with limited financial impact
    • Requires a broad knowledge regarding basic product suite of business supported
    • Evaluates and recommends customer solutions from established options
    • Understands how the assigned duties relate to others in the customer or advice team and how the team integrates with others
    • Identifies and assesses customer problems in straight forward situations using standard procedures, and escalates non-standard issues internally; typically addressing routine requests requiring minimal discretion
    • Impacts team results through the quality of the services or information provided to customers
    • Follows standardized advice and customer service procedures and practices and recommends opportunities to improve processes in their own work area
    • Uses communication skills to exchange/clarify product/process information with composure and ensures underlying details are understood
    • Requires working knowledge and skills developed through formal training or work experience
    • Generally reports to a Manager Customer Experience or Branch Manager

Experience & Education

  • High School diploma and/or
  • 1+ years of relevant experience
  • Post-Secondary or Undergraduate degree (in related field) preferred

About Us

The TD is a global leader in the financial services industry. We represent the fifth bank in North America by the number of branches. Every day, we offer a legendary customer experience to over 27 million households and businesses in Canada, the United States, and around the world. More TD colleagues combine their skills, talent, and creativity to serve the Bank, its customers, and the economies it supports. We are guided by our vision of being a better bank and our goal of enriching the lives of our customers, communities, and colleagues.

The TD is a deeply committed leader in customer experience. That's why we believe that every colleague, regardless of their role, is in contact with customers. In parallel with the evolution of our activities and our strategy, we innovate to improve the customer experience and create capabilities to shape the future of banking services. Whether you have several years of experience in the banking industry or are just starting your career in the financial services sector, we can help you realize your full potential. You can count on our training and mentorship programs and on conversations about development and leadership to help you realize your full potential and achieve your goals. Our growth as an organization is aligned with yours.

Our Global Compensation Program

Our global compensation program reflects the investments we make to help our colleagues and their families achieve their mental, physical, and financial well-being. The TD's global compensation includes base salary, variable compensation, and other key benefits, such as health and wellness benefits, savings and retirement plans, paid time off, banking benefits, and discounts, career development opportunities, and recognition and reward programs. Learn more

Additional Information

We are thrilled that you are considering a career at TD. Know that we are committed to helping our colleagues succeed in both their personal and professional lives. That's why we offer regular conversations about development, training programs, and a competitive benefits package.

Colleague Development

A particular career path interests you or you are looking to acquire certain skills? We want to help you succeed. You will have regular conversations about career development, performance, and results with your manager. A variety of mentorship programs and an online learning platform will also be available to help you open new doors. Whether you are passionate about helping customers and want to expand your experience or prefer to coach and inspire your colleagues, know that TD offers a wide range of career paths and is committed to helping you achieve your goals.

Training and Integration

We want to ensure that you have the tools and resources you need to succeed in your new role. To that end, we will organize integration and training sessions.

Interview Process

We will contact selected candidates to schedule an interview. We will do our best to communicate with all candidates by email or phone to inform them of our decision.

Accessibility Measures

Accessibility is important to us. Please do not hesitate to let us know of any accessibility measures (accessible meeting rooms, subtitles for virtual interviews, etc.) that you may need to participate in the interview process without any obstacles.

We look forward to hearing from you

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