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Customer Engagement Specialist

3 months ago

Brockville, Ontario, Canada CareerBeacon Full time

Work Location:
Canada

Hours:
37.5

Line Of Business:
Personal & Commercial Banking

Compensation:
We are dedicated to ensuring fair and equitable pay for all our employees. We encourage candidates to engage in open discussions with our HR Team regarding compensation inquiries.

Position OverviewPRIMARY RESPONSIBILITIESCUSTOMER EXPERIENCE
  • Deliver an outstanding customer experience during every interaction and contribute to enhancing the overall branch service quality.
  • Serve as the primary representative in the lobby, welcoming and engaging customers in various advisory, service, educational, digital, and informational discussions.
  • Utilize your skills to identify and address customer needs through thoughtful questioning.
  • Provide training and guidance to customers on mobile, ATM, and online banking, fostering confidence in digital banking trends.
  • Promote TD Bank's products and services that align with customer requirements, focusing on Everyday Banking options (e.g., chequing, savings, credit cards) and personal unsecured lending.
  • Act as the main point of contact for customer inquiries, ensuring issues are resolved promptly and effectively, escalating when necessary.
  • Assist in maintaining a professional and welcoming environment in all common areas of the branch, adhering to marketing and regulatory standards.
  • Support frontline operations with both cash and non-cash transactions as scheduled.
BUSINESS CONTRIBUTION
  • Help achieve business goals by identifying advisory opportunities and referrals, fostering growth.
  • Advocate for the complete range of products, services, and banking capabilities.
  • Understand and apply operational policies and procedures effectively.
  • Contribute to objectives focused on Operational Excellence.
  • Ensure timely and accurate completion of business processes.
  • Escalate any non-standard or high-risk transactions as needed.
  • Ensure all documentation is accurate and reflects customer intentions in line with relevant regulations.
  • Engage in process improvement initiatives.
  • Conduct due diligence to ensure the accuracy of all customer transactions.
  • Comply with the Bank's Code of Conduct.
TEAM COLLABORATION
  • Actively participate as a team member, fostering a positive work environment that emphasizes service, quality, innovation, and teamwork.
  • Enhance knowledge and expertise in your area and engage in knowledge sharing within the team.
  • Participate in personal performance management and development activities, including cross-training opportunities.
  • Keep team members informed about project statuses and relevant information regarding daily operations.
  • Contribute to a fair and equitable workplace that supports diversity.
  • Serve as a brand ambassador for your business area and the bank, both internally and externally.
SKILL REQUIREMENTS
  • Possess developed knowledge and skills to provide service and advice across a variety of products and services.
  • Have a broad understanding of the full suite of products, services, and processes relevant to the business area.
  • Offer recommendations and guidance to customers and internal partners.
  • Resolve atypical customer issues that may not be covered by standard procedures.
  • Evaluate issues and problems based on established practices and precedents.
  • Understand how your team integrates with others to achieve objectives.
  • Impact the quality and effectiveness of services provided to customers.
  • Suggest improvements to enhance work practices and customer service processes.
  • Communicate complex information clearly within the team and build relationships with customers and related teams.
  • Achieve full proficiency through job-related training to perform a range of activities.
  • Typically report to an Assistant Branch Manager or Branch Manager.
Qualifications
  • High School diploma or equivalent.
  • 1+ years of relevant experience.
  • Post-Secondary or Undergraduate degree in a related field is preferred.
About Us

TD is a leading global financial institution and the fifth largest bank in North America by branches. We deliver exceptional customer experiences to millions of households and businesses across Canada, the United States, and beyond. Our diverse team of over 95,000 colleagues is committed to enriching the lives of our customers, communities, and each other.

Our Total Rewards Package

Our Total Rewards package reflects our commitment to supporting our colleagues' financial, physical, and mental well-being. It includes a competitive salary, variable compensation, health and wellness benefits, retirement programs, paid time off, banking benefits, and opportunities for career development.

Colleague Development

We are dedicated to helping you succeed in your career path through regular development conversations, training programs, and access to an online learning platform.

Training & Onboarding

We provide comprehensive training and onboarding sessions to ensure you have the tools needed for success in your new role.

Interview Process

We will reach out to candidates of interest to schedule interviews and communicate outcomes to all applicants.

Accessibility

Your accessibility is important to us. Please inform us if you require accommodations during the interview process.

We look forward to connecting with you.