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Client Experience Specialist

3 months ago

Selkirk, Manitoba, Canada TD Full time

Work Location: Canada

Schedule: 22.5 hours per week

Industry: Personal and Commercial Banking Services

Compensation Details:

We are committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open conversation with your recruiter regarding compensation, including the specific salary details for this position.

Job Overview:

Execute a wide array of customer service operations, offering information and/or guidance on services, products, and/or solutions to both existing and potential TD customers.

This position requires an understanding of customer requirements and the ability to identify opportunities to promote products, services, and/or refer customers to the appropriate team member or internal banking partner, all while ensuring a positive customer interaction.

KEY RESPONSIBILITIES

CUSTOMER

  1. Deliver an outstanding customer experience with every interaction and contribute to the continuous enhancement of the overall branch customer experience through service and guidance.
  2. Accurately and efficiently process a variety of financial transactions (e.g., deposits, withdrawals, bill payments, and/or other necessary transactions).
  3. Assist in addressing and resolving customer inquiries, escalating issues when necessary.
  4. Identify customer needs and provide solutions to their concerns, as well as open a limited range of products and/or services for customers.

SHAREHOLDER

  1. Support the achievement of business goals by contributing to advice objectives.
  2. Promote products, advice, services, and banking capabilities.
  3. Understand and adhere to operational policies and procedures.
  4. Contribute to business objectives focused on Operational Excellence.
  5. Assist in the timely and accurate 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 support the accuracy of all customer transactions/activities.
  9. Be knowledgeable of and comply with the Bank's Code of Conduct.

EMPLOYEE / TEAM

  1. Actively participate as a team member, fostering team effectiveness and contributing to a positive work 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 or useful information related to daily operations.
  5. Contribute to 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.

BREADTH & DEPTH

  1. Requires established customer service skills to perform a range of routine activities and multi-step customer transactions, generally with limited financial impact.
  2. Requires a broad understanding of the basic product suite supported by the business.
  3. Evaluates and recommends customer solutions from established options.
  4. Understands how assigned duties relate to others in the customer or advice 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 results through the quality of services or information provided to customers.
  7. Follows standardized advice and customer service procedures and practices and recommends 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.

EXPERIENCE & EDUCATION

  1. High School diploma and/or
  2. 1+ years of relevant experience.
  3. Post-Secondary or Undergraduate degree (in a related field) preferred.