Customer Experience Associate

4 weeks ago

Revelstoke, Canada TD Bank 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.
  • Customer: 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.
  • Customer: Assist with responding and resolving customer concerns, escalating when necessary.
  • Customer: 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.
  • Shareholder: Promote products, advice, services, and banking capabilities.
  • Shareholder: Understand and apply operating policies and procedures.
  • Shareholder: Contribute to business objectives for Operational Excellence.
  • Shareholder: Support the timely and accurate completion of business processes and procedures.
  • Shareholder: Escalate non-standard or high-risk transactions / activities as necessary.
  • Shareholder: Support and participate in process improvement opportunities.
  • Shareholder: Ensure necessary due diligence to support the accuracy of all customer transactions / activities.
  • Shareholder: 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.
  • Employee/Team: Support the team by continuously developing knowledge in own area.
  • Employee/Team: Participate in personal performance management and development activities, including cross-training within own team.
  • Employee/Team: Keep others informed and up-to-date about all relevant or useful information related to day-to-day activities.
  • Employee/Team: Contribute to a fair, positive, and equitable environment that supports a diverse workforce.
  • Employee/Team: 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.
  • Breadth & Depth: Requires a broad knowledge regarding basic product suite of business supported.
  • Breadth & Depth: Evaluates and recommends customer solutions from established options.
  • Breadth & Depth: Understands how the assigned duties relate to others in the customer or advice team and how the team integrates with others.
  • Breadth & Depth: Identifies and assesses customer problems in straightforward situations using standard procedures, and escalates non-standard issues internally; typically addressing routine requests requiring minimal discretion.
  • Breadth & Depth: Impacts team results through the quality of the services or information provided to customers.
  • Breadth & Depth: Follows standardized advice and customer service procedures and practices and recommends opportunities to improve processes in their own work area.
  • Breadth & Depth: Uses communication skills to exchange/clarify product/process information with composure and ensures underlying details are understood.
  • Breadth & Depth: Requires working knowledge and skills developed through formal training or work experience.
  • Breadth & Depth: Generally reports to a Manager Customer Experience or Branch Manager.
  • Experience & Education: High School diploma and/or
  • Experience & Education: 1+ years of relevant experience
  • Experience & Education: Post-Secondary or Undergraduate degree (in related field) preferred

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