Customer Experience Associate

1 month ago

Abbotsford, British Columbia, Canada The Toronto-Dominion Bank (Canada) Full time

About the Role:

We are seeking a highly skilled and customer-focused Customer Experience Associate to join our team. As a key member of our branch team, you will be responsible for delivering exceptional customer experiences and contributing to the ongoing improvement of our branch customer experience.

Key Accountabilities:

  • Provide exceptional customer service and support to our customers, ensuring their needs are met and exceeded.
  • Complete a range of financial transactions accurately and efficiently, including deposits, withdrawals, and bill payments.
  • 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.
  • Support the achievement of business objectives by supporting advice goals and promoting products, advice, services, and banking capabilities.
  • Understand and apply operating policies and procedures, and contribute to business objectives for Operational Excellence.
  • Escalate non-standard or high-risk transactions/activities as necessary, and support the timely and accurate completion of business processes and procedures.
  • Ensure necessary due diligence to support the accuracy of all customer transactions/activities, and be knowledgeable of and comply with Bank Code of Conduct.
  • 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, and 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, and 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.

Requirements:

  • 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 straightforward 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.

Education and Experience:

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

About TD:

The Toronto-Dominion Bank (Canada) is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States, and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities, and colleagues.

Total Rewards Package:

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Colleague Development:

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

Training & Onboarding:

We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process:

We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation:

Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

Language Requirement:

N/A.

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