Ambassador Customer experience

Seeing beyond numbers
At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within Laurentian Bank.

The incumbent not only greets customers in-branch and virtually (phone/branch email), but also assists them with their day-to-day transactional questions. He/she also assists them with their additional support needs for electronic or digital alternatives, with the goal of improving the overall seamless omnichannel experience by directing them to the appropriate department. This new role allows for a better transition for our customers to healthy digital habits.

The Customer Experience Ambassador ensures that we connect with our walk-in customers, meet their expectations and exceed them by providing quality and efficient customer service. He/she plays a key role in bringing customers into the advisory loop and is required to make simple sales of transactional products. He/she ensures that customers are listened to, that their questions are answered or referred to the right place, regardless of their origin or assignment. He/she is also responsible for the day-to-day compliance responsibilities of the branch from a transactional perspective.

Responsibilities

• Greet each client warmly in person and respond to their needs
• Answer incoming calls in the branch and direct them to the right resources, if necessary
• Respond by e-mail to questions, requests for information and follow-ups from the branch's customers and the various departments and direct them to the right resources, if necessary
• Identify and anticipate the customer's needs in order to take good care of them
• Accompany the customer in the transition to electronic solutions (e.g. counter, LBCDirect, mobile application or website) or to the right advisory role
• Promote the advisory offer and inform customers about the Bank's policies and procedures as well as the various campaigns and promotions underway
• Position yourself as a point of contact, in collaboration with the branch teams
• Serve the customer or introduce the customer to the appropriate resource to ensure an effective customer experience and build trust
• Coordinate customer, consultant and manager requests - inter-branch
• Make simple sales of transactional products when opportunities are identified
• Ensure that customer needs are met to their satisfaction and according to established standards
• Perform administrative tasks and provide administrative support to the various departments
• Follow up on the Branch Responsibilities Manual, procedures and established standards for branch compliance and customer experience
• Any other related tasks to contribute to the improvement of the customer experience, to the support of our customers in the digital transition and to the success of the branch, such as participation in various local team performance initiatives

Qualifications

• Completed high school diploma
• Relational skills focused on customer service
• Propensity to provide prompt and efficient customer service
• Strong work organization and priority management skills
• Strong communication skills (in person, by phone and in writing)
• Thoroughness and attention to detail
• Professional working proficiency in French and English languages required as position involves frequent written and oral communication on complex matters with internal and external parties in both languages.

Inclusion and Accessibility
At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive. To this end, we encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders and the 2SLGBTQIA+ community.

We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know.

PIPEDA
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