Assoc., Expérience client
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Key skills for this role
About the Role
TD Bank is seeking a Customer Experience Associate to provide exceptional service and complete financial transactions at a branch in Burnaby, BC. The role requires high school diploma and 1+ years of relevant experience.
Key Skills for This Role
Responsibilities
- Create an exceptional customer experience with every customer interaction.
- Complete a broad range of financial transactions (e.g., deposits, withdrawals, bill payments) in an accurate and efficient manner.
- 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.
- Promote products, advice, services and banking capabilities.
- Understand and apply operating policies and procedures.
- Contribute to business objectives for Operational Excellence.
- Support the timely and accurate completion of business processes and procedures.
- Escalate non standard or high risk transactions / activities as necessary.
- Support and participate in process improvement opportunities.
- Ensure necessary due diligence to support the accuracy of all customer transactions / activities.
Requirements
- High School diploma
- 1+ years of relevant experience
- Post Secondary or Undergraduate degree (in related field) preferred
Full Job Posting
Job Description
- 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.
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.
- 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.
- 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.
Key Accountabilities Shareholder
- Support the achievement of business objectives by supporting advice goals.
- Promote products, advice, services and banking capabilities.
- Understand and apply operating policies and procedures.
- Contribute to business objectives for Operational Excellence.
- Support the timely and accurate completion of business processes and procedures.
- Escalate non standard or high risk transactions / activities as necessary.
- Support and participate in process improvement opportunities.
- Ensure necessary due diligence to support the accuracy of all customer transactions / activities.
- Be knowledgeable of and comply with Bank Code of Conduct.
Key Accountabilities Employee / Team
- 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.
- 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.
- 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.
Experience & Education
- High School diploma and/or
- 1+ years of relevant experience
- Post Secondary or Undergraduate degree (in related field) preferred
Breadth & Depth
- 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 straight forward 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.
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