Customer Experience Associate
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Key skills for this role
About the Role
TD Bank is seeking a part-time Customer Experience Associate to create exceptional customer experiences and perform financial transactions at a Vancouver branch. The role requires high school diploma and 1+ years of relevant experience, with a focus on service and advice.
Key Skills for This Role
Responsibilities
- Create an exceptional customer experience with every interaction
- Complete a broad range of financial transactions (e.g., deposits, withdrawals, bill payments) accurately and efficiently
- Assist with responding and resolving customer concerns, escalating when necessary
- Identify customer needs and determine solutions, open a limited range of products and/or services
Requirements
- High School diploma
- 1+ years of relevant experience
- Post Secondary or Undergraduate degree (in related field) preferred
Full Job Posting
Job Description
- Work Location: Vancouver, British Columbia, Canada
- Hours: 15
- Line of Business: Personal & Commercial Banking
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
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 straightforward situations using standard procedures, and escalates non standard issues internally
- 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
- Requires working knowledge and skills developed through formal training or work experience
- Generally reports to a Manager Customer Experience or Branch Manager
Experience & Education
- High School diploma and/or
- 1+ years of relevant experience
- Post Secondary or Undergraduate degree (in related field) preferred
Who We Are
- TD 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.
Our 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.
Additional Information
- We’re delighted that you’re considering building a career with TD.
- Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
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.
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