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Customer Experience Associate

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TD

14d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Banking & Finance
  • Chilliwack
  • Quick Apply

AI generated summary

  • You need a high school diploma and 1+ years of relevant experience; a post-secondary degree in a related field is preferred.
  • You will assist customers with transactions, address concerns, promote products, and ensure a positive experience while supporting team goals and complying with policies and procedures.

Requirements

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

Responsibilities

  • Perform a broad range of customer service transactions, may provide information and/or advice on services, products, and/or solutions to existing or prospective TD customers.
  • This role is required to understand customer needs and identify opportunities to promote products, services, and/or refer them to the appropriate team member or internal Bank partner, while ensuring a positive customer experience.
  • 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.
  • 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.
  • 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.
  • 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.

FAQs

What are the working hours for this position?

The working hours for this position are 15 hours per week.

Where is the job located?

The job is located in Chilliwack, British Columbia, Canada.

What is the primary focus of the Customer Experience Associate role?

The primary focus of the Customer Experience Associate role is to perform a broad range of customer service transactions, provide information and advice on banking services and products, and ensure a positive customer experience.

What qualifications are required for the Customer Experience Associate position?

A High School diploma and/or 1+ years of relevant experience is required, with a Post-Secondary or Undergraduate degree in a related field preferred.

What kind of training will be provided?

Training and onboarding sessions will be provided to ensure that you have everything you need to succeed in your new role.

How does this role contribute to customer satisfaction?

This role contributes to customer satisfaction by creating exceptional customer experiences with each interaction, resolving customer concerns, and promoting appropriate products and services.

Is there an opportunity for career development in this role?

Yes, there are opportunities for career development through regular conversations with your manager, access to online learning platforms, and various mentoring programs.

What kind of customer interactions can I expect in this role?

You can expect to handle a broad range of customer interactions, including financial transactions like deposits, withdrawals, and bill payments, as well as identifying customer needs and recommending solutions.

Are there performance goals associated with this position?

Yes, the role supports the achievement of business objectives and advice goals, contributing to operational excellence and enhancing the overall branch customer experience.

What benefits does TD offer as part of the Total Rewards package?

TD's Total Rewards package includes a base salary, variable compensation, health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, and various career development opportunities.

TD

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Mission & Purpose

The Toronto-Dominion Bank & its subsidiaries are collectively known as TD Bank Group (TD). TD is the sixth largest bank in North America by branches & serves approximately 22 million customers in a number of locations in key financial centres around the globe. Over 85,000 TD employees represent the strongest team in banking. Delivering legendary customer experiences is who we are & is part of being the Better Bank. Visit our Careers page to learn more about TD & why TD is a great place to work.