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Customer Experience Associate

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TD

Oct 14, 2024

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

AI generated summary

  • You need a high school diploma and 1+ years of experience, with a post-secondary degree in a related field preferred.
  • You will handle customer transactions, provide advice on products, resolve concerns, promote services, ensure accuracy, support team goals, and contribute to a positive branch experience.

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.
  • 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 is the work location for the Customer Experience Associate position?

The work location is in Vancouver, British Columbia, Canada.

What are the working hours for this role?

The position requires 18.75 hours of work.

What type of experience is required for this position?

A high school diploma and/or 1+ years of relevant experience is required. A post-secondary or undergraduate degree in a related field is preferred.

What key accountabilities are associated with this role?

Key accountabilities include creating exceptional customer experiences, completing financial transactions accurately, resolving customer concerns, and promoting products and services.

Is there an emphasis on team participation in this role?

Yes, there is a strong emphasis on participating fully as a team member, promoting team effectiveness, and contributing to a positive work environment.

What does TD offer in terms of employee benefits?

TD offers a Total Rewards package that includes a base salary, variable compensation, health and well-being benefits, savings and retirement programs, paid time off, career development opportunities, and reward recognition programs.

Will there be training available for new hires?

Yes, training and onboarding sessions will be provided to ensure new hires have everything they need to succeed in their role.

How can I discuss compensation details for this role?

Candidates are encouraged to have an open dialogue with a member of the HR Team to ask any compensation-related questions, including pay details for the role.

What is the customer service approach emphasized in this position?

The role emphasizes creating exceptional customer experiences with every interaction and continuously improving the branch customer experience.

Are accommodations available during the interview process?

Yes, accommodations are available to remove barriers during the interview process, including accessible meeting rooms and captioning for virtual interviews, if requested.

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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.