Customer Experience Associate

TD•Brooklin, ON

7d•Onsite

About The Position

This role focuses on creating an exceptional customer experience within a branch setting, handling a broad range of financial transactions accurately and efficiently. The Customer Experience Associate will also assist in resolving customer concerns, identifying customer needs, and opening a limited range of products and services. The position supports business objectives by promoting advice goals and understanding operating policies and procedures. Team participation, continuous learning, and contributing to a positive work environment are also key aspects of the role. This position requires established customer service skills for routine activities and multi-step transactions with generally limited financial impact. A broad knowledge of the basic product suite is necessary, and the associate will evaluate and recommend customer solutions from established options. The role involves identifying and assessing customer problems using standard procedures and escalating non-standard issues. The associate's impact is on team results through the quality of services provided, and they follow standardized procedures while recommending process improvements. Communication skills are essential for exchanging and clarifying product/process information, and a working knowledge developed through formal training or work experience is expected. The role typically reports to a Manager Customer Experience or Branch Manager.

Requirements

Established customer service skills to perform a range of routine activities and multi-step customer transactions, generally with limited financial impact.
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.
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.
High School diploma and/or 1+ years of relevant experience.

Nice To Haves

Post-Secondary or Undergraduate degree (in related field) preferred.

Responsibilities

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.