Customer Experience Associate

TD•Clarington, ON

6d•CA$23 - CA$28•Onsite

About The Position

This role involves creating an exceptional customer experience with every interaction and contributing to the ongoing improvement of the overall branch customer experience through service and advice. The associate will complete a broad range of financial transactions accurately and efficiently, assist with responding to and resolving customer concerns, and identify customer needs to determine solutions and open a limited range of products and/or services. The role also supports the achievement of business objectives by promoting products, advice, services, and banking capabilities, understanding and applying operating policies and procedures, and contributing to business objectives for Operational Excellence. Additionally, the associate will ensure necessary due diligence for the accuracy of all customer transactions and activities, and comply with the Bank Code of Conduct. Team participation involves promoting team effectiveness, contributing to a positive work environment, continuously developing knowledge, keeping others informed, and contributing to a fair, positive, and equitable environment that supports a diverse workforce. The associate acts as a brand champion for their business area/function and the bank.

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.