Customer Experience Associate - University Ave

TD•Charlottetown, PE

4d•CA$22 - CA$27•Onsite

About The Position

This role focuses on creating an exceptional customer experience within a branch setting. The Customer Experience Associate will handle a variety of financial transactions, assist with customer concerns, and identify customer needs to offer appropriate solutions. The position also involves supporting business objectives by promoting products and services, adhering to operational policies, and contributing to team effectiveness. The role requires established customer service skills, a broad knowledge of basic banking products, and the ability to evaluate and recommend solutions from a set of established options. The associate will typically report to a Manager Customer Experience or Branch Manager.

Requirements

Established customer service skills
Ability 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
Ability to evaluate and recommend customer solutions from established options
Understanding of how assigned duties relate to others in the customer or advice team and how the team integrates with others
Ability to identify and assess 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
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