Customer Experience Associate

Position: Customer Experience Associate Future Opportunities
Lieu De Travail
Campbell River, Colombie-Britannique, Canada

Horaire
15

Secteur D’activité
Services bancaires personnels et commerciaux

Détails De La Rémunération
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Description Du Poste
KEY

ACCOUNTABILITIES
CUSTOMER

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

SHAREHOLDER

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

EMPLOYEE / TEAM

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

BREADTH & DEPTH

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

Experience & Education

High School diploma and/or

1+ years of relevant experience

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

Exigences Linguistiques
Ce poste n’exige pas la maîtrise d’une langue autre que le français. / This position does not require proficiency in a language other than French.

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