Personal Banking Associate Ville St-Laurent Job Laval area,Province de Québec Canada,Customer Service/HelpDesk

Position: Personal Banking Associate - (Future Opportunities) - Full Time Ville St-Laurent

Description

*** Future opportunities ***

CUSTOMER

Create a consistent and exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience

Leads the customer onboarding experience to assist each customers in becoming digitally enabled, building their day-to-day banking capabilities, and beginning their savings and investing journey

Act as the premier branch representative, by consistently welcoming customers in the lobby, addressing simple needs, assisting customers with navigation and coordinating introductions to other branch colleagues or partners for a seamless customer experience

Educate and activate Digital advice, enabling customers to optimally self-serve for their banking needs

Ask thoughtful questions to uncover and understand Customer needs, owning solutions that align to mandate and bringing in an expert for needs outside of capability

Educate and promote TD Bank products and services which align to customer needs, with specific focus on Everyday Banking products (e.g., chequing, savings, credit cards, etc.), personal unsecured lending, and investing

Take ownership of resolving customer problems, seamlessly handing off customer to a knowledgeable colleague to own resolution when required

Maintain a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines

Support the frontline with both cash and non-cash transactions, ensuring to deliver customer experiences by connecting with each customer, providing advice & deepening customer relationships

SHAREHOLDER

Contribute to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth

Promote full suite of 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

Ensure documentation that is prepared and completed is accurate, properly reflects the customer/business' intentions, and retained in accordance with business policies and procedures

Support and participate in process improvement opportunities

Ensure necessary due diligence to support the accuracy of all customer transactions / activities

Assume responsibility to minimize operation and regulatory risk by gaining/maintaining knowledge and complying with the Bank's Code of Conduct and Ethics and relevant Laws, Rules, and Regulations, Industry Code of Conduct and Commitments, and business line policies and procedures

Know and comply with AML and Regulatory policies and procedures

EMPLOYEE / TEAM

Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest

Collaborate with branch colleagues to move with speed and get things done

Demonstrate inclusivity by taking meaningful action to support colleagues and customers across all dimensions of diversity, including those from underrepresented communities

Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit

Participate in personal performance management and development activities, including cross training within own team

Keep others informed and up-to-date about the status / progress of projects and / or 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 ambassador for your business area/function and the bank, both internally and/or externally within the parameters of the TD Code of Conduct and Ethics

BREADTH & DEPTH

Requires developed knowledge and skills to offer service and advice for a range of product and services

Requires a broad knowledge and understanding of the full product suite, services and processes of business area, and could be characterized by low to moderate complexity / risk

Provides recommendations and guidance to customers and / or internal partners

Provides solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes

Evaluates issues, errors and problems based on practices and existing precedents or procedures

Understands how branch colleagues work together to accomplish team objectives and ensure a consistent positive customer experience

Supports the quality, timeliness and effectiveness of the overall customer experience

Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the customer experience and advice

Explains detailed and/or complicated information within the team; builds working relationships with customers and…


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