Customer Experience Associate

Work Location:

Vancouver, British Columbia, Canada

Hours:

18.75

Line of Business:

Personal & Commercial Banking Pay Details:

We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

Perform a broad range of customer service transactions, may provide information and/or advice on services, products, and/or solutions to existing or prospective TD customers.

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/or1+ years of relevant experience

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

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support.

We are guided…