Customer Experience Associate
Description
The Customer Experience Associate at The Toronto-Dominion Bank in Burnaby, BC, focuses on delivering exceptional customer service by accurately handling financial transactions, resolving concerns, identifying customer needs, and supporting basic product and service inquiries. The role also involves contributing to business objectives by promoting bank offerings, ensuring operational excellence through adherence to policies and procedures, and participating actively within the team to foster a positive and collaborative work environment. This position requires established customer service skills, a foundational understanding of banking products, and the ability to evaluate solutions for customer issues.
What We're Looking For
Create an exceptional customer experience with every interaction.
Complete a broad range of financial transactions (e.g., deposits, withdrawals, bill payments) accurately and efficiently.
Assist with responding to and resolving customer concerns, escalating when necessary.
Identify customer needs and determine solutions to customer problems, opening a limited range of products and/or services.
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.
Continuously develop knowledge in own area, including cross-training.
Participate in personal performance management and development activities.
Keep others informed about relevant 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 the business area/function and the bank.
Ideal Candidate
High School diploma and/or 1+ years of relevant experience.
Post-Secondary or Undergraduate degree (in related field) preferred.
Established customer service skills.
Broad knowledge regarding basic product suite of business supported.
Ability to evaluate and recommend customer solutions from established options.
Understands how assigned duties relate to others in the customer or advice team and how the team integrates with others.
Identifies and assesses customer problems in straightforward situations using standard procedures.
Uses communication skills to exchange/clarify product/process information with composure.
Minimum Education
High School Diploma; Post-Secondary or Undergraduate Degree (preferred)
Hard Skills
Soft Skills
Work Hours
15 hours/week
Benefits
About the Company
The Toronto-Dominion Bank
The Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Group, one of the largest banks in North America. TD provides a wide range of personal, commercial, and investment banking products and services to over 27 million customers globally. Headquartered in Toronto, Canada, the bank operates through key segments including Canadian Retail, U.S. Retail, and Wholesale Banking.
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