Customer Experience Associate

Department Overview

At TD Canada Trust, we are the frontline of TD Bank, committed to building deep and long-lasting relationships with our customers. We achieve this by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. At the branch, we focus on understanding customer needs, identifying opportunities to promote products and services, and referring customers to the appropriate team member or internal Bank partner, all while ensuring a positive customer experience.

Join TD Canada Trust and embody our core values: Think like a customer, Act like an Owner, Innovate with purpose, and Execute with Speed and Impact.

Job Description

Do you bring a charming self to work and make customer interactions delightful? Can you process financial transactions accurately and feel a sense of achievement by providing excellent customer experience? If so, take the next step in your future today and apply for the position of a Customer Experience Associate. We are seeking an all-around champion who can understand customer needs and advise on the best-suited banking solutions for a positive customer experience.

In This Role, You Will

• Process financial transactions such as deposits, withdrawals, and bill payments, adhering to standardized operating procedures, industry regulations, and TD's Code of Conduct and Ethics.
• Understand and determine customer needs to recommend tailored solutions, exercising discretion in confidential matters.
• Respond to and resolve customers' concerns using standard procedures, escalating non-standard activities as necessary.
• Achieve assigned goals and business objectives by promoting banking solutions and completing business processes in a timely and accurate manner.
• Connect personally with customers to provide appropriate and clear advice on banking solutions and processes.
• Help build a positive, diverse, and equitable work environment by promoting team effectiveness and participating in personal performance development.
• Assist the team by respecting coworkers, staying dedicated, and keeping everyone up-to-date on the status of routine activities.
• Deliver quality customer experiences and recommend operational improvements where opportunities exist to enhance efficiency and achieve operational excellence.

Job Requirements

• High School diploma and/or 1+ years of relevant experience.
• An Undergraduate degree or equivalent is considered an asset.
• Strong administration, organizational, planning, and time management skills are essential to thrive in a fast-paced environment.
• Hands-on knowledge of using MS Office (Word, Excel, and Outlook) and the internet.
• A proactive individual who can exercise initiative, maintain accuracy, and demonstrate detail orientation while managing several tasks and changing priorities.
• A dynamic communicator with established customer experience skills, capable of connecting, both verbally and in writing, with diverse individuals in a calm, courteous, and effective manner.

Who We Are

TD is one of the world's leading global financial institutions and 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 by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities, and colleagues.

TD is deeply committed to being a leader in customer experience, which is why we believe that all colleagues, no matter where they work, are customer-facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations, mentorship, and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more about our benefits.

Additional Information

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations and requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process

We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Key skills/competency

• Customer Service
• Financial Transactions
• Relationship Building
• Problem Solving
• Communication Skills
• Sales & Promotion
• Organizational Skills
• Time Management
• Microsoft Office
• Detail Orientation