Customer Experience Associate (Burnaby)

Job Description Location: Burnaby, British Columbia, Canada Hours: 15 Line of Business: Personal & Commercial Banking 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 practical 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 Language Requirement 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. #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2pi40r