Personal Banking Associate - Royalmount (full time)

TD; Canada; On-site; CAD 45,000 - 61,000; Full time

Job summary

A leading Canadian bank is looking for a Customer Experience Specialist in Montréal, Quebec. This role involves creating exceptional customer experiences and leading onboarding for digital banking. Candidates should have 1+ years of experience and a passion for assisting clients with their banking needs. The position offers competitive compensation ranging from CAD 45,700 to CAD 61,000, along with opportunities for growth and skill development within a collaborative banking environment.

Benefits

Competitive salary

Health and well-being benefits

Career development programs

Qualifications

• 1+ years of relevant experience in a customer-facing role.
• Ability to assist customers with digital banking capabilities.
• Knowledge of TD products and services.

Responsibilities

• Create exceptional customer experiences with each interaction.
• Lead the customer onboarding experience for digital banking.
• Educate customers on TD Bank products and services.

Skills

Customer experience

Digital literacy

Problem-solving

Communication

Team collaboration

Education

High School diploma

Post-Secondary or Undergraduate degree (preferred)

Investment Funds Canada (IFC) or equivalent

Job description

Work Location

Montréal, Quebec, Canada

Hours

37.5 hours per week

Line of Business

Personal & Commercial Banking

Pay Details

45700$/$45700 - 61000$/$61000 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job‑related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description

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 related teams
• Requires full proficiency gained through job related training to perform a range of activities
• Generally reports to an Assistant Branch Manager or Branch Manager

EXPERIENCE & EDUCATION

• High School diploma and/or
• 1+ years of relevant experience
• Investment Funds Canada (IFC) or equivalent – post‑appointment within 6 months
• Post‑Secondary or Undergraduate degree (in related field) preferred

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.

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.

Language Requirement (Quebec only)

Sans Objet

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 by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

Our Total Rewards Package

Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their 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, including medical, dental, vision and mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Well‑Being Initiative

Making Your Well‑being a Priority – A caring and supportive culture that promotes colleague well‑being is core to who we are. At TD, we focus on total well‑being with extensive programs to help colleagues assess, manage, and improve their well‑being across four core pillars – physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment so colleagues feel a sense of belonging and feel supported in their personal and professional growth.

Inclusiveness Commitment

At TD, we're committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We're dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Community Impact

TD has a long‑standing commitment to help drive progress towards a more inclusive and sustainable future. Through the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health.

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.