Customer Experience Ambassador - MONT-ROYAL
LAURENTIAN BANK OF CANADA
MONTREAL, QC, CA
8h ago

Job Description

There When It Matters for 175 Years

This year, we are proud to celebrate our 175th anniversary. Since our founding in Quebec in 1846, we've been committed to improving the financial health of all of our clients.

We are driven by the opportunity to help families thrive, communities grow, and businesses succeed. As our roots have grown stronger than ever before, we are ready to lead the way for the next 175 years.

Laurentian Bank Financial Group (LBCFG) is a diversified financial services provider whose mission is to help its customers improve their financial health.

The Laurentian Bank of Canada and its entities are collectively referred to as Laurentian Bank Financial Group (the "Group" or the "Bank").

With more than 2,900 employees guided by the values of proximity, simplicity and honesty, the Group provides a broad range of advice-based solutions and services to its personal, business and institutional customers.

With pan-Canadian activities and a presence in the U.S., the Group is an important player in numerous market segments.

This role sits within Laurentian Bank, a subsidiary of Laurentian Bank Financial Group.

The incumbent not only greets customers in-branch and virtually (phone / branch email), but also assists them with their day-to-day transactional questions.

He / she also assists them with their additional support needs for electronic or digital alternatives, with the goal of improving the overall seamless omnichannel experience by directing them to the appropriate department.

This new role allows for a better transition for our customers to healthy digital habits.

The Customer Experience Ambassador ensures that we connect with our walk-in customers, meet their expectations and exceed them by providing quality and efficient customer service.

He / she plays a key role in bringing customers into the advisory loop and is required to make simple sales of transactional products.

He / she ensures that customers are listened to, that their questions are answered or referred to the right place, regardless of their origin or assignment.

He / she is also responsible for the day-to-day compliance responsibilities of the branch from a transactional perspective.

Responsibilities

ºGreet each client warmly in person and respond to their needs

ºAnswer incoming calls in the branch and direct them to the right resources, if necessary

ºRespond by e-mail to questions, requests for information and follow-ups from the branch's customers and the various departments and direct them to the right resources, if necessary

ºIdentify and anticipate the customer's needs in order to take good care of them

ºAccompany the customer in the transition to electronic solutions (e.g. counter, LBCDirect, mobile application or website) or to the right advisory role

ºPromote the advisory offer and inform customers about the Bank's policies and procedures as well as the various campaigns and promotions underway

ºPosition yourself as a point of contact, in collaboration with the branch teams

ºServe the customer or introduce the customer to the appropriate resource to ensure an effective customer experience and build trust

ºCoordinate customer, consultant and manager requests - inter-branch

ºMake simple sales of transactional products when opportunities are identified

ºEnsure that customer needs are met to their satisfaction and according to established standards

ºPerform administrative tasks and provide administrative support to the various departments

ºFollow up on the Branch Responsibilities Manual, procedures and established standards for branch compliance and customer experience

ºAny other related tasks to contribute to the improvement of the customer experience, to the support of our customers in the digital transition and to the success of the branch, such as participation in various local team performance initiatives

Qualifications

ºCompleted high school diploma

ºBilingualism (depending on needs and regions)

Specific skills

ºRelational skills focused on customer service

ºPropensity to provide prompt and efficient customer service

ºStrong work organization and priority management skills

ºStrong communication skills (in person, by phone and in writing)

ºThoroughness and attention to detail

Additional Information

Equity, Diversity & Inclusion :

We are proud to be an equal opportunity employer and are committed to fostering an inclusive and accessible work environment that reflects the diversity of our customers and our communities.

We welcome and encourage applications from individuals from all groups, including Indigenous people, women, visible minorities, and persons with disabilities, regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other legally-protected ground.

Accessibility :

Accommodations for persons with disabilities are available upon request for job applicants taking part in all aspects of the recruitment process.

PIPEDA :

We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.

Part- Time : 32hrs.

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