1. Increase customer satisfaction and loyalty through service excellence by :
Delivering the desired customer experience by consistently applying the Service Standards during all customer interactions;
Responding to customer inquiries or resolving customer concerns on the spot and / or escalating as appropriate;
Projecting a professional image at all times by ensuring counters, work stations and surrounding areas are maintained and organized;
Demonstrating confidence and knowledge by ensuring transactions are thorough and accurate;
Demonstrating respect and knowledge in every customer interaction.
2. Strengthen and retain profitable customer relationships through sales support by :
Developing a clear understanding of the Branch’s financial and non-financial goals;
Promoting the Bank’s products / services;
Identifying / anticipating and responding to customers’ needs by introducing / referring all sales opportunities to the appropriate sales officer on the spot and / or through Sales Builder;
Recognizing / identifying opportunities to promote customer convenience alternatives to Retail and Small Business customers;
3. Contribute to the quality and efficiency of branch operations as well as compliance with regulatory and internal bank guidelines to minimize the Bank’s exposure to risk by :
Adhering to cash, custody and security procedures and policies at all times;
Adhering to position authorities and bank policies;
Complying with regulatory requirements as part of the service process, including Know Your Customer (KYC) , Canada Deposit Insurance Corporation (CDIC), Financial Consumer Agency of Canada (FCAC), Anti-
Money Laundering / Anti-Terrorist Financing (AML / ATF), Privacy and Occupational Health & Safety (OHS) requirements, processes and guidelines as well as SSI guidelines / processes;
Immediately reporting / escalating fraudulent activities, unusual occurrences, issues / deficiencies / trends to your direct supervisor and / or the Manager Customer Service, Branch Manager, Chief Compliance Officers and / or applicable Shared Services department, as appropriate.
To be successful, the following functional competencies are the minimal expected requirements :
Strong PC and keyboarding skills;
Working knowledge of Service Excellence Activities (how to achieve / successfully complete a Service Excellence Activity);
Working knowledge of Branch systems (e.g. Free Forms Teller (FFT), Branch IntraLink, Sales Builder, HR Passport, and My Learning Centre) transactional services and associated procedures :
Working knowledge of Regulatory compliance related to Privacy, Anti-Money Laundering (AML) Anti-Terrorist Financing (ATF), Know Your Customer (KYC) requirements, Financial Consumer Agency of Canada (FCAC), Canada Deposit Insurance Corporation (CDIC) and Occupational Health & Safety (OHS) as well as SSI guidelines / processes;
Working knowledge of Branch routines and operating procedures, as applicable;
Working knowledge of cash, custody and security processes and procedures;
A high degree of customer focus and a strong customer service orientation is required to ensure a consistent service experience for our customers.
Flexibility is required to adapt to a wide variety of tasks and functions.