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Laurentian Bank
Ambassador, client experience-PierrefondsLaurentian Bank • Pierrefonds, Quebec, Canada
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Ambassador, client experience-Pierrefonds

Ambassador, client experience-Pierrefonds

Laurentian Bank • Pierrefonds, Quebec, Canada
30+ days ago
Job type
  • Full-time
Job description

Founded in Montreal in 1846, Laurentian Bank is committed to serving its customers and fostering deep relationships with specialized groups. Laurentian Bank runs operations across Canada – primarily in Québec and Ontario – as well as in the United States and competes where it sees market opportunity and has an edge, while harnessing the power of partnerships and collaboration.

This role sits within Laurentian Bank.

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
  • Greet each client warmly in person and respond to their needs
  • Answer incoming calls in the branch and direct them to the right resources, if necessary
  • Respond 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
  • Identify and anticipate the customer's needs in order to take good care of them
  • Accompany the customer in the transition to electronic solutions (e.g. counter, LBCDirect, mobile application or website) or to the right advisory role
  • Promote the advisory offer and inform customers about the Bank's policies and procedures as well as the various campaigns and promotions underway
  • Position yourself as a point of contact, in collaboration with the branch teams
  • Serve the customer or introduce the customer to the appropriate resource to ensure an effective customer experience and build trust
  • Coordinate customer, consultant and manager requests - inter-branch
  • Make simple sales of transactional products when opportunities are identified
  • Ensure that customer needs are met to their satisfaction and according to established standards
  • Perform administrative tasks and provide administrative support to the various departments
  • Follow up on the Branch Responsibilities Manual, procedures and established standards for branch compliance and customer experience
  • Any 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

Completed high school diploma

  • Relational skills focused on customer service
  • Propensity to provide prompt and efficient customer service
  • Strong work organization and priority management skills
  • Strong communication skills (in person, by phone and in writing)
  • Thoroughness and attention to detail

Inclusion and Accessibility

At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive. To this end, we encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders and the 2SLGBTQIA+ community.

We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know.

PIPEDA

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

We also use artificial intelligence (AI) tools during parts of our recruitment process to support fair and efficient hiring decisions.

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Ambassador, client experience-Pierrefonds • Pierrefonds, Quebec, Canada

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