Ambassador Customer Experience

June 22, 2022

Job Description

Seeing beyond numbersºAt Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.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.


ºGreet each client warmly in person and respond to their needsºAnswer incoming calls in the branch and direct them to the right resources, if necessaryºRespond 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 necessaryºIdentify and anticipate the customer's needs in order to take good care of themºAccompany the customer in the transition to electronic solutions (e.g. counter, LBCDirect, mobile application or website) or to the right advisory roleºPromote the advisory offer and inform customers about the Bank's policies and procedures as well as the various campaigns and promotions underwayºPosition yourself as a point of contact, in collaboration with the branch teamsºServe the customer or introduce the customer to the appropriate resource to ensure an effective customer experience and build trustºCoordinate customer, consultant and manager requests - inter-branchºMake simple sales of transactional products when opportunities are identifiedºEnsure that customer needs are met to their satisfaction and according to established standardsºPerform 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 experienceºAny 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


QualificationsºCompleted high school diplomaºBilingualism (depending on needs and regions)Specific skillsºRelational skills focused on customer serviceºPropensity to provide prompt and efficient customer serviceºStrong work organization and priority management skillsºStrong 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 : 32 hours

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