Customer experience, Ambassador

Location: Montreal

Seeing beyond numbers™

At 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.

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

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 Qualifications

Completed high school diploma

Bilingualism* (depending on needs and regions)

Specific skills

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

* Professional working proficiency in French and English languages required as position involves frequent written and oral communication on complex matterswith internal and external parties in both languages

What Laurentian Bank has to offer you

The total compensation offered by Laurentian Bank encompasses a comprehensive range of benefits, highlighting our commitment to the well-being and success of our employees.

Here are some of the key points of our offering:

The actual annual base salary offered will take into account internal equity, skills, and experience among other factors.

Total compensation: Earn a comprehensive compensation package that includes annual reviews and performance-based bonuses.

Work model: We prioritize a hybrid work model based on business needs.

Stock purchase plan: Become not just an employee, but a Laurentian Bank shareholder. Employer matching takes your investment even further.

Time off: In addition to paid vacation, we provide floating days and leave options to accommodate the diverse needs of our employees. Plus, as an extra perk, you also get a paid day off to celebrate your birthday.

Health and wellness: Take care of your health and well-being with access…