Matthew Tong
Richmond
Summary
Three years of experience as a Customer Experience Associate, with a focus on understanding customer needs, supporting their everyday banking, and building strong, trusted customer relationships. Provided a personable and positive experience in each interaction, offering trusted advice to help customers make informed financial decisions. Worked closely with the team to identify opportunities and support branch operations. Also supported onboarding of new team members by helping them become familiar with and confident with daily operations and customer interactions. Now hoping to continue building on that foundation as a Personal Banking Associate, to further support customers in achieving their financial goals by building stronger relationships, and to support the branch in a deeper capacity.
Overview
3
3
years of professional experience
Work History
Customer Experience Associate
TD Canada Trust
03.2022 - Current
- Supported clients with everyday banking needs by assisting with daily transactions and helping resolve questions or concerns as they came up.
- Built strong, trusted customer relationships by understanding each client's individual needs and offering tailored advice on banking products and services — helping them make informed financial decisions and often leading to returning customers because of the service and experience.
- Collaborated with team members and identified opportunities to connect customers with the right specialists or services.
- Maintained accuracy and attention to detail while processing transactions and following compliance guidelines.
- Leveraged strong product knowledge to stay informed on current campaigns and identified relevant opportunities during client conversations.
- Received positive feedback from customers for being helpful, patient, dependable, and providing trusted advice.
- Assisted in onboarding new team members by helping them become familiar with and confident with daily operations and customer interactions.
Education
Bachelor of General Studies - Applied Science
Simon Fraser University
Vancouver01-2021
Skills
- Trusted client service and relationship-building
- Tailored financial advice and product knowledge
- Skilled at recognizing customer cues during interactions to better understand their needs and recommend suitable solutions
- Transaction accuracy and regulatory compliance
- Familiar with daily branch operations
- Effective and clear communication
- Team collaboration and support
- Able to adapt quickly in a dynamic, fast-paced branch environment
- Keen and quick learner, adapting to new systems and processes
Languages
English
Chinese (Cantonese)
Chinese (Mandarin)
Timeline
Customer Experience Associate
TD Canada Trust
03.2022 - Current
Bachelor of General Studies - Applied Science
Simon Fraser University
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