Customer Service Officer II

Work Location:

Hours:

Line of Business:

Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

CUSTOMER

• Meet or exceed CSO LEI target and be actively involved in ensuring the unit meets or exceeds its LEI target.
• Facilitate customer requests leveraging various partners (CCSC Visa Retail Bank etc.) ensuring a warm hand off where appropriate and follow up process is in place.
• Deliver legendary service at every interaction and execute on plans to continuously improve the customer experience.
• Act as a first point of contact for the day to day administrative needs questions and concerns resolving them where possible and communicating to the RM or AM as appropriate.
• Develop a network of contacts across TD in order to continuously improve their knowledge and ability to service customers.
• Deliver the Bank to our customers by identifying recommending introducing and referring appropriate TDBG Business Partners and Products to existing and new customers to maximize revenue/profit and retention of relationships.
• Support internal partners with ongoing projects and develop a clear understanding of how changes will affect a customers business

SHAREHOLDER

• Support Relationship Managers/Analysts and Account Managers in credit administrative matters
• Assist in building new relationships and deepening existing customer relationships by consistently following the Business Banking Relationship Methodology
• Act as first point of contact with customers on credit administrative matters such as following for documentation and/or obtaining Financial Statements and Accounts Receivable lists. Responsibilities also include uploading customer reports/documentation into the appropriate systems.
• Actively contribute to sales results by identifying and cross-selling products and services when performing internal duties or interfacing with customers (both new and existing) to maximize revenue/profit and retention of relationships
• Actively refer to other business partners both within Business Banking and across TDBG and respond effectively to reciprocal referrals.
• Facilitate investment requests between customers and Business Banking Investments where required
• Provide effective credit administration for the portfolio both within the Unit and by interfacing with functions across the TDBFG.
• Assist RM/AM with obtaining/compiling all supporting documentation required to complete credit applications and process funding requests. Prepare reminder follow-up and default letters and follow up on outstanding security documentation.
• Partner with administrative support groups to facilitate activities such as programming credits making payments advancing funds etc.
• Ensure products and services are sold and operate in a compliant manner minimizing the regulatory compliance and operational risk to the Bank.
• Complete all compliance and attestations within required timelines.
• Be knowledgeable of and comply with Bank and Industry Codes of Conduct

EMPLOYEE / TEAM

• Participate fully as a member of the team support a positive work environment that promotes service to the business quality innovation and teamwork and ensure timely communication of issues/ points of interest
• Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
• Keep current on emerging trends/ developments and grow knowledge of the business related tools and techniques
• Participate in personal performance management and development activities including cross training within own team
• Keep others informed and up-to-date about the status / progress of requests and / or all relevant or useful information related to day-to-day activities
• Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training coaching and/or guidance as appropriate.
• Contribute to a fair positive and equitable environment that supports a diverse workforce
• Act as a brand ambassador for your business area/function and the bank both internally and/or externally

BREADTH & DEPTH

• Requires specialized expertise to provide complex transaction/ product feature advice and guidance to customers
• Requires specialized skills and expertise in a range of products services concepts and processes and could be characterized by moderate - high complexity / risk
• Acts as an account and credit administration process/ product expert to customers and/or internal partners
• Identifies complex problems and formulates the most appropriate solution
• Uses insights into how the customer or sales team integrates with other teams to coordinate efforts and resources to achieve shared objectives
• Has direct impact on the quality of the duties performed or services provided to the sales team and the unit supported
• Implements sales and customer service procedures and approaches to complete work
• Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions
• Generally reports to a Lead CSO or MCC or MCS

EXPERIENCE & EDUCATION

• Undergraduate degree
• 1 years of related experience

Who We Are:

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we deliver legendary customer experiences to over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to the Bank those we serve and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers communities and colleagues.

TD is deeply committed to being a leader in customer experience that is why we believe that all colleagues no matter where they work are customer facing. As we build our business and deliver on our strategy we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs were here to support you towards your goals. As an organization we keep growing and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial physical and mental well-being goals. Total Rewards at TD includes a base salary variable compensation and several other key plans such as health and well-being benefits savings and retirement programs paid time off banking benefits and discounts career development and reward and recognition programs. Learn more

Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations requirements.

Colleague Development
If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process
Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if youd like accommodations (including accessible meeting rooms captioning for virtual interviews etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):