Lead Customer Service Officer

Description

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The Customer Service Officer (CSO) position supports teams of Relationship Managers/Analysts and/or Account Managers in meeting the day to day needs of the customers of those portfolios, as well as to onboard new customers to the bank. This position is accountable to deliver legendary customer experience and support profitable business growth.

CUSTOMER

• Meet or exceed 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 customer’s business

SHAREHOLDER

• Ensure CSO support is maximized for Relationship/Account Managers, Analysts and in credit administrative matters
• Ensure CSOs actively contribute to sales results by identifying potential sales opportunities; "warming up" referrals by asking questions to better establish specific needs of the customers; and referring opportunities to the appropriate person for follow-up and closing
• Review, approve and sign off on AML/KYC reviews and account openings for new and existing clients by following a consistent quality control process measured by monthly audit testing results.
• Ensure CSOs facilitate investment requests between customers and Business Banking Investments where required
• Actively refer to other business partners both within Business Banking and across TDBG and respond effectively to reciprocal referrals
• Assist with building new relationships and deepening existing customer relationships
• Cross-sell products and services to existing and new customers to maximize revenue/profit and retention of relationships
• 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 training and attestations within required timelines.
• Ensure CSO team provide effective account and credit administration for their portfolios
• Ensure the team leverages proficiency of various software applications/programs to ensure timely and accurate preparation of documentation required for portfolio management, client maintenance and risk reporting
• Adhere to the principles and be accountable for completion of tasks outlined in the "Commercial Monitoring and Control Guide"
• Ensure CSOs 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.
• Ensure CSOs partner with administrative support groups to assist with programming credits, making payments, advancing funds, etc.
• Follow, and ensure CSOs are knowledgeable of and comply with, Bank and Industry Codes of Conduct
• May manage office administration processes, premises and organizational changes

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 projects 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:

• Leads a team, responsible for a wide range of processes, and in completing day-to-day processes / transactions / activities, involving multiple steps, systems
• Requires advanced skills and expertise in a range of products and services, processes, procedures and systems in a set of focus areas, where transactions could be characterized by moderate risk
• Requires intermediate level of process management knowledge and a good understanding of the business and operational function areas supported
• Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities and work focus time horizon is generally short to medium term
• Plans, organizes and coordinates the activities for own area and resolves operational issues
• Manages team requiring workforce to decision on acceptable level of risk- Low to Moderate risk potential (loss/reputation al) for functional area
• Decision making authority and ambiguity of issues managed
• generally limited to less complex, non-standard issues or exceptions
• Effectively handles day-to- day issues, determining the most appropriate course of action for resolution
• Generally, reports to Unit Leader

EXPERIENCE AND / OR EDUCATION

• Undergraduate degree preferred
• 3+ years related experience

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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.

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re 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 you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll 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.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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

Interview Process
We’ll 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 you’d 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):

Sans Objet