Work Location:
Hours:
37.5
Line of Business:
Personal \& Commercial Banking
Pay Details:
52 700$/$52,700 - 74 400$/$74,400 CAD
Job Description:
CUSTOMER:
- Act as a subject matter expert in the branch for both customers and colleagues regarding all products, services, policies, and procedures of TD, especially regarding both personal banking and business banking products/services or policies/procedures.
- Provide sound advice with every customer interaction, contributing to an exceptional customer experience.
- Use ability to discover and advise on meeting/exceeding customer needs by asking deeply curious and thoughtful questions.
- Improve customer financial confidence through ongoing dialogue and by answering questions.
- Engage in customer outreach (via phone, email, and other means) to discuss portfolio updates and/or additional opportunities which best service the customer's needs.
- Provide total financial reviews and provide appropriate recommendations based on the customer's personal circumstances.
- Ensure customer issues are resolved in an accurate and efficient manner, escalating issues where necessary.
- Possess comprehensive knowledge of the local market, competitive offers, and economic trends to support advice recommendations.
- Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines.
- Support the frontline with transactions, as necessary.
- May act as a point of escalation and support for the frontline and advice staff, ensuring customer problems are handled appropriately, when required.
SHAREHOLDER:
- Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / sales opportunities and referrals, to increase profitability and enable business growth.
- Promote and offer full suite of products, sales, services and banking capabilities.
- Contribute to business objectives for Operational Excellence.
- Support the timely and accurate completion of business processes and procedures.
- Protect the interests of the organization - identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary.
- Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations.
- Identify, suggest and actively participate in process improvement opportunities.
- Ensure necessary due diligence to support the accuracy of all transactions / activities.
- Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts.
- Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite.
- Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct.
EMPLOYEE TEAM:
- Participate fully as a member of the team, promote team effectiveness and contribute to a positive work environment.
- Support the team by continuously developing knowledge in own area.
- Participate in personal performance management and development activities, including cross training within own team.
- Keep others informed and up-to-date about all relevant or useful information related to day-to-day activities.
- Contribute to a fair, positive and equitable environment that supports a diverse workforce.
- Act as a brand champion 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 a sales process/product expert to customers and/or internal partners.
- Identifies complex problems and formulates the most appropriate solution.
- Acts as a team lead and/or escalation point for complex issues, coordinating the work of others and providing coaching to maintain service, process and product standards.
- 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.
- Generally requires specific formal certifications at this level of expertise.
- Generally reports to an Assistant Branch Manager or Branch Manager.
EXPERIENCE \& EDUCATION:
- High School diploma and/or.
- 1 years relevant experience.
- IFIC or CSC.
- CFSA to be completed upon hire.
- Post-Secondary or Undergraduate degree (in related field) preferred.
Language Requirement (Quebec only):
