Customer Account Specialist Iii, Customer Assistance

1 week ago

Markham, Ontario, Canada TD Bank Full time

Customer Account Specialist III, Customer Assistance:

BR

Job Category - Primary

  • Call Center

Work Location

  • 3500 Steeles Avenue East Building 1

Employment Type

  • Regular

City

  • Markham

Time Type

  • Full Time

Province/State

  • Ontario

Hours

  • 37.5

Workplace Model

  • Hybrid

Pay Details

Department Overview


Understand the financial needs of customers and provides appropriate solutions / advice / guidance and /or recommendations on a range of complex financial products and services.

This role contributes to the growth of the business by developing and deepening new / existing relationships.

Job Details

CUSTOMER:

  • Provide courteous, efficient, and professional customer service to ensure inquiries, sales and/or issues are managed promptly and effectively under all conditions
  • Engage customers/partners in conversation to understand and meet their current and future products/ sales and/or service needs by proactively providing them with information/advice/guidance
  • Offer advanced knowledge and/or advice/guidance as it relates to their respective business area
  • Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
  • May identify crosssell opportunities and/or refer customers/partners to internal Bank partners
  • Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needs
  • Identify crosssell opportunities and/or refer customers/partners to internal Bank partners

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 nonstandard, 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 customer 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

Job Requirements

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 uptodate about the status / progress of projects and / or all relevant or useful information related to daytoday 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 champion for your business area/function and the bank, both internally and/or externally

BREADTH & DEPTH

  • Requires specialized expertise to provide customer /partner support on complex transactions, activities and product feature advice and guidance
  • Provide exceptional inbound and/or outbound sales and/or service support to customers/partners on a range of moderate to high complexity financial products and services
  • Acts as a sales process/product expert to customers and/or internal partners
  • Identifies complex problems and formulates the most appropriate solution and escalates if necessary
  • Uses insights into how the 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

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