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Manager, Personal Financial Services

2 months ago

Magog, Quebec, Canada TD Bank Full time

Job Summary: Customer-facing professional required to provide expert advice on personal and commercial banking products and services, driving customer satisfaction and business growth.

Work Location: Sherbrooke, Quebec, Canada

Hours: 37.5

Line of Business: Personal & Commercial Banking

Job Description:

As a customer-facing professional, you will be responsible for providing expert advice on personal and commercial banking products and services to customers, driving customer satisfaction and business growth. You will act as a subject matter expert in the branch, providing sound advice and contributing to an exceptional customer experience.

Key Responsibilities:

  • 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 Responsibilities:

  • 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 Responsibilities:

  • 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
  • Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions
  • 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

About TD:

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 deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world.

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.

Colleague Development:

We're committed to providing the support our colleagues need to thrive both at work and at home. 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.

Training & Onboarding:

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

Language Requirement:

We invite bilingual and French only speaking candidates to apply. As individual positions are identified to be filled, a language needs assessment will be conducted at that time to determine whether that position will require knowledge of a language other than French.