Customer Account Specialist Iii, Customer Assistance

4 months ago

Markham, Canada TD Bank Full time

**Work Location**:
Canada

**Hours**:
37.5

**Line of Business**:
Personal & Commercial Banking

**Pay 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 cross-sell 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 cross-sell 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 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 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**

**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 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 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 a Team Manager**

**EXPERIENCE & EDUCATION**:

- **Undergraduate degree and/or**:

- **2+ years relevant experience**

**Who We Are**:
**TD is one

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