Customer Account Specialist Ii, Customer Assistance

4 months ago

Nanaimo, Canada TD Bank Full time

**Work Location**:
Canada

**Hours**:
0

**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 and service needs by proactively providing them with information / guidance**:

- **Offer comprehensive product knowledge and/or 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 identifying sales opportunities and referrals, enabling business growth**:

- **Promote 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**:

- **Escalate non-standard or 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**:

- **Support and participate in process improvement opportunities**:

- **Ensure necessary due diligence to support the accuracy of all customer transactions / activities**:

- **Be knowledgeable of and comply with Bank 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**:

- **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 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 expertise in a variety of sales and service related activities to provide customers / partners with advice on transactions, activities and product features**:

- **Requires advanced skills and expertise in a defined set of products and processes and could be characterized by moderate complexity/risk**:

- **Gathers and analyzes data to identify and to help solve complex problems**:

- **Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines**:

- **Understands how the team works together to coordinate their efforts and resources to achieve objectives of a business area**:

- **Impacts their own team and other teams whose work activities are closely related**:

- **Recommends modifications to existing sales or customer service processes and solutions to improve the efficiency of the team**:

- **Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessary**:

- **May require specific formal certifications at this level of expertise**:

- **Generally reports to a Team Manager**

**EXPERIENCE & EDUCATION**:

- **High School diploma, Undergraduate degree and/or**:

- **1+ years relevant 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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.**

**TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance

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