Lead Customer Service Officer, Equipment Finance
6 days ago
**TD Description**
Stay current and competitive. Carve out a career for yourself. Grow with us.
**Department Overview**
- The TD Equipment Finance team is a Centre of Excellence within Business Banking. Our mandate is to structure equipment financing (leases and loans) for business clients and prospects as an alternative to other conventional bank sources of financing such as term loans.
**CUSTOMER**
- Meet or exceed CSO LEI target and be actively involved in ensuring the unit meets or exceeds its LEI target.
- Facilitate customer requests leveraging various partners, i.e. Retail Bank, Direct Trade, ensuring a warm hand off where appropriate and follow up process in place
- Deliver exceptional service at every interaction and execute on plans to continuously improve the customer experience
- Use internal network to continually build specialized expertise to maximize customer satisfaction
- Resolve service issues at first point of contact, or escalate service issues efficiently where required to deliver a positive customer experience
- Ensure effective partnership with the Commercial Credit Service Centre (CCSC) in providing service to customers
- "Deliver the Bank" to our customers by identifying, recommending, introducing and referring appropriate TDBG Business Partners and Products to existing and new customers to maximize revenue/profit and retention of relationships.
- Support internal partners with ongoing projects and develop a clear understanding of how changes will affect a customer’s business
**SHAREHOLDER**
- Ensure CSO support is maximized for Relationship/Account Managers, Analysts and in credit administrative matters
- Ensure CSOs actively contribute to sales results by identifying potential sales opportunities; "warming up" referrals by asking questions to better establish specific needs of the customers; and referring opportunities to the appropriate person for follow-up and closing
- Ensure CSOs facilitate investment requests between customers and Business Banking Investments where required
- Actively refer to other business partners both within Business Banking and across TDBG and respond effectively to reciprocal referrals
- Assist with building new relationships and deepening existing customer relationships
- Cross-sell products and services to existing and new customers to maximize revenue/profit and retention of relationships
- Ensure products and services are sold and operate in a compliant manner minimizing the regulatory compliance and operational risk to the Bank. Complete all compliance training and attestations within required timelines.
- Ensure CSO team provide effective account and credit administration for their portfolios
- Adhere to the principles and be accountable for completion of tasks outlined in the "Commercial Monitoring and Control Guide"
- Ensure CSOs partner with administrative support groups to assist with programming credits, making payments, advancing funds, etc.
- Follow, and ensure CSOs are knowledgeable of and comply with, Bank and Industry Codes of Conduct
- May manage office administration processes, premises and organizational changes
**Job Requirements**
**EMPLOYEE / TEAM**
- Cultivate and model the Colleague Promise to support colleague growth, and a culture of care; make an impact at work and in our communities by leading with authenticity and supporting well being to represent TD's brand
- Connect the alignment of colleague's contributions with the TD Shared Commitments
- Support an engaged and diverse team where every colleague and customer are valued, respected, and listened to; committed to a common goal and collaborate to move with speed and get things done
- Participate in identifying talent in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
- Support colleague growth by encouraging colleague development to achieve career and business objectives; delivering timely motivating appreciation and recognition to all colleagues
- Support a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and from colleague listening opportunities to continuously improve the colleague experience and grow your personal leadership
- Support your team through change and promote an environment where teams feel psychologically safe to challenge current practices by modeling resiliency and flexibility, providing guidance and support on changing priorities and empowering colleagues to drive innovation
- Lead a high-performance culture by setting team targets and objectives, providing on-going feedback/coaching and conducting Quarterly Check-Ins for all colleagues to drive accountability and business results
- Manage employees in compliance with all human resources policies, procedures and guidelines of conduct
**BREADTH & DEPTH**
- Leads a team, responsible for a wide range of processes, and in completing day-to-day processes / transaction
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