Customer Service Officer I

7 months ago

Ottawa, Canada TD Bank Full time

**Work Location**:
Ottawa, Ontario, Canada

**Hours**:
37.5

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

**Pay Details**:
**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 (CCSC, Visa, Retail Bank, etc.) ensuring a warm hand off where appropriate, and follow up process is in place.**:

- **Deliver legendary service at every interaction and execute on plans to continuously improve the customer experience.**:

- **Act as a first point of contact for the day to day administrative needs, questions and concerns, resolving them where possible, and communicating to the RM or AM as appropriate.**:

- **Develop a network of contacts across TD in order to continuously improve their knowledge and ability to service 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**
- **Support Relationship Managers/Analysts and Account Managers in credit administrative matters**:

- **Assist in building new relationships and deepening existing customer relationships by consistently following the Business Banking Relationship Methodology**:

- **Act as first point of contact with customers on credit administrative matters such as following for documentation and/or obtaining Financial Statements and Accounts Receivable lists. Responsibilities also include uploading customer reports/documentation into the appropriate systems.**:

- **Actively contribute to sales results by identifying and cross-selling products and services when performing internal duties or interfacing with customers (both new and existing) to maximize revenue/profit and retention of relationships**:

- **Actively refer to other business partners both within Business Banking and across TDBG and respond effectively to reciprocal referrals.**:

- **Facilitate investment requests between customers and Business Banking Investments where required**:

- **Provide effective credit administration for the portfolio both within the Unit and by interfacing with functions across the TDBFG.**:

- **Partner with administrative support groups to facilitate activities, such as programming credits, making payments, advancing funds, etc.**:

- **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 **a **nd attestations within required timelines.**:

- **Be knowledgeable of and comply with Bank and Industry Codes 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 requests 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 ambassador for your business area/function and the bank, both internally and/or externally**

**BREADTH & DEPTH**
- **Requires expertise in a variety of account and credit administration related activities to provide customers with support and advice**:

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

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

- **Understands how related customer or sales teams coordinate their efforts and resources to achieve objectives of a business area**:

- **Impacts their own team and other sales 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 co

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