Customer Account Specialist Iii, Customer Assistance

2 weeks ago


Markham, Canada TD Bank Full time

412872BR

Call Center

Markham, ON

July 31, 2023

Hours

37.5

Workplace Model

Hybrid

Pay Details

Department Overview

Understand the financial needs of customers and provides appropriate solutions / advice / guidance and /or recommendations on a range of complex financial products and services. This role contributes to the growth of the business by developing and deepening new / existing relationships.

Job 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

Job Requirements

**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

**EXPER



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