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Client Services Representative

2 months ago

New Liskeard, Canada TD Full time

Location:

Canada

Schedule:

37.5 hours per week

Industry:

Personal and Commercial Banking Services

Compensation Details:

We are committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to engage in an open conversation with your recruiter regarding compensation, including the specifics related to this position.

Job Overview:

Customer Focus:

  • Deliver an outstanding customer experience with every interaction and contribute to the continuous enhancement of the overall branch experience.
  • Serve as the primary lobby representative, welcoming and engaging customers in various advisory, service, educational, digital, and informational discussions.
  • Utilize your skills to identify and advise on fulfilling customer needs through inquisitive questioning.
  • Provide training and guidance to customers on mobile, ATM, and online banking, while fostering confidence in digital and emerging banking trends.
  • Promote TD Bank products and services that align with customer needs, particularly focusing on Everyday Banking products (e.g., checking, savings, credit cards) and personal unsecured lending.
  • Act as the main point of contact for customer inquiries, ensuring concerns are addressed promptly and appropriately, escalating issues when necessary.
  • Assist in maintaining a professional and welcoming environment in all common areas of the branch, adhering to marketing and regulatory guidelines.
  • Support frontline operations with both cash and non-cash transactions as scheduled.

Shareholder Responsibilities:

  • Contribute to achieving business goals by identifying advisory opportunities and referrals to drive growth.
  • Promote the full range of products, services, and banking capabilities.
  • Understand and apply operational policies and procedures effectively.
  • Support business objectives for Operational Excellence.
  • Ensure timely and accurate completion of business processes and procedures.
  • Escalate non-standard or high-risk transactions as necessary.
  • Ensure that all documentation is accurate and reflects customer intentions in accordance with relevant rules and regulations.
  • Engage in process improvement initiatives.
  • Ensure due diligence to support the accuracy of all customer transactions.
  • Maintain knowledge of and comply with the Bank's Code of Conduct.

Team Participation:

  • Actively participate as a team member, fostering a positive work environment that promotes service, quality, innovation, and teamwork while ensuring timely communication of issues.
  • Support the team by continuously enhancing your knowledge and expertise and participating in knowledge sharing.
  • Engage in personal performance management and development activities, including cross-training within your team.
  • Keep team members informed about the status of projects and relevant information related to daily activities.
  • Contribute to a fair and equitable environment that supports a diverse workforce.
  • Act as a brand ambassador for your business area and the bank, both internally and externally.

Knowledge and Skills:

  • Requires developed knowledge and skills to provide service and advice across a range of products and services.
  • Possesses a broad understanding of the full suite of products, services, and processes within the business area, characterized by low to moderate complexity and risk.
  • Provides recommendations and guidance to customers and internal partners.
  • Resolves atypical or infrequent customer issues not covered by established processes.
  • Evaluates issues and problems based on existing practices and precedents.
  • Understands how the customer or advisory team integrates with others to achieve team objectives.
  • Impacts the quality and effectiveness of the services provided to customers.
  • Suggests improvements to work practices and customer service processes to enhance efficiency.
  • Explains complex information clearly within the team and builds relationships with customers and related teams.
  • Requires full proficiency gained through job-related training to perform a variety of activities.
  • Generally reports to an Assistant Branch Manager or Branch Manager.

Experience and Education:

  • High School diploma or equivalent.
  • 1+ years of relevant experience.
  • Post-Secondary or Undergraduate degree in a related field is preferred.

About Us:

TD is a global leader in the financial services sector, ranking as the fifth-largest bank in North America by branch count. Every day, we deliver legendary customer experiences to over 27 million households and businesses across Canada, the United States, and around the world. Our colleagues at TD combine their skills, talent, and creativity to serve the bank, its customers, and the economies we support. We are guided by our vision to be a better bank and our purpose to enrich the lives of our customers, communities, and colleagues.