Client Relationship Specialist

At The Toronto-Dominion Bank, we prioritize fair and equitable remuneration for all our team members. We encourage candidates to engage in open discussions with our HR Team regarding compensation inquiries, including salary specifics for this position.

Position Overview:

CLIENT ENGAGEMENT

• Serve as a knowledgeable resource within the branch for both clients and team members concerning all offerings, policies, and procedures of TD, particularly in personal and business banking.
• Deliver insightful guidance during every client interaction, enhancing the overall customer experience.
• Utilize a consultative approach to uncover and address client needs through thoughtful questioning.
• Boost client financial confidence through continuous communication and by addressing inquiries.
• Conduct proactive client outreach via various channels to discuss account updates and additional services that align with client needs.
• Perform comprehensive financial assessments and provide tailored recommendations based on individual client situations.
• Ensure client concerns are addressed promptly and accurately, escalating issues as necessary.
• Maintain an in-depth understanding of local market dynamics, competitive offerings, and economic trends to inform advice.
• Assist in upholding a professional and welcoming environment in all shared areas of the branch, adhering to marketing and regulatory standards.
• Support frontline operations with transactions as needed.
• May serve as a point of escalation for complex client issues, ensuring appropriate resolution.

BUSINESS CONTRIBUTION

• Play a key role in achieving business goals by actively attracting, acquiring, and retaining clients and referral opportunities to drive profitability and growth.
• Promote and provide a comprehensive range of products, services, and banking capabilities.
• Contribute to operational excellence objectives.
• Ensure timely and accurate execution of business processes and procedures.
• Safeguard the organization’s interests by identifying and managing risks, escalating high-risk transactions as needed.
• Ensure all documentation is accurate and reflects client intentions in compliance with relevant regulations.
• Identify and engage in opportunities for process enhancements.
• Maintain diligence to support the accuracy of all transactions and activities.
• Stay informed on emerging issues, trends, and evolving regulatory requirements, assessing their potential impacts.
• Foster a culture of risk management and control, aligned with the organization’s risk appetite.
• Assume responsibility for minimizing operational and regulatory risks by adhering to the Bank's Code of Conduct.

TEAM COLLABORATION

• Actively participate as a team member, fostering a positive work environment that emphasizes service, quality, innovation, and teamwork, while ensuring timely communication of relevant issues.
• Support team development by enhancing personal expertise and engaging in knowledge sharing within the team and business unit.
• Stay updated on industry trends and developments to grow knowledge of the business and related tools.
• Engage in personal performance management and development activities, including cross-training within the team.
• Keep colleagues informed about project statuses and relevant information related to daily operations.
• Contribute to team success by assisting others in completing work activities and providing training or guidance as needed.
• Promote a fair and inclusive environment that supports a diverse workforce.
• Act as an ambassador for your business area and the bank, both internally and externally.

SKILL REQUIREMENTS

• Requires specialized knowledge to provide complex transaction and product feature advice to clients.
• Demands expertise in a variety of products, services, and processes characterized by moderate to high complexity.
• Acts as a subject matter expert for clients and internal partners.
• Identifies complex challenges and formulates effective solutions.
• May lead a team and coordinate efforts to resolve complex issues while providing coaching to maintain service standards.
• Utilizes insights into team integration to coordinate resources and achieve shared objectives.
• Directly impacts the quality of services provided to clients and the supported unit.
• Implements customer service procedures to complete tasks effectively.
• Requires tact in communicating ideas and handling sensitive client information.
• Typically requires specific formal certifications at this level of expertise.
• Generally reports to a Branch Manager or Assistant Branch Manager.

EDUCATION AND EXPERIENCE

• High School diploma or equivalent.
• Minimum of 1 year of relevant experience.
• IFIC or CSC certification.
• CFSA certification to be completed upon hire.
• Post-secondary or undergraduate degree in a related field is preferred.

About Us:

The Toronto-Dominion Bank is a leading global financial institution and ranks as the fifth largest bank in North America by branches. We are dedicated to delivering exceptional customer experiences to millions of households and businesses across Canada, the United States, and beyond. Our diverse team of over 95,000 colleagues brings their skills and creativity to serve our customers and support the economies we operate in. Guided by our vision to be the better bank, we strive to enrich the lives of our customers, communities, and colleagues.

We are committed to being a leader in customer experience, believing that all colleagues contribute to this mission. As we grow our business and execute our strategy, we are innovating to enhance customer experiences and build capabilities for the future of banking. Whether you are an experienced banking professional or just starting your career in financial services, we are here to help you realize your potential through mentorship, training programs, and regular development conversations.

Our Total Rewards Package
Our Total Rewards package reflects our investment in our colleagues' financial, physical, and mental well-being. It includes a competitive salary, variable compensation, health and wellness benefits, retirement programs, paid time off, banking benefits, and career development opportunities.

Additional Information:
We appreciate your interest in building a career with us. Through ongoing development conversations and a competitive benefits plan, we are dedicated to supporting our colleagues in thriving both professionally and personally.

Colleague Development:
If you are interested in specific career paths or skill development, we are committed to helping you succeed. You will have regular discussions with your manager regarding career development and access to an online learning platform and various mentoring programs to unlock future opportunities.

Training & Onboarding:
We provide comprehensive training and onboarding sessions to ensure you have the necessary tools for success in your new role.

Interview Process:
We will reach out to candidates of interest to schedule interviews and strive to communicate outcomes to all applicants.

Accommodation:
Your accessibility is important to us. Please inform us if you require accommodations to participate in the interview process.

Our Values:
At TD, we are guided by our purpose to enrich lives and uphold values that shape our culture and behavior. We are committed to delivering a colleague experience grounded in impact, growth, and a culture of care.

Diversity, Equity, and Inclusion Commitment:
We are dedicated to fostering an environment where all colleagues can bring their authentic selves to work and experience equitable opportunities.

Community Impact – TD Ready Commitment:
TD is committed to driving progress towards a more inclusive and sustainable future through our TD Ready Commitment initiative.