Customer Service Representative

Key Responsibilities:

As a Personal Banking Associate at The Toronto-Dominion Bank (Canada), you will play a vital role in delivering exceptional customer experiences and contributing to the ongoing improvement of our branch customer experience.

Customer Focus:

• Develop and maintain strong relationships with customers, providing personalized advice and guidance on our range of products and services.
• Act as a premier lobby leadership branch representative, greeting and engaging customers in a range of conversations to meet their needs.
• Use your ability to discover and advise on meeting/exceeding customer needs by asking curious questions.
• Train and educate customers on mobile, ATM, and online banking, as well as building customer-centric confidence with digital and emerging banking trends.
• Educate and promote TD Bank products and services that align to customer needs, with a specific focus on Everyday Banking products and personal unsecured lending.
• Point of contact for all customer problems, ensuring concerns are handled appropriately and within a timely fashion, escalating where necessary.
• Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines.
• Support the frontline with transactions, both cash and non-cash, as scheduled.

Business Objectives:

• Contribute to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth.
• Promote our full suite of products, advice, services, and banking capabilities.
• Understand and apply operating policies and procedures.
• Contribute to business objectives for Operational Excellence.
• Support the timely and accurate completion of business processes and procedures.
• Escalate non-standard or high-risk transactions/activities as necessary.
• Ensure documentation that is prepared/completed is accurate and properly reflects customer/business intentions and is consistent with relevant rules/regulations.
• Support and participate in process improvement opportunities.
• Ensure necessary due diligence to support the accuracy of all customer transactions/activities.
• Be knowledgeable of and comply with Bank Code of Conduct.

Team Collaboration:

• Participate fully as a member of the team, supporting a positive work environment that promotes service to the business, quality, innovation, and teamwork.
• Support the team by continuously enhancing knowledge/expertise in own area and participating in knowledge transfer within the team and business unit.
• 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 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 developed knowledge and skills to offer service and advice for a range of products and services.
• Requires a broad knowledge and understanding of the full product suite, services, and processes of the business area, and could be characterized by low to moderate complexity/risk.
• Provides recommendations and guidance to customers and/or internal partners.
• Provides solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes.
• Evaluates issues, errors, and problems based on practices and existing precedents or procedures.
• Understands how the customer or advice team integrates with others to accomplish team objectives.
• Impacts the quality, timeliness, and effectiveness of the advice team or services provided to customers.
• Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the sales.
• Explains detailed and/or complicated information within the team; builds working relationships with customers and related teams.
• Requires full proficiency gained through job-related training to perform a range of activities.
• Generally reports to an Assistant Branch Manager or Branch Manager.

Experience & Education:

• High School diploma and/or
• 1+ years of relevant experience
• Post-Secondary or Undergraduate degree (in related field) preferred

About Us:

The Toronto-Dominion Bank (Canada) is one of the world's leading global financial institutions, delivering legendary customer experiences to over 27 million households and businesses in Canada, the United States, and around the world.

We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities, and colleagues.

We are deeply committed to being a leader in customer experience, innovating to enhance the customer experience and build capabilities to shape the future of banking.

Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential.

Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals.

As an organization, we keep growing – and so will you.

Total Rewards Package:

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals.

Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information:

We're delighted that you're considering building a career with TD.

Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development:

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed.

You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding:

We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process:

We'll reach out to candidates of interest to schedule an interview.

We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation:

Your accessibility is important to us.

Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

Language Requirement:

Maîtrise d'une langue autre que le français pour offrir du soutien ou traiter avec des employés ou des collègues qui ont besoin de services et de soutien dans une langue autre que le français.

This position requires proficiency in a language other than French to support or deal with employees who require services and support in a language other than French.