Customer Support Associate

2 weeks ago

Old Toronto, Ontario, Canada TD Bank Full time

Job Summary:

We are seeking a highly skilled and detail-oriented Client Service Representative to join our team at TD Bank. As a Client Service Representative, you will be responsible for providing exceptional customer service to our clients, ensuring that their needs are met and exceeded.

Key Responsibilities:

  • Customer Service:
    • Provide consistent and accurate administrative support to clients
    • Prepare documentation and provide updates to clients in preparation for meetings
    • Create reports for analysis of client accounts
    • Accept/create leads and ensure correct referral coding on TD Leads
    • Submit marketing pieces for approval and compile client information packages
    • Familiarity and adherence to compliance requirements as outlined in TD Bank's policies and procedures
    • Provide a high level of customer service, responding to client requests based on knowledge of full service banking
    • Deliver a legendary customer experience
  • Shareholder Value:
    • Prioritize and manage own workload to meet service level agreements (SLAs) for service and productivity
    • Consistently exercise discretion in managing correspondence, information, and all matters of confidentiality
    • Protect the interests of the bank, identifying and managing risks, and escalating non-standard, high-risk transactions as necessary
    • Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
    • Adhere to internal policies/procedures and applicable regulatory guidelines
    • Conduct reporting and/or meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, and assess the effectiveness of programs/policies/practices
  • Employee/Team:
    • 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
    • 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
  • Breadth & Depth:
    • First-level service professional requiring detailed knowledge of own direct products/services and key competitors
    • Interacts with customers to provide guidance on a broad range of products/services and identify referral opportunities, based on bank guidelines
    • Basic understanding of the business developed through education, training, and/or experience
  • Experience & Education:
    • Undergraduate degree or community college diploma preferred
    • Completion of the Canadian Securities Course and Conduct and Practices Handbook
    • Licensed with Investment Industry Regulatory Organization of Canada (IIROC) as an Investment Representative (IR) or Registered Representative (RR)

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