TD Bank
Job title:
Lead Customer Service Officer
Company
TD Bank
Job description
Company Overview
Our Values
At TD we’re guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.
Making Your Well-being a Priority
A supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars – physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they’re more likely to do their best.
Our Total Rewards Package
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their 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 including medical, dental, vision & mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.
How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: Hybrid, Onsite and Primarily Remote. Wherever our colleagues are working, they’ll always have access to the TD community and experience our culture of care.
Who We Are
TD is one of the world’s leading global financial institutions and is the fifth largest bank in North America by branches. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.
TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are 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.
Department Overview
TD Commercial Banking provides financial solutions to North American businesses. Our broad range of products and services allows us to meet the needs of our clients in every sector, providing customized solutions to build a strategy that’s right for them now, and in the future. Our quest is to deliver a first class business banking client experience and to be ”The Better Business Bank” in North America. At TD, better business bankers have a strong background in business and finance as well as the specific products they are responsible to sell and service. They have keen insight into all their clients – their industry, products, finances and markets. Better business bankers demonstrate good judgment in people, businesses and markets based on education, experience, “gut instincts” and “street smarts”.
Job Requirements
- Strong oral and written communications skills are essential
- Position requires an individual who is passionate about providing superior customer service and enjoys engaging in client-focused conversations
- Should be resourceful, have strong organizational skills and work successfully with minimal supervision in a fast paced, high volume environment.
- Must possess the ability to multitask
- Will work closely in a team environment in order to meet individual and team driven benchmarks.
- Should be conscientious and detail oriented in order to mitigate any risk to the bank.
- Must demonstrate the ability to be resourceful and proactive in their approach to Partner Problem Resolution and overall position responsibilities
- Ability to quickly learn new systems and applications
- Solid Knowledge of Microsoft Office required.
- Customer service and banking experience are an asset
- Ability to take ownership of a situation
Hours
37.5
Job Details
The Lead Customer Service Officer (Lead CSO) position is found in larger Units. The Lead CSO manages a group of CSOs and in many cases also performs the duties of a CSO CLB for the largest accounts in the Unit. The position reports to Manager Commercial Credit. This position is accountable to deliver a superior customer experience, support profitable business growth, and achieve The Quest.
Ensure CSO support is maximized for Relationship/Account Managers, Analysts and in credit administrative matters
- Ensure CSOs actively contribute to sales results by: identifying potential sales opportunities; “warming up” referrals by asking questions to better establish specific needs of the customers; and referring opportunities to the appropriate person for follow-up and closing
- Ensure CSOs facilitate investment requests between customers and DirecTrade where required
- Actively refer to other business partners both within Business Banking and across TDBG and respond effectively to reciprocal referrals
- Assist with building new relationships and deepening existing customer relationships
- Cross-sell products and services to existing and new customers to maximize revenue/profit and retention of relationships
Ensure products and services are sold and operate in a compliant manner minimizing the regulatory compliance and operational risk to the Bank. Complete all compliance training and attestations within required timelines.
- Ensure CSO team provide effective credit administration for their portfolios
- Ensure the team leverages proficiency of various software applications/programs to ensure timely and accurate preparation of documentation required for portfolio management, client maintenance and risk reporting
- Adhere to the principles and be accountable for completion of tasks outlined in the “Commercial Monitoring and Control Guide”
- Ensure CSOs obtain/compile all the supporting documentation that others require for writing credits; prepare follow-up documents and default letters; follow-up on security to-be obtained; administer credit ratings, etc.
- Ensure CSOs partner with administrative support groups (i.e./CAS) to assist with inputting credits, making payments, issuing Lines of Credit, etc.
- Follow, and ensure CSOs are knowledgeable of and comply with, Bank and Industry Codes of Conduct
- Act as project manager for office administration process, premises and organizational changes
Meet or exceed CSO CEI target and be actively involved in ensuring the unit meets or exceeds its CEI target. Deliver exceptional service at every interaction and execute on plans to continuously improve the customer experience
- Resolve service issues to deliver a positive customer experience
- Maximize the role of the Commercial Credit Service Centre (CCSC) in providing service to customers
- “Deliver the Bank” by recommending, introducing and referring appropriate TDBG Business Partners and Products
Build/Maintain a productive relationship with the CCSC, CAS, BSC and retail branch network, acting as a link to those groups
- Embrace and promote a positive work environment that supports a diverse workforce and a positive employee experience using available tools and support (i.e./ TD Pulse, Performance Management Process, Professional Development Plan)
- Actively participate in the performance management process including performance reviews, feedback and coaching sessions as well as performance and development discussions
- Lead and develop a highly effective and respected team of Business Banking professionals by recruiting, training and providing coaching and guidance on career/professional development and conducting on-going feedback and performance assessments to support the Bank’s focus on building talent.
Workplace Model
Hybrid
Inclusiveness
Our Commitment to Diversity, Equity, and Inclusion
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.
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.
How We’re Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.
We look forward to hearing from you!
Additional Information
This position requires proficiency in a language other than French to support customers, employees or markets located outside the province of Quebec or who require services in a language other than French
Business Line
TD Commercial Banking
Job Category – Primary
Commercial Banking
Job Category(s)
Commercial Banking
Job Family
Business Banking
Time Type
Full Time
Employment Type
Regular
Pay Details
We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with your recruiter and ask compensation related questions, including pay details for this role.
Careers Web Site Cities
Canada-Quebec-St-Laurent
Expected salary
Location
Saint-Laurent, QC
Job date
Sat, 20 Jan 2024 08:19:47 GMT
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