Lead Customer Services Officer II

Work Location:

Vancouver, British Columbia, Canada

Hours:

37.5

Line of Business:

Personal & Commercial Banking

Pay Details:

$65,600 - $98,400 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

The Lead Customer Service Officer (Lead CSO II) position is accountable for delivering a superior customer experience and support profitable business growth.

CUSTOMER

• Meet or exceed CSO LEI target and be actively involved in ensuring the unit meets or exceeds its LEI target.
• Facilitate customer requests leveraging various partners, i.e. Retail Bank, Direct Trade, ensuring a warm hand off where appropriate and follow up process in place
• Deliver exceptional service at every interaction and execute on plans to continuously improve the customer experience
• Use internal network to continually build specialized expertise to maximize customer satisfaction
• Resolve service issues at first point of contact, or escalate service issues efficiently where required to deliver a positive customer experience
• Ensure effective partnership with the Commercial Credit Service Centre (CCSC) in providing service to customers Deliver the Bank to our customers by identifying, recommending, introducing and referring appropriate TDBG Business Partners and Products to existing and new customers to maximize revenue/profit and retention of relationships.
• Support internal partners with ongoing projects and develop a clear understanding of how changes will affect a customer’s business

SHAREHOLDER

• 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
• Review, approve and sign off on AML/KYC reviews and account openings for new and existing clients by following a consistent quality control process measured by monthly audit testing results.
• Ensure CSOs facilitate investment requests between customers and Business Banking Investments 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 account and 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 assist RM/AM with obtaining/compiling all supporting documentation required to complete credit applications and process funding requests. Prepare reminder, follow-up and default letters and follow up on outstanding security documentation.
• Ensure CSOs partner with administrative support groups to assist with programming credits, making payments, advancing funds, etc.
• Follow, and ensure CSOs are knowledgeable of and comply with, Bank and Industry Codes of Conduct
• May manage office administration processes, premises and organizational changes

EMPLOYEE / TEAM

•  Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
• Support the team by continuously enhancing knowledge / expertise in own area and participate 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
• 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 the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
• 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:

• Acts as a product/services knowledge resource for colleagues in their own area of specialty
• Requires advanced understanding of a range of product and services, processes, procedures and systems to provide customers with options and advice on complex transactions and product features
• Required advanced understanding of concepts within their own area of specialty and integration points with related areas
• Advanced knowledge of business drivers, and customers to coordinate with other related areas to improve efficiency and deliver results
• Leads and provides supervision to a large or complex sales or customer operations team
• May lead others to serve as technical knowledge experts
• Manages ambiguity, and applies judgement to identify, troubleshoot and resolve ongoing sales and customer issues
• Interprets and administers policies, adopts and implements customer service process improvements
• Impacts the quality, efficiency and ongoing operations of their own team; impacts related teams through results, quality and service provided
• Ensures ongoing service delivery by making process and capacity decisions, guided by practices, procedures and operating plans
• Communicates complex sales and process information in a simplified manner, conveys performance expectations, role models handling of sensitive issues
• Generally reports to a Group Manager

EXPERIENCE AND / OR EDUCATION

• Undergraduate degree preferred
• 3+ years related experience

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/stores. 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.

Our 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. Learn more

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.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

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.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet