Work Location:

Mount Laurel, New Jersey, United States of America

Hours:

40

Pay Details:

25.00 - 37.25 USD

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.

Line of Business:

Sales & Customer Distribution Support

Job Description:

To assist our Complaints Team in handling customer concerns, internal reporting and departmental coordination. This role is vital in ensuring the department operates efficiently and professionally, supporting both the complaints handling process and team productivity.

Depth & Scope:

Professional role with a focus on providing customer complaint management and/or advisory support of moderate complexity within their own area of specialtyRequires expanded knowledge of products/services and key competitorsUnderstands key business and customer drivers and processes in the context of own workSound knowledge of assigned customers’ needs, the competitive landscape and broader market factorsCoordinates activities and timelines across multiple teams to ensure customer needs are metInvestigates and analyzes possible alternative solutions and approaches based on documentation of the customer fact patternSimplifies information to customers, clarifies unique situations and leads coordination of information to ensure service and standards are metWork performed under management guidance and supervisionProvides advice, guidance and support, including recommendations with respect to recovery from Markets, and Business LinesPrepares written acknowledgements and responses to Customer concernsMaintains up to date contact information for Business Line Subject Matter ExpertsAccurately tracks all correspondence, Customer contact and problem resolution in Complaint Tracking SystemResolves Chairman's and escalated complaints and disputesResponds to all Customer complaints in a professional, courteous and efficient mannerPerforms to strict internal Service Level AgreementsDevelops and maintains strong collaborative relationships with Senior Business Line Leaders, Business Lines, Partners and PeersActs as liaison between Customers and Business Lines, when appropriateUtilizes and follows Compliance/Risk control programsEnsures necessary due diligence is taken to support accuracy of all Customer transactions

Preferred Skills:

Manage calendars, meetings, and internal communications for the teamPrepare reports, and presentationsMaintain and organize digital files for compliance and tracking purposesAssign incoming complaints accurately to the teamAssist in mailing responses, ensuring SLAs are metOther duties may be assigned

Education & Experience:

Undergraduate degree preferred3+ years relevant experienceFundamental knowledge of  complaint management, consulting principles, lines of businesses supported, banking industry, and product/customer marketsAbility to interact with internal and external Customers in a professional manner to provide exceptional customer serviceSkilled in actively listening to gain more information, improve understanding of a certain topic or different point of viewKnowledge of current product and services and emerging competitor and industry trendsKnowledge of risk management environment, standards, regulations and mitigationKnowledge of project/program support, planning, implementation and impactsAbility to exercise sound judgement in making decisionsAbility to communicate effectively in both oral and written formAbility to work collaboratively and build relationshipsSkilled in using analytical software tools, data analysis methods and reporting techniques to translate into data insights and actionable recommendationsSkill in using computer applications including MS OfficeAbility to analyze, organize and prioritize work while meeting multiple deadlinesAbility to work successfully as a member of a team and independentlyAbility to handle confidential information with discretion

Customer Accountabilities:

Ensures that timely, customer focused complaint resolutions are achieved for a wide variety of customer concerns that have been escalated through various channelsLiaises with internal and external partners and other areas of the Bank to ensure smooth, seamless resolution of complex customer problemsCreates and maintains process documentation, robust reporting and streamlined business expectations for each business partnerParticipates in development of the evolution of customer complaint strategy for the businessRecommends and produces best in class complaint handling processes and procedures that increase efficiencyLeads and executes claims service and employee experience initiatives within business segmentProvides guidance and caching to customer issue resolution areas and to business leaders with an aim to influence and enhance customer-centric capabilitiesActs as customer champion, provides frontline feedback to customer strategy and process improvement functions to identify client pain points and opportunities for improvementActively listens to customer concerns and assists with identifying options to help resolve the issue

Shareholder Accountabilities:

Develops/implements strategies to minimize/resolve customer issues/complaints, minimize business loss, enable growthPlans and executes customer experience and resolution activities, reviews and communicates results, and adjusts tactics accordinglyContributes to business objectives for Operational ExcellenceProtects the interests of the organization – identifies and manages risks, and escalates non-standard, high risk transactions/activities as necessaryEnsures documentation that is prepared/completed is accurate and properly reflects client/business intentions and is consistent with relevant rules/regulationsEnsures respective programs/policies/practices are well maintained, meets business needs, complies with internal and external requirements, and aligns with business prioritiesConsistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriateIdentifies, suggests and actively participates in process improvement opportunitiesActively manages relationships within and across various business lines/corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirementsEnsures necessary due diligence to support the accuracy of all customer transactions/activitiesEnsures business operations are in compliance with applicable internal and external requirements ( e.g. financial controls, segregation of duties, transaction approvals and physical control of assets)Monitors service, productivity and assesses efficiency levels within own function and implements continuous process/performance improvements where opportunities existsKeeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impactsMaintains a culture of risk management and control, supported by effective processes in alignment with risk appetiteAssumes responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

Employee/Team Accountabilities:

Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/points of interestProvides thought leadership and/or industry knowledge for own area of expertise and participates in knowledge transfer within the team and business unitKeeps current on emerging trends/developments and grows knowledge of the business, related tools and techniquesParticipates in personal performance management and development activities, including cross training within own teamKeeps others informed and up-to-date about the status/progress of projects and/or all relevant or useful information related to day-to-day activitiesContributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practicesLeads, motivates and develops relationships with internal and external business partners/stakeholders to develop productive working relationshipsContributes to a fair, positive and equitable environment that supports a diverse workforceActs as a brand ambassador for your business area/function and the bank, both internally and/or externally

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

Domestic Travel – OccasionalInternational Travel – NeverPerforming sedentary work – ContinuousPerforming multiple tasks – ContinuousOperating standard office equipment - ContinuousResponding quickly to sounds – OccasionalSitting – ContinuousStanding – OccasionalWalking – OccasionalMoving safely in confined spaces – OccasionalLifting/Carrying (under 25 lbs.) – OccasionalLifting/Carrying (over 25 lbs.) – NeverSquatting – OccasionalBending – OccasionalKneeling – NeverCrawling – NeverClimbing – NeverReaching overhead – NeverReaching forward – OccasionalPushing – NeverPulling – NeverTwisting – NeverConcentrating for long periods of time – ContinuousApplying common sense to deal with problems involving standardized situations – ContinuousReading, writing and comprehending instructions – ContinuousAdding, subtracting, multiplying and dividing – Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

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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 base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. 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.

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

TD Bank is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com.  Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.