Work Location:

Montréal, Quebec, Canada

Hours:

37.5

Line of Business:

Personal & Commercial Banking

Pay Details:

52 700 $ - 74 400 $ 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:

Provides a broad range of service / advice support to representatives and is responsible for resolving escalated issues with customer / partners.

KEY ACCOUNTABILITIES

CUSTOMER

Provide courteous, efficient, and professional customer service to ensure inquiries, advice, and/or issues are managed promptly and effectively under all conditionsAct as point of escalation for resolving customer / partner issues by analyzing options and determining solutions that are best suited for the customer / partner and escalate when necessaryFoster good relationships with customers and/or partners to positively contribute to the overall customer/partner experienceEngage customers/partners in conversation to understand and meet their current and future products/ advice and/or service needs by proactively providing them with information/advice/guidanceExpected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needsIdentify cross-sell opportunities and/or refer customers/partners to internal Bank partnersManage relationships with product partners to resolve complex issuesMay be expected to possess comprehensive knowledge of the market, competitive offers, and economic trends in order to contribute to overall customer/partner experience

SHAREHOLDER

Prioritize, assign and monitor the daily workflow ensuring processing is completed meeting Service Level goalsMonitor and manage daily touch points and work distribution if necessaryIdentify, lead and actively participate in process improvements and determine solutions that will allow business to growPromote full suite of products, advice, services and banking capabilitiesOffer advanced knowledge of practices and procedures within own area of responsibility and keep abreast of emerging trends for own business areaAcquire and apply expertise in the discipline, provide guidance, assistance and direction to othersContribute to business objectives for Operational ExcellenceProtect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities where further clarity and interpretation is required for higher complex polices or rules Ensure necessary due diligence to support the accuracy of all customer transactions / activitiesKeep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impactsMaintain a culture of risk management and control, supported by effective processes in alignment with risk appetiteAssume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

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 interestSupport the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unitKeep current on emerging trends/ developments and grow knowledge of the business, related tools and techniquesParticipate in personal performance management and development activities, including cross training within own teamKeep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activitiesContribute 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 workforceAct as a brand champion for your business area/function and the bank, both internally and/or externally

BREADTH & DEPTH

Requires specialized expertise and performs multiple and/or diverse tasks that are highly complex, involving multiple steps, systems, and jurisdictionsTransactions and activities require expert knowledge across a broad range or variety of products, processes or systems within own area of specialty and where transactions could be characterized by moderate to high riskGathers and analyzes data to identify and solve complex problems, escalates as requiredUses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines.Generally interacts with internal customers / partners for functions performed and/or external customersActs as a team lead, coordinating the work of others and providing coaching to maintain service, process and product standardsProvides process / policy guidance to others (e.g. within team, internal partners)Focus of work is weekly, monthly and/or longer with addition of ad-hoc and initiative-based requests, as requiredRequires subject matter expert in a range of technical processes and procedures through job related training and considerable on the job experience to perform a range of work assignmentsRequires advanced knowledge of the business unit / operational functions as well as regulatory issues/ requirements for jurisdictions supportedGenerally reports to a Team Manager

EXPERIENCE & EDUCATION

Undergraduate degree and/or2+ years relevant experienceNOTE:  Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

Preferred Candidate Identified.

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