Lead Customer Service Officer - Hamilton, Canada - TD Bank

TD Bank

Verified Company

Hamilton, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

TD Description
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Department Overview

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 followup and closing
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
Crosssell 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
Adhere to the principles and be accountable for completion of tasks outlined in the "Commercial Monitoring and Control Guide"
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

Job Requirements

EMPLOYEE / TEAM

Cultivate and model the Colleague Promise to support colleague growth, and a culture of care; make an impact at work and in our communities by leading with authenticity and supporting well being to represent TD's brand
Connect the alignment of colleague's contributions with the TD Shared Commitments
Support an engaged and diverse team where every colleague and customer are valued, respected, and listened to; committed to a common goal and collaborate to move with speed and get things done
Participate in identifying talent in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
Support colleague growth by encouraging colleague development to achieve career and business objectives; delivering timely motivating appreciation and recognition to all colleagues
Support a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and from colleague listening opportunities to continuously improve the colleague experience and grow your personal leadership
Support your team through change and promote an environment where teams feel psychologically safe to challenge current practices by modeling resiliency and flexibility, providing guidance and support on changing priorities and empowering colleagues to drive innovation
Lead a highperformance culture by setting team targets and objectives, providing ongoing feedback/coaching and conducting Quarterly Check-Ins for all colleagues to drive accountability and business results
Manage employees in compliance with all human resources policies, procedures and guidelines of conduct

BREADTH & DEPTH

Leads a team, responsible for a wide range of processes, and in completing daytoday processes / transactions / activities, involving multiple steps, systems
Requires advanced skills and expertise in a range of products and services, processes, procedures and systems in a set of focus areas, where transactions could be characterized by moderate risk
Requires intermediate l