Customer Account Specialist Iii, Customer Assistance - Markham, Canada - TD Bank

TD Bank

Verified Company

Markham, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

412872BR

Call Center

Markham, ON

July 31, 2023

Hours

37.5

Workplace Model

Hybrid

Pay Details

Department Overview

Understand the financial needs of customers and provides appropriate solutions / advice / guidance and /or recommendations on a range of complex financial products and services.

This role contributes to the growth of the business by developing and deepening new / existing relationships.

Job Details

CUSTOMER:

Provide courteous, efficient, and professional customer service to ensure inquiries, sales and/or issues are managed promptly and effectively under all conditions
Engage customers/partners in conversation to understand and meet their current and future products/ sales and/or service needs by proactively providing them with information/advice/guidance
Offer advanced knowledge and/or advice/guidance as it relates to their respective business area
Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
May identify crosssell opportunities and/or refer customers/partners to internal Bank partners
Expected 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 needs
Identify crosssell opportunities and/or refer customers/partners to internal Bank partners

SHAREHOLDER:

Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / sales opportunities and referrals, to increase profitability and enable business growth
Promote and offer full suite of products, sales, services and banking capabilities
Contribute to business objectives for Operational Excellence
Support the timely and accurate completion of business processes and procedures
Protect the interests of the organization identify and manage risks, and escalate nonstandard, high risk transactions / activities as necessary
Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
Identify, suggest and actively participate in process improvement opportunities
Ensure necessary due diligence to support the accuracy of all customer transactions / activities
Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

Job Requirements

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 uptodate about the status / progress of projects and / or all relevant or useful information related to daytoday 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 champion for your business area/function and the bank, both internally and/or externally

BREADTH & DEPTH

Requires specialized expertise to provide customer /partner support on complex transactions, activities and product feature advice and guidance
Provide exceptional inbound and/or outbound sales and/or service support to customers/partners on a range of moderate to high complexity financial products and services
Acts as a sales process/product expert to customers and/or internal partners
Identifies complex problems and formulates the most appropriate solution and escalates if necessary
Uses insights into how the team integrates with other teams to coordinate efforts and resources to achieve shared objectives
Has direct impact on the quality of the duties performed, or services provided, to the sales team and the unit supported
Implements sales and customer service procedures and approaches to complete work
Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions
Generally requires specific formal certifications at this level of expertise
Generally reports to a Team Manager

**EXPER