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Work Location:
Montréal, Quebec, Canada
Hours:
37.5
Line of Business:
Personal & Commercial Banking
Pay Details:
We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.
Job Description:
KEY ACCOUNTABILITIES
CUSTOMER
Create an exceptional customer experience with every client interaction and contribute to the ongoing improvement of the overall customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
Identify customer needs and determine solutions to customer problems
Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions
Offer comprehensive product knowledge and/or 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 cross-sell 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 cross-sell opportunities and/or refer customers/partners to internal Bank partners
Complete a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
Identify customer needs and determine solutions to customer problems, particularly as it relates to digital banking products and services
SHAREHOLDER
Contribute to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth
Promote full suite of products, advice, services and banking capabilities
Understand and apply operating policies and procedures
Contribute to business objectives for Operational Excellence
Support the timely and accurate completion of business processes and procedures
Escalate non-standard or hig- 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
Support and participate in process improvement opportunities
Ensure necessary due diligence to support the accuracy of all customer transactions / activities
Be knowledgeable of and comply with Bank 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 interest
Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
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 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 expertise in a variety of advice and service related activities to provide customers / partners with advice on transactions, activities and product features
Requires advanced skills and expertise in a defined set of products and processes and could be characterized by moderate complexity/risk
Provides subject matter guidance to customers and/or partners
Gathers and analyzes data to identify and to help solve complex problems
Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
Understands how the team works together to coordinate their efforts and resources to achieve objectives of a business area
Impacts their own team and other teams whose work activities are closely related
Recommends modifications to existing advice or customer service processes and solutions to improve the efficiency of the team
Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessary
May require specific formal certifications at this level of expertise
Generally reports to a Team Manager
EXPERIENCE & EDUCATION
High school diploma and one (1) or more years of relevant experience
Must be bilingual in both English and French
Advanced skills and expertise in a variety of advice and service related activities to provide customers / partners with advice on transactions, activities and product features
Sound communication skills to communicate unusual and/or complex content in a clear manner
Possess computer & multi-tasking skills
Thrive in a dynamic and time-sensitive environment
Advanced knowledge of our business and understand the functions of our various business areas
Passionate and engaging individual with a desire to consistently and compassionately deliver superior customer experience
Successful candidates must be available to start training for our June start date .
Training:
Specialized business and industry training and ongoing support provided throughout employee onboarding period, with attendance for all training being mandatory.
13 weeks full time paid training - Monday to Friday, 9am to 5pm
Hours:
Full time: 37.5 hours a week
You must be available and flexible to work a rotational shift; this is a week by week schedule that will have you rotating weekly start periods of days, afternoon and evening shifts 7am-10pm Monday to Friday. You will receive two consecutive days off and you will have a 3 week advance notice of your rotational shift.
The first 60 days of training onsite, hybrid afterwards.
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 (http://www.td.com/ca/en/about-td/who-we-are/benefits-of-working-at-td)
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
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:
Ce poste n'a pas d'exigences linguistiques spécifiques /This job has no specific language requirements.
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