Customer Service Officer I

TD•St. John's, NL

2d•CA$45,300 - CA$63,900•Onsite

About The Position

This role is responsible for meeting or exceeding customer service targets and actively contributing to unit goals. The Customer Service Officer will facilitate customer requests by leveraging various partners within TD, ensuring smooth handoffs and follow-up processes. A key aspect of the role is to deliver exceptional service in every interaction and to execute plans for continuous improvement of the customer experience. The officer will act as a first point of contact for day-to-day administrative needs, questions, and concerns, resolving them when possible or escalating to the appropriate Relationship Manager (RM) or Account Manager (AM). Developing a strong network of contacts across TD is essential for enhancing knowledge and service capabilities. The role also involves "Delivering the Bank" by identifying, recommending, and referring appropriate TDBG Business Partners and Products to existing and new customers to maximize revenue, profit, and relationship retention. Additionally, the officer will support internal partners with ongoing projects and understand how changes impact customer businesses.

Requirements

High school education; undergraduate degree preferred
1+ years of related experience

Responsibilities

Meet or exceed CSO LEI target and actively contribute to the unit meeting or exceeding its LEI target.
Facilitate customer requests by leveraging various partners (CCSC, Visa, Retail Bank, etc.), ensuring warm handoffs and follow-up processes.
Deliver legendary service at every interaction and execute plans to continuously improve the customer experience.
Act as a first point of contact for day-to-day administrative needs, questions, and concerns, resolving them where possible and communicating to the RM or AM as appropriate.
Develop a network of contacts across TD to continuously improve knowledge and ability to service customers.
Identify, recommend, introduce, and refer 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.
Support Relationship Managers/Analysts and Account Managers in credit administrative matters.
Assist in building new relationships and deepening existing customer relationships by consistently following the Business Banking Relationship Methodology.
Act as the first point of contact with customers on credit administrative matters, such as following up on documentation and obtaining Financial Statements and Accounts Receivable lists.
Upload customer reports/documentation into the appropriate systems.
Actively contribute to sales results by identifying and cross-selling products and services when performing internal duties or interfacing with customers (both new and existing) to maximize revenue/profit and retention of relationships.
Actively refer to other business partners both within Business Banking and across TDBG and respond effectively to reciprocal referrals.
Facilitate investment requests between customers and Business Banking Investments where required.
Provide effective credit administration for the portfolio both within the Unit and by interfacing with functions across the TDBFG.
Assist RM/AM with obtaining/compiling all supporting documentation required to complete credit applications and process funding requests.
Prepare reminder, follow-up and default letters and follow up on outstanding security documentation.
Partner with administrative support groups to facilitate activities, such as programming credits, making payments, advancing funds, etc.
Ensure products and services are sold and operate in a compliant manner, minimizing regulatory compliance and operational risk to the Bank.
Complete all compliance and attestations within required timelines.
Be knowledgeable of and comply with Bank and Industry Codes of Conduct.
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 up-to-date about the status/progress of requests and/or all relevant or useful information related to day-to-day 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 ambassador for your business area/function and the bank, both internally and/or externally.