Customer Service Officer II - National Real Estate Group

TD•Montreal, QC

9d•CA$52,700 - CA$74,400•Onsite

About The Position

This role is within the Personal & Commercial Banking line of business at TD, a leading global financial institution. The Customer Service Officer II (CSO II) is responsible for meeting or exceeding customer service targets, facilitating customer requests by leveraging various partners, and delivering exceptional service. The CSO II acts as a first point of contact for administrative needs and questions, resolves issues where possible, and develops a network of contacts across TD to enhance customer service. 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 CSO II supports internal partners with projects, understands the impact of changes on customer businesses, and assists Relationship Managers/Analysts and Account Managers with credit administrative matters, including documentation, financial statements, and uploading reports. The position requires active contribution to sales results through cross-selling and referring products and services, facilitating investment requests, and providing effective credit administration. Ensuring compliance with Bank and Industry Codes of Conduct is also a key aspect of the role. The CSO II is expected to be a team player, contribute to a positive work environment, continuously enhance knowledge and expertise, and participate in personal development activities. The role requires specialized expertise in complex transactions and product features, a range of products, services, concepts, and processes with moderate to high complexity/risk, and the ability to identify complex problems and formulate solutions. The CSO II has a direct impact on the quality of duties performed and services provided to the sales team and unit supported, implementing sales and customer service procedures. Tact is required for exchanging information and handling sensitive customer data. This position generally reports to a Lead CSO, MCC, or MCS.

Requirements

Undergraduate degree
1+ years of related experience

Nice To Haves

Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec les clients qui ont besoin de services et de soutien dans une langue autre que le français.

Responsibilities

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 (CCSC, Visa, Retail Bank, etc.) ensuring a warm hand off where appropriate, and follow up process is in place.
Deliver legendary service at every interaction and execute on plans to continuously improve the customer experience.
Act as a first point of contact for the 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 in order to continuously improve their knowledge and ability to service 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.
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 first point of contact with customers on credit administrative matters such as following for documentation and/or obtaining Financial Statements and Accounts Receivable lists. Responsibilities also include uploading 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 the 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.