Lead Customer Service Officer

TD•Windsor, ON

2d•CA$57,100 - CA$80,600•Onsite

About The Position

The Customer Service Officer (CSO) position supports teams of Relationship Managers/Analysts and/or Account Managers in meeting the day to day needs of the customers of those portfolios, as well as to onboard new customers to the bank. This position is accountable to deliver legendary customer experience and support profitable business growth. The role involves leading a team responsible for a wide range of processes, completing day-to-day processes/transactions/activities involving multiple steps and systems. It requires advanced skills and expertise in a range of products, services, processes, procedures, and systems, with transactions potentially carrying moderate risk. The role requires an intermediate level of process management knowledge and a good understanding of the business and operational functions supported. The Lead CSO closely monitors workflows, prioritizes tasks, delegates duties and responsibilities, and generally focuses on short to medium-term horizons. They plan, organize, and coordinate activities for their area, resolve operational issues, and manage a team with a low to moderate risk potential. Decision-making authority is generally limited to less complex, non-standard issues or exceptions, and they effectively handle day-to-day issues by determining the most appropriate course of action for resolution. Generally, this role reports to a Unit Leader.

Requirements

Undergraduate degree preferred
3+ years related experience

Responsibilities

Meet or exceed 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.
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.
Ensure CSO support is maximized for Relationship/Account Managers, Analysts and in credit administrative matters.
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 follow-up and closing.
Review, approve and sign off on AML/KYC reviews and account openings for new and existing clients by following a consistent quality control process measured by monthly audit testing results.
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.
Cross-sell 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.
Ensure the team leverages proficiency of various software applications/programs to ensure timely and accurate preparation of documentation required for portfolio management, client maintenance and risk reporting.
Adhere to the principles and be accountable for completion of tasks outlined in the "Commercial Monitoring and Control Guide".
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 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.
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 projects 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.