Lease and Loan Documentation and Sales Support - Customer Service Officer

TD • Burlington, ON

18d • $52,700 - $74,400 • Onsite

About The Position

This role is for a Customer Service Officer within Personal & Commercial Banking at TD, located in Burlington, Ontario. The position involves providing comprehensive support for lease and loan documentation and sales, focusing on delivering exceptional customer service. The officer will act as a primary point of contact for administrative needs, resolve customer inquiries, and collaborate with various internal partners to ensure seamless service delivery. A key aspect of the role is to "Deliver the Bank" by identifying and referring appropriate TDBG Business Partners and Products to existing and new customers to maximize revenue and retention. The role also supports Relationship Managers and Account Managers in credit administrative matters, assists in building and deepening customer relationships, and ensures all activities are conducted in a compliant manner, minimizing regulatory and operational risk.

Requirements

• Undergraduate degree
• 1+ years of related experience

Nice To Haves

• Requires specialized expertise to provide complex transaction/ product feature advice and guidance to customers.
• Requires specialized skills and expertise in a range of products, services, concepts and processes and could be characterized by moderate - high complexity / risk.
• Acts as an account and credit administration process/ product expert to customers and/or internal partners.
• Identifies complex problems and formulates the most appropriate solution.
• Uses insights into how the customer or sales 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, reports to a Lead CSO or MCC or MCS.

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.

Benefits

• base salary
• variable compensation
• health and well-being benefits
• savings and retirement programs
• paid time off
• banking benefits and discounts
• career development
• reward and recognition programs
• training programs
• competitive benefits plan
• online learning platform
• mentoring programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level