Personal Banking Associate Trainee

TD•Oshawa, ON

3d•CA$45,700 - CA$61,000•Onsite

About The Position

This role focuses on creating an exceptional customer experience within a branch setting. The Personal Banking Associate Trainee will act as a lobby leadership representative, engaging customers in conversations about advice, service, education, digital tools, and general information. A key part of the role involves discovering customer needs through questioning and educating them on various banking channels like mobile, ATM, and online banking. The associate will also promote TD Bank products and services, with a focus on Everyday Banking products and personal unsecured lending. They will serve as a point of contact for customer issues, ensuring timely resolution and escalating when necessary. Maintaining a professional branch environment and supporting frontline transactions are also responsibilities. The role contributes to business objectives by identifying opportunities and referrals, promoting the full suite of products and services, and adhering to operating policies and procedures. Accuracy in documentation and compliance with the Bank Code of Conduct are essential. Teamwork, continuous learning, and knowledge transfer are expected, as is participation in personal development activities. The role requires a broad understanding of products, services, and processes, with a moderate level of complexity and risk. The associate will provide recommendations and guidance, solve customer problems, and suggest improvements to work practices. They will explain detailed information and build relationships with customers and related teams. This position generally reports to an Assistant Branch Manager or Branch Manager.

Requirements

High School diploma and/or
1+ years of relevant experience

Nice To Haves

Post-Secondary or Undergraduate degree (in related field) preferred

Responsibilities

Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience
Act as the premier lobby leadership branch representative, by greeting and engaging customers in a range of advice, service, educational, digital, and informational conversations
Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions
Train and educate customers on mobile, ATM, and online banking, as well as building customer-centric confidence with digital and emerging banking trends
Educate and promote TD Bank products and services which align to customer needs, with specific focus on Everyday Banking products (e.g., chequing, savings, credit cards, etc.) as well as personal unsecured lending
Point of contact for all customer problems, ensuring concerns are handled appropriately and within a timely fashion, escalating where necessary
Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines
Support the frontline with transactions, both cash and non-cash, as scheduled
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 high-risk transactions / activities as necessary
Ensure documentation that is prepared / completed is accurate and properly reflects customer / 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
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 ambassador for your business area/function and the bank, both internally and/or externally