Personal Banking Associate Trainee

TD•Oshawa, ON

4d•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 key representative, engaging customers in conversations about advice, service, education, digital tools, and general information. A significant part of the role involves discovering and advising on customer needs, educating them on digital banking trends and products, and promoting TD Bank products and services, particularly Everyday Banking products and personal unsecured lending. The trainee will also serve as a point of contact for customer issues, ensuring timely and appropriate resolution, and will support frontline transactions. The position requires a broad knowledge of the bank's products and services, with the ability to provide recommendations and guidance to customers and internal partners. The role involves handling moderately complex situations and suggesting improvements to work practices and customer service processes. The trainee will build working relationships with customers and related teams, and generally reports to an Assistant Branch Manager or Branch Manager.

Requirements

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