TD Bank Group – Customer Service Representative

Headquartered in Toronto, Canada, with more than 80,000 employees in offices around the world, The Toronto-Dominion Bank and its subsidiaries are collectively known as TD Bank Group (TD). TD offers a full range of financial products and services to more than 24 million customers worldwide through three key business lines:

• Canadian Retail including TD Canada Trust, Business Banking, TD Auto Finance (Canada), TD Wealth (Canada), TD Direct Investing and TD Insurance
• U.S. Retail including TD Bank, America’s Most Convenient Bank, TD Auto Finance (U.S.), TD Wealth (U.S.) and TD’s investment in TD Ameritrade
• Wholesale Banking including TD Securities

TD had CDN$1.2 trillion in assets on January 31, 2016. TD also ranks among the world’s leading online financial services firms, with approximately 10.4 million active online and mobile customers. The Toronto-Dominion Bank trades on the Toronto and New York stock exchanges under the symbol “TD”.

The Toronto-Dominion Bank is a chartered bank subject to the provisions of the Bank Act (Canada). It was formed on February 1, 1955 through the amalgamation of The Bank of Toronto, chartered in 1855, and The Dominion Bank, chartered in 1869.

TD Canada Trust is TD’s customer-focused personal and small business banking business. Serving more than 11 million customers nationally, TD Canada Trust provides a full range of financial products and services through its branch banking network, telephone, internet banking, and ‘TD Green Machine’ automated banking machines.

The Customer Service Representative performs customer transactions, providing legendary service & advice to create legendary customer experiences. This role is required to understand customer needs and identify opportunities to promote TDCT products and services to the customers, referring them to appropriate team members or internal Bank partners. The Customer Service Representative reports to either the Manager Customer Service or Manager Customer Service and Sales.

• Create a legendary customer experience at every interaction and look for ways to contribute to the ongoing improvement of the overall branch customer experience
• Complete financial transactions such as deposits, withdrawals, bill payments and/or other account transactions for customers in an accurate and efficient manner
• Ensure the customer area is professional and inviting in appearance
• Ensure customer problems are handled appropriately, escalating issues when necessary
• Proactively demonstrate lobby leadership in the customer lounge, help & advice area and in self serve areas of the branch with the goal to deliver an enhanced customer experience and create a positive “First Impression’” by greeting and engaging customers in a range of sales, service and informational conversations

Develop and Manage the Team / Teamwork

• Contribute to a positive working environment
• Actively participate in the performance management process
• Meet professional/personal development objectives by utilizing learning maps
• Actively participate in regular meetings and coaching sessions

Business Results

• Engage customers in conversation to understand and meet their current and future financial needs by proactively providing them with advice and appropriate products and services
• Contribute to the achievement of branch business objectives by meeting or exceeding individual sales & referral goals
• Understand and meet the needs of customers by providing them with advice on appropriate products and services, and/or identify sales opportunities and refer customers to appropriate team members or TD partners
• Contribute to the timely and accurate completion of branch administration work

Internal Practices & Processes

• Contribute to the branch objective for Operational Excellence
• Be knowledgeable of and comply with Bank and industry codes of conduct and with securities laws and regulations
• Understand and apply bank/branch operating policies and procedures – which may include assisting with the branch opening and closing procedures on a rotational basis
• Ensure necessary due diligence to support the accuracy of all customer transactions

It is understood that you will have flexibility to work evenings and weekends when required on a rotational basis as part of the branch team.