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Td Bank Personal Banking Associate - Robert-Bourassa full-time Canada, Quebec, Montreal 660827280
CUSTOMER
- Create a consistent and exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience
- Leads the customer onboarding experience to assist each customers in becoming digitally enabled, building their day-to-day banking capabilities, and beginning their savings and investing journey
- Act as the premier branch representative, by consistently welcoming customers in the lobby, addressing simple needs, assisting customers with navigation and coordinating introductions to other branch colleagues or partners for a seamless customer experience
- Educate and activate Digital advice, enabling customers to optimally self-serve for their banking needs
- Ask thoughtful questions to uncover and understand Customer needs, owning solutions that align to mandate and bringing in an expert for needs outside of capability
- 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.), personal unsecured lending, and investing
- Take ownership of resolving customer problems, seamlessly handing off customer to a knowledgeable colleague to own resolution when required
- Maintain a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines
- Support the frontline with both cash and non-cash transactions, ensuring to deliver customer experiences by connecting with each customer, providing advice & deepening customer relationships
SHAREHOLDER
- 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 and completed is accurate, properly reflects the customer/business' intentions, and retained in accordance with business policies and procedures
- Support and participate in process improvement opportunities
- Ensure necessary due diligence to support the accuracy of all customer transactions / activities
- Assume responsibility to minimize operation and regulatory risk by gaining/maintaining knowledge and complying with the Bank's Code of Conduct and Ethics and relevant Laws, Rules, and Regulations, Industry Code of Conduct and Commitments, and business line policies and procedures
- Know and comply with AML and Regulatory policies and procedures
EMPLOYEE / TEAM
- 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
- Collaborate with branch colleagues to move with speed and get things done
- Demonstrate inclusivity by taking meaningful action to support colleagues and customers across all dimensions of diversity, including those from underrepresented communities
- 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 within the parameters of the TD Code of Conduct and Ethics
BREADTH & DEPTH
- Requires developed knowledge and skills to offer service and advice for a range of product and services
- Requires a broad knowledge and understanding of the full product suite, services and processes of business area, and could be characterized by low to moderate complexity / risk
- Provides recommendations and guidance to customers and / or internal partners
- Provides solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes
- Evaluates issues, errors and problems based on practices and existing precedents or procedures
- Understands how branch colleagues work together to accomplish team objectives and ensure a consistent positive customer experience
- Supports the quality, timeliness and effectiveness of the overall customer experience
- Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the customer experience and advice
- Explains detailed and/or complicated information within the team; builds working relationships with customers and related teams
- Requires full proficiency gained through job related training to perform a range of activities
- Generally reports to an Assistant Branch Manager or Branch Manager
EXPERIENCE & EDUCATION
- High School diploma and/or
- 1+ years of relevant experience
- Investment Funds Canada (IFC) or equivalent –post-appointmentwithin 6 months
- Post-Secondary or Undergraduate degree (in related field) preferred
Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
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