Customer Account Specialist II, Customer Assistance

Work Location: London, Ontario, Canada

Hours: 37.5

Line of Business: Personal & Commercial Banking

Pay Details: $47,200 - $66,600 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience  compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job‑related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

• Provide courteous, efficient, and professional customer service to ensure inquiries, sales, and/or issues are managed promptly and effectively under all conditions.
• Engage customers / partners in conversation to understand and meet their current and future products and service needs by proactively providing them with information / guidance.
• Offer comprehensive product knowledge and/or guidance as it relates to their respective business area.
• Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary.
• May identify cross‑sell opportunities and/or refer customers/partners to internal Bank partners.
• Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of customer/partner life cycle needs.
• Identify cross‑sell opportunities and/or refer customers/partners to internal Bank partners.

• Contribute to the achievement of business objectives by identifying sales opportunities and referrals, enabling business growth.
• Promote full suite of products, sales, 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 client / 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 champion for your business area/function and the bank, both internally and/or externally.

• Requires expertise in a variety of sales and service related activities to provide customers / partners with advice on transactions, activities and product features.
• Requires advanced skills and expertise in a defined set of products and processes and could be characterized by moderate complexity/risk.
• Provides subject matter guidance to customers and/or partners.
• Gathers and analyzes data to identify and to help solve complex problems.
• Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines.
• Understands how the team works together to coordinate their efforts and resources to achieve…