Lead Customer Service Officer

About the role

Work Location: Windsor, Ontario, Canada Hours: 37.5 Line of Business: Personal & Commercial Banking Pay Details: $57,100 - $80,600 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 at TD. Our 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. Job Description: The Customer Service Officer (CSO) position supports teams of Relationship Managers/Analysts and/or Account Managers in meeting the day to day needs of the customers of those portfolios, as well as to onboard new customers to the bank. This position is accountable to deliver legendary customer experience and support profitable business growth. CUSTOMER Meet or exceed LEI target and be actively involved in ensuring the unit meets or exceeds its' LEI target. Facilitate customer requests leveraging various partners (CCSC, Visa, Retail Bank, etc.) ensuring a warm hand off where appropriate, and follow up process is in place. Deliver legendary service at every interaction and execute on plans to continuously improve the customer experience. Act as a first point of contact for the day to day administrative needs, questions and concerns, resolving them where possible, and communicating to the RM or AM as appropriate. Develop a network of contacts across TD in order to continuously improve their knowledge and ability to service customers. "Deliver the Bank" to our customers by identifying, recommending, introducing and referring appropriate TDBG Business Partners and Products to existing and new customers to maximize revenue/profit and retention of relationships. Support internal partners with ongoing projects and develop a clear understanding of how changes will affect a customer's business SHAREHOLDER Ensure CSO support is maximized for Relationship/Account Managers, Analysts and in credit administrative matters Ensure CSOs actively contribute to sales results by identifying potential sales opportunities; "warming up" referrals by asking questions to better establish specific needs of the customers; and referring opportunities to the appropriate person for follow-up and closing Review, approve and sign off on AML/KYC reviews and account openings for new and existing clients by following a consistent quality control process measured by monthly audit testing results. Ensure CSOs facilitate investment requests between customers and Business Banking Investments where required Actively refer to other business partners both within Business Banking and across TDBG and respond effectively to reciprocal referrals Assist with building new relationships and deepening existing customer relationships Cross-sell products and services to existing and new customers to maximize revenue/profit and retention of relationships Ensure products and services are sold and operate in a compliant manner minimizing the regulatory compliance and operational risk to the Bank. Complete all compliance training and attestations within required timelines. Ensure CSO team provide effective account and credit administration for their portfolios Ensure the team leverages proficiency of various software applications/programs to ensure timely and accurate preparation of documentation required for portfolio management, client maintenance and risk reporting Adhere to the principles and be accountable for completion of tasks outlined in the "Commercial Monitoring and Control Guide" Ensure CSOs assist RM/AM with obtaining/compiling all supporting documentation required to complete credit applications and process funding requests. Prepare reminder, follow-up and default letters and follow up on outstanding security documentation. Ensure CSOs partner with administrative support groups to assist with programming credits, making payments, advancing funds, etc. Follow, and ensure CSOs are knowledgeable of and comply with, Bank and Industry Codes of Conduct May manage office administration processes, premises and organizational changes 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 Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit Keep current on emerging trends/ developments and grow knowledge of the business, related too

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