Customer Service Officer I (179)

TD; Calgary; On-site; CAD 47,200 - 66,600; Full time

Job summary

A leading financial institution in Calgary is seeking a Customer Service Officer I to deliver exceptional customer service and support Relationship Managers. Responsibilities include facilitating customer requests, assisting with credit administration, and ensuring compliance with bank policies. Candidates should have at least 1 year of related experience and a high school education. This role offers full-time employment with competitive compensation ranging from $47,200 to $66,600 CAD annually.

Qualifications

• 1+ years of related experience.
• Ability to facilitate customer requests and deliver legendary service.
• Knowledge of credit administration and compliance.

Responsibilities

• Support Relationship Managers in customer interactions.
• Deliver exceptional service to meet customer needs.
• Assist with credit administrative tasks and documentation.

Skills

Customer service

Administrative support

Product knowledge

Education

High school education

Undergraduate degree

Job description

Join to apply for the Customer Service Officer I (179) role at TD

Work Location: Calgary, Alberta, 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 and skill development are defining features of the colleague experience at TD. Our compensation policies and practices are designed to allow colleagues to progress through the salary range over time as they progress in their 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 onboarding new customers to the bank. This position is accountable to deliver legendary customer experience and support profitable business growth.

Customer

• Meet or exceed CSO LEI target and actively ensure the unit meets or exceeds its LEI target.
• Facilitate customer requests leveraging various partners (CCSC, Visa, Retail Bank, etc.), ensuring a warm hand‑off and follow‑up process.
• Deliver legendary service at every interaction and execute plans to continuously improve the customer experience.
• Act as first point of contact for 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 to continuously improve knowledge and ability to service customers.
• “Deliver the Bank” to customers by identifying, recommending, introducing, and referring appropriate TDBG Business Partners and Products to existing and new customers to maximize revenue, profit, and retention.
• Support internal partners with ongoing projects and develop a clear understanding of how changes will affect a customer’s business.

Shareholder

• Support Relationship Managers/Analysts and Account Managers in credit administrative matters.
• Assist in building new relationships and deepening existing customer relationships by consistently following the Business Banking Relationship Methodology.
• Act as first point of contact with customers on credit administrative matters such as following for documentation and/or obtaining financial statements and accounts receivable lists; responsibilities also include uploading customer reports/documentation into the appropriate systems.
• Actively contribute to sales results by identifying and cross‑selling products and services when performing internal duties or interfacing with customers (new and existing) to maximize revenue, profit, and retention.
• Actively refer to other business partners within Business Banking and across TDBG and respond effectively to reciprocal referrals.
• Facilitate investment requests between customers and Business Banking Investments where required.
• Provide effective credit administration for the portfolio both within the Unit and by interfacing with functions across the TDBFG.
• 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.
• Partner with administrative support groups to facilitate activities, such as programming credits, making payments, advancing funds, etc.
• Ensure products and services are sold and operate in a compliant manner, minimizing regulatory compliance and operational risk to the Bank.
• Complete all compliance and attestations within required timelines.
• Be knowledgeable of and comply with Bank and Industry Codes of Conduct.

Employee / Team

• Participate fully as a member of the team, supporting a positive work environment that promotes service to the business, quality, innovation, and teamwork, and ensuring timely communication of issues or points of interest.
• Support the team by continuously enhancing knowledge and expertise in own area and participating in knowledge transfer within the team and business unit.
• Keep current on emerging trends, developments, and grow knowledge of the business, related tools, and techniques.
• 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 requests and/or all relevant or useful information related to day‑to‑day activities.
• Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching, and/or guidance as appropriate.
• 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.

Breadth & Depth

• Requires expertise in a variety of account and credit administration related activities to provide customers with support and advice.
• 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 internal partners.
• Uses sound judgement and understanding of process/policy risk when fulfilling requests, recommending exceptions outside general practices or guidelines.
• Understands how related customer or sales teams coordinate their efforts and resources to achieve objectives of a business area.
• Impacts their own team and other sales teams whose work activities are closely related.
• Recommends modifications to existing sales or customer service processes and solutions to improve the efficiency of the team.
• Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters.
• Generally reports to a Lead CSO or MCC or MCS.

Experience & Education

• High school education; undergraduate degree preferred.
• 1+ years of related experience.

Accommodation

Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

Language Requirement (Quebec Only)

Sans Objet

Seniority level: Entry level

Employment type: Full‑time

Job function: Other

Industries: Banking