Personal Banking Associate Trainee

TD Bank Group; Oshawa; On-site; CAD 46,000 - 61,000; Full time

Job summary

TD Bank Group in Oshawa, Ontario, is seeking a branch-based role focused on delivering an exceptional customer experience. The position requires meeting customer needs, promoting everyday banking products, guiding clients through digital tools, and maintaining a welcoming branch environment.

You will support cash and non-cash transactions, mentor colleagues, and participate in process improvements while adhering to conduct standards. 37.5 hours per week at local branch.

Responsibilities

• Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience
• Act as the premier lobby leadership branch representative, by greeting and engaging customers in a range of advice, service, educational, digital, and informational conversations
• Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions
• Train and educate customers on mobile, ATM, and online banking, as well as building customer-centric confidence with digital and emerging banking trends
• Educate and promote TD Bank products and services which align to customer needs, with specific focus on Everyday Banking products
• Point of contact for all customer problems, ensuring concerns are handled appropriately and within a timely fashion, escalating where necessary
• Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines
• Support the frontline with transactions, both cash and non-cash, as scheduled
• 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 / completed is accurate and properly reflects customer / 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 ambassador for your business area/function and the bank, both internally and/or externally
• 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 the customer or advice team integrates with others to accomplish team objectives
• Impacts the quality, timeliness and effectiveness of the advice team or services provided to customers
• Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the sales
• 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

Education

High School diploma

Post-Secondary or Undergraduate degree

Job description

Work Location & Hours

Work Location: Oshawa, Ontario, Canada Hours: 37.5

Line of Business: Personal & Commercial Banking Pay Details: $45,700 - $61,000 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.

Key Accountabilities

Customer

• Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience
• Act as the premier lobby leadership branch representative, by greeting and engaging customers in a range of advice, service, educational, digital, and informational conversations
• Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions
• Train and educate customers on mobile, ATM, and online banking, as well as building customer-centric confidence with digital and emerging banking trends
• 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.) as well as personal unsecured lending
• Point of contact for all customer problems, ensuring concerns are handled appropriately and within a timely fashion, escalating where necessary
• Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines
• Support the frontline with transactions, both cash and non-cash, as scheduled

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 / completed is accurate and properly reflects customer / 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

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
• 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

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 the customer or advice team integrates with others to accomplish team objectives Impacts the quality, timeliness and effectiveness of the advice team or services provided to customers Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the sales 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
• Post-Secondary or Undergraduate degree (in related field) preferred

Who We Are

TD is one of the world’s leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities. Our Total Rewards Package Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more Additional Information: We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home. 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.

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. If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact. We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

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

Our Values

At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Our Commitment to Diversity, Equity, and Inclusion

At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Helping to Make an Impact in Communities – TD Ready Commitment

TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.