Customer Care Representative à Canada

Work Location:
Surrey, British Columbia, Canada

Hours:
37.5

Line of Business:
Personal & Commercial Banking

Pay Details:
$76,800 - $115,200 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 role is accountable for delivering a superior customer experience while driving profitable business growth, in line with business strategy. This role is accountable for expanding its portfolio and maximizing the value of existing commercial business customer relationships for both credit and non-credit products/services. The Account Manager II is responsible for conducting credit analysis for own portfolio. The Account Manager II will develop the initial creation of a shadow portfolio of target businesses commensurate with the market and their existing portfolio. Works closely with internal and external subject matter experts and/or lending advisory groups.

CUSTOMER

• Continually deliver exceptional customer service at every interaction and execute on plans to continuously improve the customer experience
• Responsible to lead all aspects of account management, credit and operational risk for an assigned portfolio
• Actively use sales platforms to build an understanding of our customers/target needs, industries and markets
• Constantly build knowledge of the market, customers and broader economic factors
• Identify and respond to changes in the business environment, establishing action plans to address customer issues and priorities
• Develop and maintain centre of influence strategies and relationships
• Identify customer/prospect referral opportunities to internal Bank partners that meet customer needs
• Enhance TDBG brand by participating in networking events

SHAREHOLDER

• Develop / implement sales strategies to proactively attract, acquire and retain customers / business development opportunities and referrals, to increase profitability and enable business growth, in line with risk profile of the customer
• Build new relationships and deepen existing customer relationships by consistently following the Business Banking Relationship Methodology (BBRM)
• Promote and offer full suite of products, sales, services and banking capabilities
• Meet or exceed business targets
• Negotiate to maximize profitability of relationships with existing customers based on the customer risk profile.
• Prepare credit applications with a high quality of risk assessment, credit structure, due diligence, and credit presentation.
• Oversee the management of accounts to ensure they are appropriately monitored and remain within guidelines and assigned limits.
• Renew credits in a timely manner, meeting targets for expired credits.
• Understand the market and the industries within the portfolio to ensure value added service is provided to clients while mitigating risk to the Bank
• Actively refer to other business partners both within Business Banking and across TDBG and respond effectively to reciprocal referrals
• Protect the interests of the organization - identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
• Ensure compliance with regulatory and operational risk requirements
• Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry 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
• Provide industry knowledge for own area of 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 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 projects and / or all relevant or useful information related to day-to-day activities
• Provide mentorship by sharing knowledge and experiences and leveraging best practices
• Lead, motivate and develop relationships with internal and external business partners / stakeholders to develop productive working relationships
• 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

• Experienced working Professional accountable for origination of new business and relationship management of existing customers for the Commercial Business segment
• Manages a portfolio in line with the business sales model characterized by moderate cash management, deposit and credit complexity requirements
• Interpret and analyze customer financial statements with credit acumen
• Identifies referral opportunities across business lines and segments
• Possesses solid knowledge of products, sales, services, credit management practices and processes, methods and operating standards to drive business performance
• Solves problems of moderate complexity and recommends new product and service solutions
• Work performed under moderate guidance and supervision from management
• Builds stakeholder alignment in providing solutions; conveys deep product or segment context in providing advice to customers and stakeholders
• Generally, reports to the Senior Manager Commercial Services

EXPERIENCE & EDUCATION

• Undergraduate/Graduate degree and/or
• 5+ years of relevant experience and/or Associate Program

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 deliver legendary customer experiences to 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 the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

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. 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.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

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.

We look forward to hearing from you!

Language Requirement (Quebec only):
Sans Objet