Personal Banking Associate

Work Location:

Surrey, British Columbia, Canada

Hours:

37.5

Line of Business:

Personal & Commercial Banking

Pay Details:

We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

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