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Ces témoins n’enregistrent pas de renseignements personnels permettant l’identification.**Lieu de travail :**Vancouver, Colombie-Britannique, Canada**Horaire :**37.5**Secteur d’activité :**Services bancaires personnels et commerciaux**Détails de la rémunération :**$65,600 - $98,400 CADLa TD a à cœur d’offrir une rémunération juste et équitable à tous les collègues. Les occasions de croissance et le perfectionnement des compétences sont des caractéristiques essentielles de l’expérience collègue à la TD. Nos politiques et pratiques en matière de rémunération ont été conçues pour permettre aux collègues de progresser dans l’échelle salariale au fil du temps, à mesure qu’ils s’améliorent dans leurs fonctions. Le salaire de base offert peut varier en fonction des compétences et de l’expérience du candidat, de ses connaissances professionnelles, de son emplacement géographique et d’autres besoins particuliers du secteur et de l’entreprise. En tant que candidat, nous vous encourageons à poser des questions sur la rémunération et à avoir une conversation franche avec votre recruteur, qui pourra vous fournir des détails plus précis sur ce poste.**Description du poste :**The Lead Customer Service Officer (Lead CSO II) position is accountable for delivering a superior customer experience and support profitable business growth.**CUSTOMER*** Meet or exceed CSO LEI target and be actively involved in ensuring the unit meets or exceeds its LEI target.* Facilitate customer requests leveraging various partners, i.e. Retail Bank, Direct Trade, ensuring a warm hand off where appropriate and follow up process in place* Deliver exceptional service at every interaction and execute on plans to continuously improve the customer experience* Use internal network to continually build specialized expertise to maximize customer satisfaction* Resolve service issues at first point of contact, or escalate service issues efficiently where required to deliver a positive customer experience* Ensure effective partnership with the Commercial Credit Service Centre (CCSC) in providing service to 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 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* 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:*** Acts as a product/services knowledge resource for colleagues in their own area of specialty* Requires advanced understanding of a range of product and services, processes, procedures and systems to provide customers with options and advice on complex transactions and product features* Required advanced understanding of concepts within their own area of specialty and integration points with related areas* Advanced knowledge of business drivers, and customers to coordinate with other related areas to improve efficiency and deliver results* Leads and provides supervision to a large or complex sales or customer operations team* May lead others to serve as technical knowledge experts* Manages ambiguity, and applies judgement to identify, troubleshoot and resolve ongoing sales and customer issues* Interprets and administers policies, adopts and implements customer service process improvements* Impacts the quality, efficiency and ongoing operations of their own team; impacts related teams through results, quality and service provided*#J-18808-Ljbffr