Personal Banking Associate

Personal Banking Associate

Requirements

• High School diploma
• 1+ years of relevant experience
• Investment Funds Canada (IFC) or equivalent – post-appointment within 6 months
• Post-Secondary or Undergraduate degree (in related field) preferred

Responsibilities

• Create a consistent and exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience
• Leads the customer onboarding experience to assist each customer in becoming digitally enabled, building their day-to-day banking capabilities, and beginning their savings and investing journey
• Act as the premier branch representative, by consistently welcoming customers in the lobby, addressing simple needs, assisting customers with navigation and coordinating introductions to other branch colleagues or partners for a seamless customer experience
• Educate and activate Digital advice, enabling customers to optimally self-serve for their banking needs
• Ask thoughtful questions to uncover and understand Customer needs, owning solutions that align to mandate and bringing in an expert for needs outside of capability
• 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.), personal unsecured lending, and investing
• Take ownership of resolving customer problems, seamlessly handing off customer to a knowledgeable colleague to own resolution when required
• Maintain a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines
• Support the frontline with both cash and non-cash transactions, ensuring to deliver customer experiences by connecting with each customer, providing advice & deepening customer relationships
• 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 and completed is accurate, properly reflects the customer/business’ intentions, and retained in accordance with business policies and procedures
• Support and participate in process improvement opportunities
• Ensure necessary due diligence to support the accuracy of all customer transactions / activities
• Assume responsibility to minimize operation and regulatory risk by gaining/maintaining knowledge and complying with the Bank’s Code of Conduct and Ethics and relevant Laws, Rules, and Regulations, Industry Code of Conduct and Commitments, and business line policies and procedures
• Know and comply with AML and Regulatory policies and procedures
• 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
• Collaborate with branch colleagues to move with speed and get things done
• Demonstrate inclusivity by taking meaningful action to support colleagues and customers across all dimensions of diversity, including those from underrepresented communities
• 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 within the parameters of the TD Code of Conduct and Ethics

Preferred Qualifications

• Post-Secondary or Undergraduate degree (in related field) preferred