TD

Compensation

Full Description

Work Location: Mount Laurel, New Jersey, United States of America Hours 40 Pay Details 52,000 - 77,480 USD 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. Line Of Business Sales & Customer Distribution Support Job Description The Customer Advocacy & Insights Customer Experience Officer II acts as an independent, impartial dispute resolution source accountable for providing confidential, neutral assistance on customer/employee concerns escalated through the customer care channel/directly through the complainant. This role provides advice, guidance and support in resolving problems at second point of customer contact and takes ownership of the issue at hand and oversees customer resolution ensuring Legendary Customer experiences are provided through a combination of expertise and documented principles and practices. This role resolves higher level exceptions and non-standard issues escalated to where a higher level interpretation of more complex policies is warranted. Monday - Friday 8:30 - 5:00 with 30min lunch OR 8:00 - 5:00 with 1 hr. lunch WITH rotating weekends. Depth & Scope • Experienced working professional role with a focus on providing complex customer complaint management and/or advisory support within their own area of specialty • Requires an in-depth understanding of products/services and key competitors • Understands the business/ function and technical principles that underpin the design and delivery of the products and services provided • Possesses a solid understanding of LOBs, competitive landscape and economic/market issues • May serve as a product or customer segment knowledge resource • Solves moderately complex problems by taking a new perspective on existing product and service solutions • Exercises judgement in planning and developing customized problem management processes; focuses on customizing advice and solutions area • Leads projects or work streams within broader projects with moderate risk and may be accountable for managing ongoing activities, processes and functional programs • Puts solutions in context when presenting complex alternatives and framing advice • Works performed under minimal management guidance and supervision • Resolves Executive level and Chairman's escalated complaints and disputes • Provides advice, guidance and support, including recommendations with respect to recovery from Markets, and Business Lines • Contributes to Legendary Customer Experience by reporting on and supporting the delivery of Chairman's Center initiatives and programs • Investigates and make recommendations on resolution of unique customer instances and presents findings to management and business line leaders • Prepares written acknowledgements and responses to Customer concerns • Maintains up to date contact information for Business Line Subject Matter Experts • Accurately tracks all correspondence, Customer contact and problem resolution in Complaint Tracking System • Resolves Chairman's and escalated complaints and disputes • Responds to all Customer complaints in a professional, courteous and efficient manner • Performs to strict internal Service Level Agreements • Develops and maintains strong collaborative relationships with Senior Business Line Leaders, Business Lines, Partners and Peers • Acts as liaison between Customers and Business Lines, when appropriate • Utilizes and follows Compliance/Risk control programs • Ensures necessary due diligence is taken to support accuracy of all Customer transactions Education & Experience • Undergraduate degree preferred • 4+ years relevant experience • Solid knowledge of complaint management, consulting principles, lines of businesses supported, banking industry, and product/customer markets • Knowledge of current and emerging competitor and market trends • Knowledge of risk management environment, standards, regulations and mitigation • Knowledge of project/program support, planning, implementation and impacts • Ability to exercise sound judgement in making decisions • Ability to communicate effectively in both oral and written form • Ability to work collaboratively and build relationships • Skilled in using analytical software tools, data analysis methods and reporting techniques • Skilled in using computer applications including MS Office • Ability to analyze, organize and prioritize work while meeting multiple deadlines • Ability to work successfully as a member of a team and independently • Ability to handle confidential information with discretion Customer Accountabilities • Ensures that timely, customer focused complaint resolutions are achieved for a wide variety of customer concerns that have been escalated through various channels • Liaises with internal and external partners and other areas of the Bank to ensure smooth, seamless resolution of complex customer problems • Creates and maintains process documentation, robust reporting and streamlined business expectations for each business partner • Participates in development of the evolution of customer complaint strategy for the business • Recommends and produces best in class complaint handling processes and procedures that increase efficiency • Leads and executes claims service and employee experience initiatives within business segment • Provides guidance and caching to customer issue resolution areas and to business leaders with an aim to influence and enhance customer-centric capabilities • Acts as customer champion, provides frontline feedback to customer strategy and process improvement functions to identify client pain points and opportunities for improvement • Actively listens to customer concerns and assists with identifying options to help resolve the issue Shareholder Accountabilities • Develops/implements strategies to minimize/resolve customer issues/complaints, minimize business loss, enable growth • Plans and executes customer experience and resolution activities, reviews and communicates results, and adjusts tactics accordingly • Contributes to business objectives for Operational Excellence • Protects the interests of the organization – identifies and manages risks, and escalates non-standard, high risk transactions/activities as necessary • Ensures documentation that is prepared/completed is accurate and properly reflects client/business intentions and is consistent with relevant rules/regulations • Ensures respective programs/policies/practices are well maintained, meets business needs, complies with internal and external requirements, and aligns with business priorities • Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate • Identifies, suggests and actively participates in process improvement opportunities • Actively manages relationships within and across various business lines/corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirements • Ensures necessary due diligence to support the accuracy of all customer transactions/activities • Ensures business operations are in compliance with applicable internal and external requirements ( e.g. financial controls, segregation of duties, transaction approvals and physical control of assets) • Monitors service, productivity and assesses efficiency levels within own function and implements continuous process/performance improvements where opportunities exists • Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts • Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite • Assumes responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct Employee/Team Accountabilities • Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/points of interest • Provides thought leadership and/or industry knowledge for own area of expertise and participates in knowledge transfer within the team and business unit • Keeps current on emerging trends/developments and grows knowledge of the business, related tools and techniques • Participates in personal performance management and development activities, including cross training within own team • Keeps 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 • Contributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices • Leads, motivates and develops relationships with internal and external business partners/stakeholders to develop productive working relationships • Contributes to a fair, positive and equitable environment that supports a diverse workforce • Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally Physical Requirements Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100% • Domestic Travel – Occasional • International Travel – Never • Performing sedentary work – Continuous • Performing multiple tasks – Continuous • Operating standard office equipment - Continuous • Responding quickly to sounds – Occasional • Sitting – Continuous • Standing – Occasional • Walking – Occasional • Moving safely in confined spaces – Occasional • Lifting/Carrying (under 25 lbs.) – Occasional • Lifting/Carrying (over 25 lbs.) – Never • Squatting – Occasional • Bending – Occasional • Kneeling – Never • Crawling – Never • Climbing – Never • Reaching overhead – Never • Reaching forward – Occasional • Pushing – Never • Pulling – Never • Twisting – Never • Concentrating for long periods of time – Continuous • Applying common sense to deal with problems involving standardized situations – Continuous • Reading, writing and comprehending instructions – Continuous • Adding, subtracting, multiplying and dividing – Continuous The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes. 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 base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. 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. 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 TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.