CM Customer Care Specialist IV

Work Location:

Salem, Massachusetts, United States of America

Hours:

40

Pay Details:

$24.00 - $33.50 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:

Personal & Commercial Banking

Job Description:

The Cash Management Customer Care Specialist IV understands the financial needs of customers and provide appropriate solutions/advice/guidance and /or recommendations on a range of complex financial products and services. This role contributes to the growth of the business by developing and deepening new/existing relationships.

Depth & Scope:

• Requires specialized expertise to provide customer /partner support on complex transactions, activities and product feature advice and guidance
• Provides exceptional inbound and/or outbound sales and/or service support to customers/partners on a range of moderate to high complexity financial products and services
• Acts as a sales process/product expert to customers and/or internal partners
• Identifies complex problems and formulates the most appropriate solution and escalates if necessary
• Uses insights into how the team integrates with other teams to coordinate efforts and resources to achieve shared objectives
• Has direct impact on the quality of the duties performed, or services provided, to the sales team and the unit supported
• Implements sales and customer service procedures and approaches to complete work
• Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions
• Generally requires specific formal certifications at this level of expertise

​Education & Experience:

• Undergraduate  degree preferred
• 3+ years relevant experience required
• Strong knowledge of cash management industry, including systems, products and services.
• Proven Customer service skills, including concern for and ability to identify client issues.
• Proven ability to meet and exceed Customer expectations and ability to translate technical material and information for nontechnical users.
• Proven ability to perform multiple tasks in a fast-paced environment.
• Strong organizational and analytical skills and attention to detail.
• Proven PC skills, including knowledge of Windows and ability to operate standard office equipment.
• Effective communication skills, both verbal and written.
• Ability to serve as a resource to CM Customer Care Specialist I, II & III.

Customer Accountabilities:

• Provides courteous, efficient, and professional customer service to ensure inquiries, sales and/or issues are managed promptly and effectively under all conditions
• Engages customers/partners in conversation to understand and meet their current and future products/ sales and/or service needs by proactively providing them with information/advice/guidance
• Offer advanced knowledge and/or advice/guidance as it relates to their respective business area
• Ensures customer/partner problems are handled appropriately the first time, escalating issues when necessary
• May identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
• Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of
• Customer/partner life cycle needs
• Identifies cross-sell opportunities and/or refer customers/partners to internal Bank partners

Shareholder Accountabilities:

• Contributes to the achievement of business objectives by proactively attracting, acquiring and retaining customers / sales opportunities and referrals, to increase profitability and enable business growth
• Promotes and offer full suite of products, sales, services and banking capabilities
• Contributes to business objectives for Operational Excellence
• Supports the timely and accurate completion of business processes and procedures
• Protects the interests of the organization – identify and manage risks, and escalate 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
• Identifies, suggests and actively participates in process improvement opportunities
• Ensures necessary due diligence to support the accuracy of all customer transactions / activities
• Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assess 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, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
• Supports the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
• Keeps current on emerging trends/ developments and grow 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 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.
• Contributes to a fair, positive and equitable environment that supports a diverse workforce
• Acts as a brand champion 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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

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 [email protected].  Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.