TD Bank, N.A.
Customer Advocacy & Insights Customer Experience Officer I (US) - Retail Customer Resolution
10 hours ago
Mount Laurel
Work Location: Mount Laurel New Jersey United States of America Hours: 40 Pay Details: 25.00 - 37.25 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 candidates 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: To assist our Complaints Team in handling customer concerns internal reporting and departmental coordination. This role is vital in ensuring the department operates efficiently and professionally supporting both the complaints handling process and team productivity. Depth & Scope: • Professional role with a focus on providing customer complaint management and/or advisory support of moderate complexity within their own area of specialty, • Requires expanded knowledge of products/services and key competitors, • Understands key business and customer drivers and processes in the context of own work, • Sound knowledge of assigned customers needs the competitive landscape and broader market factors, • Coordinates activities and timelines across multiple teams to ensure customer needs are met, • Investigates and analyzes possible alternative solutions and approaches based on documentation of the customer fact pattern, • Simplifies information to customers clarifies unique situations and leads coordination of information to ensure service and standards are met, • Work performed under management guidance and supervision, • Provides advice guidance and support including recommendations with respect to recovery from Markets and Business Lines, • 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 Chairmans 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 Preferred Skills: • Manage calendars meetings and internal communications for the team, • Prepare reports and presentations, • Maintain and organize digital files for compliance and tracking purposes, • Assign incoming complaints accurately to the team, • Assist in mailing responses ensuring SLAs are met, • Other duties may be assigned Education & Experience: • Undergraduate degree preferred, • 3 years relevant experience, • Fundamental knowledge of complaint management consulting principles lines of businesses supported banking industry and product/customer markets, • Ability to interact with internal and external Customers in a professional manner to provide exceptional customer service, • Skilled in actively listening to gain more information improve understanding of a certain topic or different point of view, • Knowledge of current product and services and emerging competitor and industry 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 to translate into data insights and actionable recommendations, • Skill 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. #LI-AMCBOther Who We Are: TD is one of the worlds 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 95000 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 youve 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 were 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. ___ 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. Work Location: Mount Laurel New Jersey United States of America Hours: 40 Pay Details: 25.00 - 37.25 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 candidates 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: To assist our Complaints Team in handling customer concerns internal reporting and departmental coordination. This role is vital in ensuring the department operates efficiently and professionally supporting both the complaints handling process and team productivity. Depth & Scope: • Professional role with a focus on providing customer complaint management and/or advisory support of moderate complexity within their own area of specialty, • Requires expanded knowledge of products/services and key competitors, • Understands key business and customer drivers and processes in the context of own work, • Sound knowledge of assigned customers needs the competitive landscape and broader market factors, • Coordinates activities and timelines across multiple teams to ensure customer needs are met, • Investigates and analyzes possible alternative solutions and approaches based on documentation of the customer fact pattern, • Simplifies information to customers clarifies unique situations and leads coordination of information to ensure service and standards are met, • Work performed under management guidance and supervision, • Provides advice guidance and support including recommendations with respect to recovery from Markets and Business Lines, • 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 Chairmans 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 Preferred Skills: • Manage calendars meetings and internal communications for the team, • Prepare reports and presentations, • Maintain and organize digital files for compliance and tracking purposes, • Assign incoming complaints accurately to the team, • Assist in mailing responses ensuring SLAs are met, • Other duties may be assigned Education & Experience: • Undergraduate degree preferred, • 3 years relevant experience, • Fundamental knowledge of complaint management consulting principles lines of businesses supported banking industry and product/customer markets, • Ability to interact with internal and external Customers in a professional manner to provide exceptional customer service, • Skilled in actively listening to gain more information improve understanding of a certain topic or different point of view, • Knowledge of current product and services and emerging competitor and industry 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 to translate into data insights and actionable recommendations, • Skill 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. #LI-AMCBOther Who We Are: TD is one of the worlds 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 95000 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 youve 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 were 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.
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