Work Location:Vancouver, British Columbia, Canada
Hours:37.5
Line of Business:Personal & Commercial Banking
Pay Details:$59,500 - $84,000 CAD
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.
Job Description:CUSTOMER- Create an exceptional customer experience regarding lending recommendations on RESL products.
- Act as a subject matter expert in the branch for both customers and colleagues regarding all products, services, policies, and procedures of TD. Especially regarding both personal banking and business banking products/services or policies/procedures
- Provide advice with every customer interaction, contributing to an exceptional customer experience.
- Ask thoughtful questions to discover customer needs.
- Improve customer financial confidence through ongoing dialogue and by answering questions.
- Engage in customer outreach (via phone, email, etc.) to discuss portfolio updates and/or additional opportunities which best service the customer's needs; responsible for being present in the community for additional customer outreach and/or acquisition.
- Review customer's needs and goals to provide appropriate recommendations based on customer's personal circumstances.
- Identify opportunities for consolidating assets from Other Financial Institutions and provide investment and lending advice or referrals to other areas within TD.
- Ensure customer issues are resolved in an accurate and efficient manner, escalating issues where necessary.
- Maintain comprehensive knowledge of the local market, competitive offers, and economic trends to support advice recommendations.
- Requires deep knowledge and expertise of RESL products; with in-depth knowledge of investing, day-to-day banking, and all other TD products and services.
- Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines; paying attention to the office space in which the Senior Personal Banker - Home Borrowing occupies.
- Take ownership of resolving customer problems, seamlessly handing customer off to a knowledge colleague to own when required
SHAREHOLDER- Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / advice opportunities and referrals, to drive growth to TD; this role is particularly responsible for achieving market share growth through acquiring OFI business.
- Promote and offer full suite of products, advice, services and banking capabilities.
- Contribute to business objectives for Operational Excellence
- Support the timely and accurate completion of business processes and procedures.
- Protect the interests of the organization - identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary.
- Ensure documentation that is prepared / completed is accurate and properly reflects customer/ business intentions and is consistent with relevant rules / regulations.
- Identify, suggest and actively participate in process improvement opportunities.
- Ensure necessary due diligence to support the accuracy of all transactions / activities.
- Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts; keep abreast of emerging trends, promotions, and advice techniques used by the competition in own market.
- Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite.
- Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
- Know and comply with AML and Regulatory policies and procedures
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 and engage in a diverse team where every colleague and customer are valued, respected, and listened to; committed to a common goal and collaborate to move with speed and get things done.
- Demonstrate inclusivity by taking meaningful action with the intention to support colleagues and customers across all dimensions of diversity, including those from underrepresented communities, being actively anti-racist, and nurturing mutual respect.
- Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit; demonstrate ability and commitment towards reaching expert level within role.
- 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, mentorship and/or guidance as appropriate.
- Contribute to a fair, positive and equitable environment that supports a diverse workforce.
- Act as a brand champion for your business area/function and the bank, both internally and/or externally, especially when representing TD at community functions and/or extra-branch prospecting events
BREADTH & DEPTH:- Expert knowledge of the business environment, processes and procedures and transactions of highly complex products and services in an area specialty
- Requires a comprehensive understanding of a range of products including but not limited to RESL origination and renewals. Is required the ability to provide expertise on all lending conversations to ensure acquiring new OFI assets from existing TD customers, RESL retention and referrals to partners.
- Understands key business drivers, and customers to coordinate efforts and resources to achieve operational objectives.
- Acts as a deep advice expert to customers and partners.
- Acts as a team leader and/or escalation point for complex issues, coordinating the work of others and providing mentorship and/or guidance to maintain service, process and product standards (for resource officer)
- Uses insights into how the customer and the advice team integrates with other partners to bring the best of TD to the customer.
- Leads problem resolution for most complex issues and /or escalations.
- Identify and recommend new processes and solutions to ensure the team is able to meet its objectives.
- Has significant impact on the performance of the advice team to achieve objectives and results of the business area.
- Requires tact to exchange ideas and customer information in a concise and logical way, empathy in handling sensitive customer information and resolution of exceptions.
- Requires diplomacy to exchange ideas and information with internal partners and management.
- Generally reports to an Assistant Branch Manager or Branch Manager
EXPERIENCE AND / OR EDUCATION- High School diploma and/or
- 2+ years relevant experience
- Financial Planning II (FP II) - post-appointment within 12 months
- Investment Funds Canada (IFC) or equivalent
- Certificate in Financial Services Advice (CFSA) Post-Secondary or Undergraduate degree (in related field) preferred
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 PackageOur 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 a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.
Learn moreAdditional 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.
Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.
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 & OnboardingWe 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 Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
We look forward to hearing from you!
Language Requirement (Quebec only):Sans Objet
