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• Create an exceptional customer experience with every client interaction and contribute to the ongoing improvement of the overall customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
• Identify customer needs and determine solutions to customer problems
• Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions
• Offer comprehensive product knowledge and/or guidance as it relates to their respective business area
• Ensure 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
• Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
• Complete a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
• Identify customer needs and determine solutions to customer problems, particularly as it relates to digital banking products and services

• 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 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 champion for your business area/function and the bank, both internally and/or externally

BREADTH & DEPTH

• Requires developed knowledge and skills to offer service and advice for a range of product and services
• Requires a broad knowledge and understanding of the full product suite, services and processes of the business area, and can be characterized as low to moderate in complexity/risk
• Provide exceptional inbound and/or outbound service and/or advice support to customers/partners on a range of moderately complex financial products and services.
• Provides recommendations and guidance to customers and / or internal partners
• Provides solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes
• Understands how the team integrates with others to accomplish business objectives
• Impacts the quality, timeliness and effectiveness of the advice team or services provided to customers
• Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the advice team
• Explains detailed and/or complicated information within the team; builds working relationships with customers and related teams
• Identifies and resolves issues within discretion and authority on processes, transactions or escalates internally as required
• Requires full proficiency gained through job related training to perform a range of activities

Generally reports to a Team Manager

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.