Lead Receptionist

Location: New York

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** The Receptionist receives incoming calls on a switchboard and directs them to the appropriate department or Employee. Provides consistently pleasant and efficient service to Customers and bank personnel. Handles calls in accordance with standards and guidelines set by the department while supporting TD Bank's Customer Service philosophy. Answers general questions regarding department and provides appropriate information.
** Depth & Scope:
*** Handles basic Customer inquiries
* Keeps an up-to-date directory of telephone numbers throughout the bank
* Answers general questions regarding bank locations, hours, products and services from Customers and other Company personnel, or refers them to the appropriate department where they will obtain a timely and accurate answer
* Ensures Customer issues are handled appropriately, escalating issues when necessary
* Screens calls not immediately identifiable by questioning callers regarding the service, department, or individual involved
* Relays incoming and outgoing calls
* May operate internal paging system
* Performs the following:
Sorts, stamps, and distributes mail, maintains records and files, sends, receives and distributes faxes, arranges meetings and appointments, files and photocopies as needed, types memos and assists with mailings
* Completes all required online training and follows all department procedures resulting in effective compliance for all job-relevant State and Federal regulations including, but not limited to Employee policies, procedures, CRA EEO/ AA, as well as all job relevant Risk Management and Corporate standards
* Maintains acceptable phone log
* Arrives on-time and logged-in, ready to receive calls as scheduled throughout assigned shift
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* Education & Experience:

*** Undergraduate Degree or Community College Diploma
* up to 3 years related experience
* Deliver a high level of customer service to Wholesale Banking businesses.
* Responsible for managing and ensuring proper set-up of internal and external conference room bookings, including AV, Food & beverage and miscellaneous set-up requests, as well as retaining all associated documentation.
* Work with concierge consultants to ensure professional service.
* Ensure reception areas, meeting rooms and kitchens are kept tidy and convey a professional business environment, notifying appropriate contacts if maintenance services are required.
* Answer telephones in a professional, courteous and timely manner. Respond to all inquiries and requests independently or direct appropriately.
* Receive and maintain reception periodicals and décor.
* Communicate effectively with employees, business partners and clients.
* Keep manager informed and up-to-date about all relevant information related to day-to-day activities, and escalate issues as appropriate.
* Exercise discretion in managing correspondence, information and all matters of confidentiality.
* Support the business with special projects or administrative requests as required.
* Prioritize and manage own workflow to ensure efficiency and effectiveness.
* Be an effective team player and be flexible in adjusting to…