Lead Customer Service Officer

Work Location:

Markham, Ontario, Canada

37.5

Personal & Commercial Banking

$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  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.

The Cash Management Services in Business Banking is responsible to deliver and manage tools that Business Banking customers use to issue and receive payments and manage their cashflow. Examples of these services include Web Business Banking (our on-line business banking platform), Wire Payment, Remote Deposit Capture and Electronic Funds Transfer services, etc.

CMS consists of a Sales and Onboarding team and a day-to-day Support team for the entire suite of Cash Management Products to all segments including Small Business Banking, Commercial Banking, Commercial National Accounts and Corporate Accounts. CMS provides an 8:00 AM to 8:00 PM EST, Monday to Friday, service support in a Call Centre environment.

This position is responsible for the efficient Sales of all cash management products and services for the Small Business Banking segment. The team reports directly to the Team Manager, CMS Sales and Onboard/Implementation. The incumbent should be an energetic self-starter with good communication skills, a proven track record for telephone sales and be able to interact with various stakeholders, clients, etc.

The individual will work closely together with the TDCT SBB Sales Force and the end customer to ensure referrals are turned into successful sales in a timely manner.

• Excellent organization skills to Sell, Support and Onboard a range of Cash Management products
• Strong negotiation skills to effectively manage sales conversations
• A highly motivated individual, who is a self-starter with exceptional telephone quality sales skills
• An independent, self-managed professional who enjoys developing new sales opportunity in a fast-paced, competitive environment
• Liaise with the Cash Management Product group in review of non-standard customer requirements, thus ensuring the proper approvals are in place and onboarding is compliant
• As part of the implementation process, ensure clients are fully educated and trained on product functionality and support contacts for Cash Management Products
• Ensure clear and concise messages are on all forms of communication (emails, verbal, etc.) to our Partners & Clients alike

• Meet individual and team Sales goals
• Coordinate the timely completion of onboarding to contribute to revenue growth
• Identify product cross selling opportunities
• Thorough understanding of Products and Procedures
• Ensure accurate billing for all implementations
• Identify process improvements ideas and recommend realistic and actionable ideas and where possibly lead and participate in the PI opportunity that will improve the process

A minimum of 3 years of proven Telephone Sales experience is mandatory for success in this role

• Excellent relationship management skills with the proven ability to negotiate and influence others
• Ability to think strategically and develop tactical initiatives that support the Business Bank
• Cash Management knowledge and/or Call Centre experience is a strong asset
• The successful candidate will possess exceptional customer service skills and a passion for sales
• Must be able to multi-task and demonstrate strong problem solving skills
• You must exhibit excellent attention to detail and the ability to accurately process work
• Strong written, verbal and listening skills are essential for this position as well as a proven sales record
• Candidates must be enthusiastic team player and willing to take an active role in campaigns and business building initiatives
• Bilingualism in both English and French would be preferred and considered an asset for this role

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…