CM Cust Care Spec III (US)

Cash Management Customer Care Specialist III

The Cash Management Customer Care Specialist III is primarily responsible providing a variety of moderate to complex support services for Cash Management Customers.

Depth & Scope:

• Responsible for complex questions related to Cash Management services that cannot be resolved by Cash Management Customer Care Specialist I or II
• Responsible for supporting complex services beyond the scope of Cash Management Customer Care Specialist I & II
• Frequent interaction with Corporate Customers as well as Store Personnel, Back Office/Operational units, Customer Care Lead and Supervisory Staff
• Ensures that deadlines are met on a daily basis
• May assist in training and mentoring for new and less experienced staff
• Reviews items and communicates quality issues to the appropriate level
• Acts as back-up to Cash Management Customer Care Specialist I & II when necessary
• May develop or assist in developing training materials and manuals. May train and / or coach Employees in system specifics as well as department processes and procedures
• Demonstrates leadership qualities and the ability to motivate others

Education & Experience:

• Undergraduate degree preferred
• 2+ years related experience required
• Strong knowledge of cash management industry, including systems, products and services
• Proven Customer Service skills, including concern for and ability to identify client issues
• Proven ability to meet and exceed Customer expectations and ability to translate technical material and information for nontechnical users
• Proven ability to perform multiple tasks in a fast-paced environment
• Strong organizational and analytical skills and attention to detail
• Proven PC skills, including knowledge of Windows and ability to operate standard office equipment
• Effective communication skills, both verbal and written
• Ability to serve as a resource to CM Customer Care Specialist I & II

Customer Accountability:

• Understands and support the Bank's Customer Service Strategy
• Considers the impact of decisions on the well-being of TD, its Customers and stakeholders
• Provides the highest level of Customer service when dealing with internal partners, vendors or our Customers - WOW at every opportunity
• Models quality service delivery at every interaction
• Leads and contributes to the ongoing improvement of the partner/Customer experience within the team

Shareholder Accountability:

• Identifies opportunities for cost savings as applicable
• Awareness of vendor time, contracts, and charges as applicable
• Ensures tasks are performed within established policy and procedures
• Successfully complete all required job specific, compliance-related training. Understand, utilize and follow compliance/risk and control programs
• Ensures ongoing compliance with internal / external audit and regulatory requirements; Provides prompt and comprehensive response to all external audit, regulator and compliance requests and findings; Maintains appropriate records of action plans

Employee/Team Accountability:

• Be engaged in advancing and sustaining a unique, inclusive culture that reflects TDs diversity agenda, and creates an extraordinary employee experience
• Participates fully as a member of the team and contribute to a positive work environment
• Ensures ongoing communication with the team on the status / progress of projects and issues / points of interest
• Actively shares information and knowledge and proactively learn from the expertise of others

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.

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 deliver legendary customer experiences to 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 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 you've 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, we're here to support you towards your goals. As an organization, we keep growing and so will you.

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.

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. 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. Training & Onboarding We 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.

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.