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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:

Department Overview:

The role of the SCCO (formerly Ombudsman's Office) is to conduct a thorough and impartial investigation of all the issues relating to customers' concerns. We review the issue and relevant documentation with both the customer and the area of TD involved so that we fully understand the customer's concerns and expectations, the level or type of service that the business area agreed to deliver, and the reasons why the customer's expectations were not met. We approach our investigations with the objective of arriving at a fair and fact-based resolution. Throughout the process, we keep our customers informed, treat them with respect and let them know that we value their business and their feedback.

Although our primary mandate is to resolve specific customer complaints, we are also proactive in identifying to senior management issues or areas within their product offerings or service levels that need to be modified to enhance the way in which TD services its customers.

Position Summary:

• The SCCO is the final point of escalation for customers within TD. All contacts are received through the Intake Officer.

• The Position is responsible for overseeing, assessing and responding to all incoming communications to the Office, including through email, phone, fax or mail within established service levels.

• Triage and assess each inquiry or complaint using sound judgement and accurately assess whether it lies in the responsibility of this office or needs to be redirected to another area of the Bank.

• Enter information on TD's complaint management system.

• Assign SCCO cases to investigators, being mindful of workload and area of business expertise.

• Maintain and update intake templates used in response to common customer inquiries.

• Foster solid working relationships with others in the complaint resolution process both within TD and externally.

• Contribute to a culture of continuous improvement and process excellence by identifying and implementing improvements to the Intake Customer Experience.

• Liaise as appropriate with various internal and external stakeholders to obtain required information and documentation for each case to support the assessment process and to facilitate the appropriate sharing of information to enhance service delivery.

• Identify and escalate requests from regulators or media escalations and higher risk communications that may raise concerns about reputational risk or safety issues to the Senior Manager, Investigations.

• Work within the values and priorities of the SCCO and promote a positive working culture and collaborative team environment.

Qualifications/Skills/Experience:

• Previous direct experience with complaint handling and problem resolution would be an asset.

• Branch Banking and/or distribution experience with a proven commitment to fairness and Legendary Customer Experience is an asset.

• Requires the ability to exercise sound judgment as to when to seek timely advice or escalate a serious, sensitive or unfamiliar matter.

• Superior communication skills to regularly deal with persistent and difficult customers and situations, including a high level of verbal and written competency.

• High emotional intelligence and empathy for customer complaints.

• Ability to be able to manage a high-volume workload with limited guidance and to effectively prioritize the demands of the position which vary in volume, nature and complexity.

• Patience, composure and the ability to empathize are required.

• Strong competency in MS Office applications required. Competency in C3/S3 and TD's complaint management system would be an asset.

Specific Educational Requirements/Accreditations:

• Undergraduate degree preferred.

• Fluency in French language required.

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 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
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 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 more

Additional 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. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we're committed to helping you identify opportunities that support your goals.

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.

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):