CM Customer Care Specialist IV

Work Location: Salem, Massachusetts, United States of America Hours: 40 Pay Details: $24.00 - $33.50 USD 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. Line of Business: Personal & Commercial Banking Job Description: The Cash Management Customer Care Specialist IV understands the financial needs of customers and provide appropriate solutions/advice/guidance and /or recommendations on a range of complex financial products and services. This role contributes to the growth of the business by developing and deepening new/existing relationships. Depth & Scope: Requires specialized expertise to provide customer /partner support on complex transactions, activities and product feature advice and guidance Provides exceptional inbound and/or outbound sales and/or service support to customers/partners on a range of moderate to high complexity financial products and services Acts as a sales process/product expert to customers and/or internal partners Identifies complex problems and formulates the most appropriate solution and escalates if necessary Uses insights into how the team integrates with other teams to coordinate efforts and resources to achieve shared objectives Has direct impact on the quality of the duties performed, or services provided, to the sales team and the unit supported Implements sales and customer service procedures and approaches to complete work Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions Generally requires specific formal certifications at this level of expertise ​ Education & Experience: Undergraduate  degree preferred 3+ years relevant 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 & III. Customer Accountabilities: Provides courteous, efficient, and professional customer service to ensure inquiries, sales and/or issues are managed promptly and effectively under all conditions Engages customers/partners in conversation to understand and meet their current and future products/ sales and/or service needs by proactively providing them with information/advice/guidance Offer advanced knowledge and/or advice/guidance as it relates to their respective business area Ensures 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 Identifies cross-sell opportunities and/or refer customers/partners to internal Bank partners Shareholder Accountabilities: Contributes to the achievement of business objectives by proactively attracting, acquiring and retaining customers / sales opportunities and referrals, to increase profitability and enable business growth Promotes and offer full suite of products, sales, services and banking capabilities Contributes to business objectives for Operational Excellence Supports the timely and accurate completion of business processes and procedures Protects the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary Ensures documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations Identifies, suggests and actively participates in process improvement opportunities Ensures necessary due diligence to support the accuracy of all customer transactions / activities Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite Assumes responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct Employee/Team Accountabilities: Participates 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 Supports the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit Keeps current on emerging trends/ developments and grow knowledge of the business, related tools and techniques Participates in personal performance management and development activities, i