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The Customer Service Officer, Commercial Large Business (CSO CLB) provides support to teams of Relationship Managers/Analysts in the CLB segment. The position reports to either a Lead CSO (larger Units) or to the Manager Commercial Credit (smaller Units).Job Description
SHAREHOLDER Grow Contribution to Profit (CTP) of the Portfolio - 20% • Maximize support for Relationship Managers and Analysts in credit administrative matters • Actively contribute to sales results by: identifying potential sales opportunities when interfacing with customers and when performing internal duties; "warming up" referrals by asking questions to better establish specific needs of the customers; and referring opportunities to the appropriate person/area for follow-up and closing • Facilitate investment requests between customers and DirecTrade where required • Use the Commercial Sales Methodology as applicable Manage Credit and Operational Risk - 45% • Provide effective credit administration for the portfolio, both within the Unit and by interfacing with other parts of TDBFG. Role includes direct contact with customers on some credit administrative matters, such as obtaining Financial Statements and Accounts Receivable lists. • Leverage proficiency of various software applications/programs to ensure timely and accurate preparation of documentation required for portfolio management, client maintenance, and risk reporting • Adhere to the principles and be accountable for completion of tasks outlined in the "Commercial Monitoring and Control Guide" • Obtain/compile all the supporting documentation that the Analyst require for writing credits; prepare follow-up and default letters; follow-up on security to-be obtained; administer credit ratings, etc. • Partner with administrative support groups such as the CAS to facilitate their functions such as inputting credits, making payments, issuing Lines of Credit, etc. • Be knowledgeable of and comply with Bank and Industry Codes of ConductRequirements
CUSTOMER Relationship Management on the Portfolios Supported - 25% • Contribute to the Unit's customer service improvement activities • Follow best practice service standards • Maximize the role of the CCSC in providing service to customers on all matters for which the CCSC has responsibility. • "Deliver the Bank" by recommending, introducing and referring appropriate TDBFG Business Partners and ProductsAdditional Information
TEAM Leadership and People Development - 10% • Build/Maintain a productive relationship with the CCSC, CAS, BSC and retail branch network, acting as a link to those groups • Embrace and promote a positive environment that supports a diverse workplace • Actively participate in the performance management process including performance reviews, feedback and coaching sessions as well as performance and development • Seek knowledge both formal and informal in line with PDP objectivesHours
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