Operations Officer II

at  TD Bank

JOB DESCRIPTION:

Appraisal Officers are responsible for ensuring compliance with TD Appraisal Risk Rules through diligent review of appraisal reports. They verify the accuracy of these reports and publish the results on the customer application’s appraisal compliance screen, providing clear and accessible information to relevant stakeholders. Additionally, they maintain professional communication with branch partners, MMS (specialized sales teams), Private banking, Small Business, underwriting teams, and other partners, showcasing a strong understanding of appraisal compliance processes to effectively meet partner and customer needs. Bilingualism is considered an asset in this role, as it enables our team to support diverse language requirements and enhance service quality across different regions.

Customer:

• Execute transactions accurately, on time and in line with established guidelines / procedures while adhering to formal or informal Service Level Agreement(s) (SLAs)
• Refer or escalate processing or operational issues as needed based on a solid understanding of the issue, connecting with the appropriate function/partner to facilitate resolution and ensure that service quality is maintained.
• Identify opportunities to improve service delivery.
• Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels.
• Interact with partners by responding to requests in an effective and timely manner.
• Use effective relationship skills when communicating with partners/colleagues/customers.

Shareholder:

• Complete assigned workload to meet SLA requirements for service and productivity.
• Understand internal and industry regulations, remain informed of emerging issues, and apply appropriate due diligence in adherence with operating policies/ procedures.
• Consistently exercise discretion in managing correspondence, information, and all matters of confidentiality; escalate issues where appropriate.
• Support the timely and accurate completion of business processes including completing and recording transactions for either the organization or clients.
• Actively review internal processes/activities and provide ideas for process improvement.
• Investigate and escalate non- standard or high- risk activities as appropriate.
• Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g., Anti- Money Laundering, Business Continuity Management)
• Be knowledgeable of and comply with Bank Code of Conduct.

Employee/Team:

• Participate fully as a member of the team, promote team effectiveness, and contribute to a positive work environment.
• Support the team by actively building operations knowledge, think critically about processes and opportunities for improvement, and share ideas.
• Participate in personal performance management and development activities, including cross training within own team.
• Keep others informed and up to date about all relevant or useful information related to day-to-day activities.
• Contribute to a fair, positive, and equitable environment that supports a diverse workforce.
• Act as a brand ambassador for function and the bank, both internally and/or externally.

Breadth & Depth

• Works within generally defined guidelines, accountable for completing a range of transactions or activities that involve single to multiple steps and several systems or applications characterized by a combination of manual and automated processes.
• Transactions and activities require process knowledge for own area of expertise and could include ad hoc non-routine requests across multiple jurisdictions.
• Transactions are characterized by low to moderate risk/financial impact.
• Low to moderate decision-making authority within defined parameters
• Identifies issues and resolves or escalates internally as required (within a prescribed set of parameters/ rules)
• Typically interacts with internal partners and external customers (as needed)
• Focus of work is on the completion of day to day or weekly processes or activities however may include monthly routine activities.
• Requires working level knowledge of the business unit and operational functions for the business area supported as well as regulatory issues/ requirements for jurisdictions supported.
• Generally, reports to a Team Manager

Experience and/or Education

• Undergraduate degree/ college diploma preferred and/or
• 1+ year relevant experience

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.

Please refer the Job description for details