customer service representative

banking associate

service à la clientèle

financial advisor

customer experience associate

TD Bank

TD is a great company; it genuinely cares about its employees experience and does its absolute best to ensure the experience is not tarnished. The decision and negligence of incompetent leaders within an organization are not what I use to determine what makes a great company. In this case, at TDI leaders foster a negative employee experience through indirect belittlement, lack of recognition, and favoritism. 

I've seen employees walk out, and never return. we've had employees send team wide emails upon their departure and outline all the issues within the leadership team (nothing changed). We've had new hires within 90 days into the role face mental stress and frantically look for external/internal opportunities to leave the company or environment. I've had people tell me because of the negative atmosphere and no positive career development that they do not feel fulfilled in their roles at TDI McNabb (Markham Office). People are supposed to be coming into work and leaving with a feeling that they've invested their time. Our leadership team has built such a toxic environment you walk away from every shift feeling like you wasted 8 hours of your time and all your accomplishments throughout the day were to no avail. 

It is a very controlled environment, every second of your shift is accounted for and tracked. Your washroom breaks, your personal breaks be it for emergency, personal care, hygiene, even the time you leave your desk to fill your mug up with some tea or coffee is tracked and used to penalize you through the several metrics assigned to each advisor. If you arrive to work on time at 9AM, but login past 9AM and 30secs, you will be marked as 1 min late. All your lates will be accounted for and used to give you a lower score at your year end review. Reason you ask? Well the company pays you to take phone calls, and you weren't taking calls on time, therefore affecting the client experience. Absolutely absurd. Common sense does not exist within this environment. There is no leadership, just management who's sole purpose is to micromanage advisors, and conduct "coaching" sessions to inform you that having 10 sick days over the last 12 months is unacceptable, that going past your lunch by 1 min is unacceptable, that exceeding your personal break time by 30 secs is affecting your efficiency metrics... The list goes on. My personal favourite, "talk time" You are tracked on how long the calls take, and are told to keep it within 10 mins. Yet doing a single auto quote can range from 13-25 mins given all the compliance requirements you need to discuss with the client. There are so many metrics, that they all contradict one another... The system was designed for you to fail. 

This environment is the worst, if not one of the worst workplace environments that I have ever worked in. Nobody is happy, not the managers, not the advisors, no one. You come in, put your headset on, or as they call it "the leash" take back to back calls non-stop, and try to hit metrics that are not in your control. You have absolutely no opportunity to socialize with co-workers without it affecting your efficiency metrics. Indirect belittlement through coaching and within the office is consistent. Managers lounge around on tables in the middle of the office munching on food and pretending to work on their laptops whilst their teams around them are mentally exhausted and speaking to clients on the phones. We also pay $45 bi-weekly for just short term disability insurance (a mandatory benefit), the highest of any workplace. About half of the workforce in this office is on short term for mental health related issues such as stress. You also have no timely freedom whatsoever to pursue projects or network to grow within the organization. They just need bodies on the phone, if you are one of those bodies, forget promotions. They are always short staffed because advisors resign on a monthly basis. The ones still working there, are actively looking for new jobs and expect to be around for a few more months, if not weeks. 

If you see job postings for Insurance Advisor at the Markham, ON location for 101 McNabb, I encourage you to take this review very seriously about this position. 

This environment is beyond repair. Management has a really bad ego issue, and think they are better than each other/advisors. Nobody is treated as a professional. It's almost like advisors are a kindergarten class that constantly needs to be coached consistently for menial things that common sense would prevail. Middle managers cannot lead their teams by themselves. They do what upper management forces them to push down the pipe. Once again, absolutely no leadership in this building. Just micromanagement. 

Please be mindful that TD is an excellent employer, but workplace experience is determined by the people you work with. This is an honest and genuine review of working for TD Insurance at the 101 McNabb office. Do what you will with this info, good luck on your job search!

- Typical call centre environment
- Too many matrix, which often are hard to achieve. One extra minute (yes even just 1 minute) can mess up with "away from laptop" time
- Micro-management: each click in the screen are monitored
- If something goes wrong (let's say one of the monitor is not working), all coaches and/or managers will try to put the blame on someone else - typical corporate culture (even though one will always be treated as a customer service employee)
- Too less opportunity to grow in the company - yes they would always keep saying that after a year, you will get a promotion BUT the truth one is just going to go in different departments  (easyline to loss-prevention or credit or something) then one could be a coach or a resource office - honestly, one will never be able to get into a core banking (not the customer service) no matter how many years they work
- Customer can get difficult (2-4 in a day, minimum) but sometime they do have valid reason for that. They would always claim customers signed up for an account after given the opportunity to read the terms but when I opened up my account (as in, I went through the same phase), I was not told about those stuff and hardly was given an opportunity to read the terms. So some customer are right to complain/argue and in that case, I have to ensure bank's interest is getting protected - sometimes it gets really difficult to do such
- Training was fun, one will make some friends in those 2 months. There is a table-tennis and free coffee but the breaks are way too limited - 30 mins and two 15 but one has to come back on time to not mess up their matrix
- Coaching will be there always even one does the minor mistake. I once got coached for not saying the sentence "thank you for business with TD" (even though, I followed all other protocols of greetings and was very nice to the customers)
- Even though the training is for 2 months but one has to take calls the very second week - will create that "fish out of the water" situation (which to some extent is good) - but it turns out to be bad when you still don't know many stuff after your training (there are like 89k procedures in their system and sometimes it takes a considerable amount time to find that particular one)
- Advice will be: If you're good in customer service, that's all you did so far and keep planning to do so and most importantly can take stress of handling difficult customer each and every day (not a day or two in a work-week but every day) then yes this might be a good place for you. If you just graduated and get into this job thinking there is a future to build a banking career then no, don't get into this (unless you're doing it for the expenses till you get a better job). They would keep telling you there is future - no there is none, the highest you would get is a supervisor (coach or resources officer) level that too after a certain number of years.
- there is a reason, the turn-over is that high in this sector. not everyone's cup of tea

I enjoyed my career until Nov 2018 with TD, everything was fine the way it was. Then some genius in the corporate head office decided to implement digital micromanagement through "Future Ready". It was created to collect data and metrics to see how you perform among your peers and if you can meet your sales goals or not. 

The only good thing implemented was the LCEA position, career development and coaching to help managers monitor their staff to uplift LEI. However, over time this process became tedious and unnecessary. The staff started to get bored and depressed whenever they were coached, as it was the same repetition of behaviour metrics met/not met. These figures would determine their survival in TD. If you don't bring good LEI by begging customers to do the email survey, be very careful as you might be looked down upon. The biggest reason is everybody's quarterly bonuses are depended on Team LEI. By now you must have gotten a gist of how important LEI is for your role in the retail branches. 

The reward and recognition is just a joke as I wasn't able to recognize my subordinates without the branch/district manager's approval. The company has zero empathy for it's staff and since the influx of new job seeking immigrants in various cities, they don't care about their existing loyal staff anymore. You will be easily replaced due to the abundance of people who want to work for the banks. 

There is no work life balance at all unless you're in top of the pipeline. They will schedule you left and right and are non compliant with local labor laws. For example you will be scheduled for back to back shifts with only 9-10 hours gap which is illegal in Saskatchewan. These kinds of shifts should be paid double for couple of hours next day, but TD doesn't honour this. Never work for a 7 days open branch, as weekends are crazy busy and will mentally drain you. I personally suffered from insomnia, migraine, high blood pressure and gained 20 pounds due to the amounts of coffee/energy drinks I drank to cope up with the bank'sneeds and fast pace environment. 

TD's retail environment is as stressful as working in a cheap labor sweat shop. It's a constant bombardment of customer problems, emails, schedule problems, picking up the phone (one of the behaviour metrics), being short staffed on busy days, surprise audit visits and being treated as a number and not caring about staff's family life and health. I can go on for a while about the tragedy, this once respected bank has become.

The biggest thing that reflects the cheap mindset of this bank is, after you quit, you lose your staff account immediately. Before they allowed people to have it for a year or two. On top of that they will charge you all kinds of withdrawal fees right away. Shame on you TD for doing this weak move. I closed all my accounts and moved my investments elsewhere. 

This shows how desperate you are to pump up your profits and be #1 at cost of your loyal employees.

Final Verdict: Do not join this bank, unless you are desperately seeking a job for a short time.

I worked for TD for 5 years throughout and after my schooling.  I gained various interchangable skills in multiple front line positions.  I learned valuable business skills especially in Customer Service and Sales.  I found that even in one role managers frequently changed so it was important to document your successes, as some managers will be extremely helpful whereas others you wonder if they know what they are doing.  You must seek Human Resource advice and guidance but this may not always be a valuable source.  Seeking a personal mentor and people to advocate on your behalf is the only way to gain advancement, even then competition is great.  Rotational shifts are even for full time staff there are limited set hour positions making life balance difficult, even for senior staff.  If you dont mind repetition, tend to be somewhat of an introvert and can manage the stress of consistently meeting goals and abiding by always changing guidlines then the call centre may be a good place for you.  I find that a general business degree can get you anywhere you want to go as they tend to focus on internal development, I had my education in HR and that did not seem to get me into the department, lots of work needs to be done, and even after that you may not get there.  There are many different roles you can take part in but be careful about contract positions and what you may be risking.  I would suggest creating a clear cut plan and branding yourself as best as possible.  Be open, minded, sales driven, and willing to move for opportunities. I was not able to move, not able to obtain a different position, and became exhausted in the role I was in, after 5 years of putting everything into the Bank working overtime, volunteering, gaining interchangable skills and maintaining the "can do" attitude, I became highly discouraged and felt like I was no longer learning and wasting crucial time in a role that I could no longer do. In order to get into HR you must be able to go up the ladder in various supporting roles including management, which is understandable but it really retaining employees for a lifetime, with the scary possibility of it not happening.  I guess it may be worth the risk, but make as many connections as you can, know your rights and resources, make sure you dont fall through the cracks.

With over 20 years working experience with TD Bank, I bring my knowledge of  management, leadership, communications, time management, project coordinator and the customer and employee experience to be considered a candidate for a new job opportunity.

I started my career with TD Bank completing TD Banks Management Training Program in retail banking where I was a SR Manager of Customer Service and Sales.  Provided leadership and direction to team to achieve superior individual and team results while fostering clear client focus and commitment. I recruited all talent for the branch, and coached and led the branch to obtain sales and service goals successfully throughout each quarter by following TD Banks Customer Experience Model for premium customer service. As well, I was involved in all operational compliance.  I also took an active role in ensuring that all my direct reports had the tools to do their job accountabilities to their fullest potential as well as ensured they were coached for future advancement within TD. Lastly, I identified risk areas within the team and work to minimize the potential impact.
 
 Thereafter, I transitioned to the corporate side in the Retail Real Estate area where I held the position of Relationship Manager/Project Coordinator. Here I worked with branch development where we forecasted and coordinated all new branch openings, relocations, and branch mergers projects across Canada. I was responsible for managing an extensive team of all external partners ensuring status quo. Responsible for beginning to end procedures of new branch openings, relocations and branch mergers across Canada. My main goal was to ensure our external partners were kept accountable, yet still ensuring a strong and professional client relationship, enabling TD Bank to meet all their goals.
 
Some of my skill sets are: Communications, Leadership Management, Team Management, Operations, Customer Sales and Service, Optimization, Compliance, Project Coordination, Retail Management and Corporate Retail Real Estate and goal driven.

I work well under pressure, I have excellent time and project management skills, I am detailed oriented and work well on multiple projects and I have a strong work ethic. Always placing the customer and employee experience at the core. I have a passion for coaching employees to reach their fullest potential.

TD Canada Trust: A Shining Example of Customer Service Excellence

Rating: ⭐⭐⭐⭐⭐ (5/5)

As a customer service representative, I've had the privilege of working for many companies, but my experience at TD Canada Trust has been truly exceptional. From the moment I joined the team, it was clear that TD prioritizes its employees and fosters a positive and supportive work environment.

One of the standout features of TD is its unwavering commitment to customer satisfaction. The company empowers its employees to go above and beyond to meet customer needs, providing us with the resources and training necessary to deliver outstanding service. I've always felt confident in my ability to assist customers effectively, knowing that I have the full support of my team and management.

TD's dedication to employee well-being is truly commendable. The company offers comprehensive benefits, competitive compensation, and ample opportunities for professional development. Throughout my time at TD, I've been encouraged to pursue my career goals and have received the support and mentorship needed to achieve them.

The work environment at TD is characterized by collaboration, teamwork, and mutual respect. My colleagues are not just coworkers, but also friends and mentors. We work together seamlessly to solve problems, share ideas, and celebrate successes. The positive atmosphere creates a sense of belonging and makes coming to work each day a pleasure.

TD's commitment to diversity and inclusion is evident in its hiring practices and workplace culture. The company values individuals from all backgrounds and fosters an environment where everyone feels welcome and respected. This diversity enriches our team and enables us to better understand and serve our customers.

In addition to its focus on employee and customer satisfaction, TD is also a socially responsible company. The company actively supports various charitable organizations and community initiatives, demonstrating its commitment to making a positive impact on society.

In conclusion, my experience as a customer service representative at TD Canada Trust has been nothing short of extraordinary. The company's unwavering dedication to customer satisfaction, employee well-being, and social responsibility sets it apart from other employers. I'm proud to be a part of the TD team and would highly recommend the company to anyone seeking a fulfilling and rewarding career in customer service.


TD is a great employer and has had numerous awards to prove that. Why am I not there? In a nutshell, my spouse had to relocate. I had actually taken this job because of the relocation, but was unable to act on that when the nature of the job made it a conflict of interest.

I worked as a customer service rep for TD Visa and I was quite good at it, although honestly, I never felt as though I was. I was always extremely nervous for the first 60-75 minutes of my shift for some reason. There was pressure for you to make sales, as well as not failing compliance.

On the sales end, to clarify, it's not as though you were forced to try to make sales, but you were expected to go over and above the customer's need to provide a "legendary experience." Don't get me wrong, that's not a bad thing to provide, but the pressure to provide it was stressful. Admittedly, that's probably a pressure I put on myself as I've always prided myself on my customer service. I don't want to give the impression that they were slave-drivers always pushing for higher numbers. Maybe it would've got that way at some point, or maybe I got lucky with my TM being a great person.

The more stressful aspect of the job itself was meeting compliance. Banking is highly regulated and calls are constantly being pulled to make sure everything is being done properly. That sounds like a good thing, but from a job perspective it gets stressful, especially when the tiniest issue could cause a compliance failure, like saying a word incorrectly or stumbling over your words and not starting over from the beginning of a sentence. I once failed because I had to update a customer's job title and I chose the best one I could find because there was a better one that required me to search a chart I didn't know existed.

One last thing I should mention is that out of a class of about 18 people, I think I was one of 5 or 6 that lasted past their 90 days. I don't know the reasons that most of them didn't last, but they didn't.

For me, that really was the worst of it which wasn't that bad at all. I know that most of the people who work there love it and with any job, there are things you don't like or people you don't get along with, especially in a company as big as TD. The biggest issue for me was that the corporate atmosphere really wasn't for me. I was good at what I did, but never felt comfortable due to the strict nature of the job. I prefer something a little more laid back, but it certainly wasn't a bad experience in the least.

Very monotonous,  high stress call center. Competition is their key business model, pitting employees against each other.  Managers are chosen based on meeting goals, not on management experience or qualifications. Most managers are not trained, they learn on the job at the expense of their team.  I've had some really horrible managers who just drove us hard to make them look better & get promoted.  
My mental health has been permanently affected  by working for TD for 10+ years. Physically,  I have permanent injuries & they are very slow to accomodate & show zero compassion. The insurance they offer is reluctant to accomodate or honour claims, regardless of how many medical professional lobby on your behalf. There have been several people forced back to work after mental break downs & before they are ready to face the stressful workplace & at least one suicide (in office) as a result of this.

You are ranked against your colleagues annually based on your performance, productivity & goals. This ranking is used when everyone has to bid annually to (hopefully) get a schedule that will fit your life. After 10+ years, I am still not guaranteed to have a Monday-Friday or even a day time schedule.  I am also not guaranteed  to get Christmas off despite seniority. I find this to be absurd. Pay increases are almost nonexistent, despite minimum wage going up. There is also a wage cap on all positions. 

Working from home since Covid is the only work/life balance I've ever experienced at TD. The trade off is the horrible & constant remote access issues, always blamed on the employee. You are not paid for time missed due to system access issues. They also claim access issues as being unproductive & productivity is a key metric to paying bonus. 

The office is like high school where the "popular kids" get treated better than the nerds, geeks & brainiacs. Managers & HR are all about TD & really do not care about the average employees. They act like they are your buddy & talk about an open door policy, but they will stab you in the back in a heart beat, especially to promote their own brand or get a promotion. 

All is well during the honeymoon stage, but once you get your foot in the water everything changes. Working in their Desktop Support department in the heart of Toronto was quite an experience. At first it was really good, 37.5 hours per week, flexible breaks, but after settling in I found that the only way to keep up was to not take breaks at all or even a lunch! People even signed in from home just to finish work. Keep in mind the holidays are slow but holidays only last so long. Co-workers were burnt out and took random days off. Some co-workers disliked one another and showed it. Everyone was super busy, some co workers were so busy they asked you to go to someone else for help. People were stressed out and you could tell judging from their attitude walking in to the office like they didn't even want to be there.

The hardest part of the job was finding out how unorganized their processes/procedures were. We would install an outdated piece of software and wouldn't have instructions on how to configure it for the user. You reach out to a group for assistance and are given the run around to go to someone else. You finally find someone who knew but has been out of that department for 5 years. Some co workers will even lead you in the wrong direction in regards to processes even if they've been there for 10 years. This shows how disorganized the bank is. The team leader would install 3rd party software for someone even if it was not allowed, then would not take ownership when problems occurred. Not to mention the manager was shady as well having many faces. Seniority is huge in banks, if you worked for 8-12 years you can be a manager even if you don't have the characteristsics of a manager. In IT you're not supposed to take work personal, you do your job then go home. At TD Bank, everyone took it personal becasue it shows on everones face when they walk into the office. I've never taken work personally until I started working at TD Bank. That tells you a lot about working for this company.

The best part of the job was going home. I have 2 other friends that worked for TD bank in different BU's and they are both glad they left TD. When leaving TD the grass is always greener on the other side.

A great enviroment for a people person, meeting and helping clients daily while preforming basic banking, wire transfers, investigations, account openings, safety security box (open and closing), credit product sales, mutual fund sales while having great conversations and building strong client relationships. Very busy daily, great to learn multi tasking and quick problem solving skills.

Daily contact with Management, Branch Managers, VP's, District VP's great in learning how to interact professionally with higher management.

Amazing teams and co-workers, like a family, everyone was extremly helpful and friendly, got along with everyone that started working at the branch. I assisted a lot in training new Customer Service Representatives with customer interaction to the banking computer systems, dealing with large amounts of cash deposites and withdrawls, audit procedures and regulations.

At times it could be extremly busy, the line was out of the doors and we would be short staffed so it could be very demanding with tight deadlines and making sure our customers were not waiting for long periods of time, so over time you learn how to deal with the pressure and effectively come together as a team with communication, learning processes so things could move along at a quicker speed, learning to trouble shoot and problem solve on your own while making decisions without management.

The most enjoyable part of working for TD was the friendships I built with customers, cooworkers, and our community learning about people and cultures and being able to go above and beyond to help people not just by doing your job, but more. I built very strong bonds and friendships that will last forever, like a family and I learned a great deal of amazing things working at TD. I am thankful for my years with TD becuase it taught me so much, not just about work but about life as well.

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