Managed a large team of Digital Communications Specialists who were responsible for all online interactions with clients of various TD Bank Financial Group business units ranging from personal banking to wealth to insurance.Having joined the business in the early stages of Social Customer Service within the organization, I played a key role in the evolution of digital contact models and multiple projects that built the foundation for the bank's current online contact strategy. I played a significant role in the onboarding of capabilities such as http://assistancetd.com, @TDInsurance, live chat, @MBNACanada, Text TD, Facebook Messenger and various digital contact medium that the bank currently employs.Within the social space, I have a strong understanding of brand loyalty and how a strong customer engagement strategy is pivotal to creating sustained organic growth and the importance brand ambassadors within the customer base.

Acted as a subject matter expert for front line staff ensuring regulatory and legal requirements were adhered to across Canada's provincial jurisdictions.Authorized advanced recovery solutions such as waiving of arrears, inhibiting of interest and debt restructure options. Approved progressive collections measures and legal action or write off action when necessary.Drafted various legal documents when required such as demand orders and resolved escalated customer issues as required.

Acted as a subject matter expert and frontline support for advisors and agents. Provided authorization for large and high-risk transactions. Managed second level complaints from clients balancing risk and the customer experience.