Pros
I think the training modules are excellent and certainly cover everything a CSR needs to know about the organization and their jobs. I have the added benefit of working with some great colleagues who are friendly and supportive. Management for the most part has also been considerate and helpful in making sure that everything is going alright. Certainly learn a lot on the job and become more knowledgeable and skillful because of it. The benefits available are great and certainly worth while whether you are P/T or F/T. My branch makes everyone feel like part of the team with episodic events and get togethers. The managers' doors are always open which is good when problems arise. I find the work that we do is gratifying because even when are selling services, they are at the benefit of the customer. It is just tough to do when they are in a rush and just want to deposit a cheque or cash. Regardless, it is a great feeling being able to help a customer enhance their portfolio and to be considered a hub of information for any questions that may be asked.
Cons
Sales, sales, sales. It comes with the territory and that's fine. What's not fine is how you lose sales points if someone cancels a service that you signed them up for. It doesn't matter if another teller cancels it for the customer, you will lose the sales. Some people naturally are stronger at sales then others but TD puts way too much of an emphasis on sales and referrals without taking into consideration employees have different hours and capabilities. It also does not help when you reach one sales quarter, they then increase your sales goals by 6x its previous amount and then cut your hours by 1/3. Getting 3 hour shifts when it is really busy doesn't help any. I believe it is unethical to post everybody's sales goals for everyone else to see. This should only be visible to the individual CSR and the management. It is also unjust to open the e-mail and see the people doing well (in green font) to people doing okay (in yellow font) and then the people doing poorly (in red BIG font). If that's suppose to be a form of motivation, then they fail in that regard as well. Branches overall suffer because of poor sales goals and then management is dumped on by superiors who then dump on CSRs. The other area of concern is checking for satisfaction. You need to get the highest level of satisfaction. Does not matter if people are very satisfied, they need to be extremely satisfied. This isn't an impossible thing to accomplish as I have done it a couple of times. The problem is when things are beyond the branch's control such as a shortage of staff and long lines. When a customer is called and queried about their experience, they may say something about the lines being too long and whichever teller was dealing with them could get an unsatisfactory even though it was from something beyond their control. My branch is notorious for being short staffed but with the excellent people we have behind the wickets, we certainly hold down the fort as best as we can. Of course customers could be extremely satisfied based on something less relevant like the branch having nice decorations so it does go both ways.