The greatest challenges can often be the greatest opportunities.
For Allison Robinson, the new Head of Consumer Solutions, Services and Operations for TD Bank, America's Most Convenient Bank, these words have defined her esteemed career in banking. She looks forward to putting those words in action at TD.
"When TD customers see the TD shield, they expect exceptional service and really great guidance through all of our channels, whether engaging in person at one of our stores, interacting digitally, or over the phone," said Allison, a South Florida native who is based in Miami. "It's early days but I think one of our biggest opportunities is to ensure we can meet customers in all the ways they want to be served; that we do it quickly and effectively... Our job is to deliver those thoughtful solutions that help customers achieve their goals. "
The only way to successfully meet the challenge of providing the best service is a collaborative effort, according to Allison.
"TD colleagues have my absolute commitment to be collaborative, to listen, to make sure we simplify and do everything we can to make it easy to help our customers," she explained. "And we're going to do that together, with a lot of fun and a lot of enthusiasm."
Allison began her banking career 21 years ago as an associate in a program for Leadership Development. She worked in retail locations and moved into executive roles as her career matured.
Read on to learn more about Allison's perspectives on banking and leadership, why knowing your customer is so critical to success, how she manages three Bernese Mountain Dogs at home and her favorite book and TV show.
What are you focused on in the near-term in your new role?
I'm extremely excited about this role because it gives us a chance to further focus on how we help customers. Every day, I think about how we can help customers understand financial solutions that connect them with their short-term and long-term goals.
Right now, I'm on a listening tour. I'm enjoying visiting the stores, meeting our amazing colleagues, and learning how we operate today. I'm also seeing the ongoing work that's designed to improve how we serve customers in the future and build that better version of TD.
Why did you decide to come to TD Bank after working at your previous bank for 21 years?
I've had the benefit of an amazing career that has taken me across business lines, which has helped me tremendously. The opportunity at TD was exciting as the culture here is a differentiator. In the short time I've been here, I've seen it firsthand and am even more energized about my role.
There's no better way to professionally grow your own skills than having to do things that are either complex, hard, or new to you. When I saw what TD is now focused on and what they're looking to create and drive, I felt I would be able to add value to deliver that vision. I'm also excited to collaborate with the many great leaders and colleagues at the bank.
Throughout your career, you've focused on creating strategic pathways for financial inclusion. Can you tell us about your perspective on how important financial inclusion is for TD customers?
It means creating trusted partnerships between a financial institution and the customers in the geographies that it serves. So much of that occurs through financial education both in person and digitally.
Financial inclusion is not just about a certain income level. Financial inclusion is very much about creating access so that individuals, families, and business owners understand what's available. They feel empowered to make financial choices that help them achieve their goals.
You'll be overseeing the day-to-day store operations across the TD footprint. How do you make sure the customer experience is optimal in each location?
When I think about how we best serve the communities that we're in, I actually think consistency helps us accelerate how we're helping customers.
Earlier in my career, as I had a chance to serve multiple geographies, I assumed that everything is so different and bespoke in every city and town. The exciting part is there's actually a lot of similarity. When designing products or thinking through routines there's a lot we can do that's the same and still keep the opportunity to serve in a unique way when it presents itself.
At TD, we have very knowledgeable bankers who are excited to serve our customers. Our colleagues are invested in our customers and focused on understanding their financial needs. We want to make great recommendations or help someone if there's a problem.
Having a community-first approach with the backing of a much larger financial institution gives us the opportunity to transform, invest and keep up with customer preferences. It's the compliment of the two that makes it the best.
During your career, you've worked directly with customers. What would be your best advice for customer-facing colleagues?
The best advice I have is to genuinely want to know what's going on in their life so you can provide the best financial solutions that help them meet their goals.
Customer service is a relationship. We might be talking about a single account or a single interaction, but at the end of the day, we're building trust and that trust is what will allow us to serve customers for years to come.
There's an opportunity every day, multiple times a day, for our colleagues to give that outstanding guidance to the customer. If we enthusiastically and consistently take advantage of that, we will certainly fulfill our vision to be the better bank.
What is one of your favorite books?
One of the most impactful books I've ever read has been Dare to Lead by Brené Brown. Her teachings around vulnerability and speaking the same language have helped me professionally and personally. She's been an influence in my own leadership style. I like to say that Brené Brown is my best friend, she just doesn't know it yet. If you need a moment of inspiration, or to learn more about how to excel and better serve others, Dare to Lead provides a wealth of knowledge. And Brené does it in a really fun, practical way.
What's your favorite way to spend a day?
I enjoy walking. I have three Bernese Mountain dogs. Because of their size, I have to walk Maven, Murphy and Marley each individually, which is how I get my steps in. They bring me such joy.
I also love food, so a great dinner is a perfect way to end a day.
Finally, we heard that Golden Girls was your favorite TV show. Tell us why.
I love the Golden Girls because it's about authentic friendship and it shows that you don't all have to be alike to have great relationships. Wonderful friendships and a lot of laughs to get through the day – I can't think of anything better than that.