Dive Brief:
- TD Bank appointed Allison Robinson head of U.S. consumer solutions, service and operations last week. She will report to Matt Boss, head of U.S. consumer banking.
- Robinson is in charge of customer experience, sales and advice, network and mass affluent strategy, day-to-day store operations and store transformation at the bank.
- TD customers expect exceptional service and advice whether they’re banking digitally, in-person or over the phone, Robinson said. "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,” she said in a prepared statement. “Our job is to deliver those thoughtful solutions that help customers achieve their goals.”
Dive Insight:
Robinson joins TD Bank as it faces regulatory action for its failure to prevent a money laundering scheme by former employees and for sharing inaccurate customer data with credit agencies.
This October, the bank was ordered to pay $3 billion to the Treasury Department and Justice Department for its insufficient safeguards to prevent money laundering.
The company also faces growth restrictions. The Office of the Comptroller of the Currency imposed a $434 billion asset cap on its U.S. retail banking operations, pointing to the bank’s “persistent prioritization of growth over controls.”
A month prior, the Consumer Financial Protection Bureau ordered TD Bank to pay $28 million for giving inaccurate customer information to credit reporting agencies and failing to investigate customer disputes, which in some cases impacted customers' access to credit.
In comments published by TD Bank last week, Robinson stressed the importance of building trust with customers.
“Customer service is a relationship,” Robinson said. “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.”
Robinson is a 21-year veteran of Truist, where she led approximately 13,000 employees.
