Bilingual Contact Center Rep III, Direct Investing

TD•Montreal, QC

1d•CA$47,200 - CA$66,600•Onsite

About The Position

This role operates in primarily an onsite setting workplace model as there is a mix of collaborative and independent activities associated with this position. You are expected to work from a TD premise at least 4 days a week. The hiring manager will provide more information on how this works for their team.

Requirements

Must be Bilingual in French/English
High School diploma, Undergraduate degree and/or 1+ years relevant
Requires expertise in a variety of advice and service related activities to provide customers / partners with advice on transactions, activities and product features
Requires advanced skills and expertise in a defined set of products and processes and could be characterized by moderate complexity/risk
Provides subject matter guidance to customers and/or partners
Gathers and analyzes data to identify and to help solve complex problems
Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
Understands how the team works together to coordinate their efforts and resources to achieve objectives of a business area
Impacts their own team and other teams whose work activities are closely related
Recommends modifications to existing advice or customer service processes and solutions to improve the efficiency of the team
Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessary
May require specific formal certifications at this level of expertise
Generally reports to a Team Manager

Nice To Haves

Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

Responsibilities

Create an exceptional customer experience with every client interaction and contribute to the ongoing improvement of the overall customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
Identify customer needs and determine solutions to customer problems
Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions
Offer comprehensive product knowledge and/or guidance as it relates to their respective business area
Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
May identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of customer/partner life cycle needs
Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
Complete a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
Identify customer needs and determine solutions to customer problems, particularly as it relates to digital banking products and services
Contribute to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth
Promote full suite of products, advice, services and banking capabilities
Understand and apply operating policies and procedures
Contribute to business objectives for Operational Excellence
Support the timely and accurate completion of business processes and procedures
Escalate non-standard or high-risk transactions / activities as necessary
Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
Support and participate in process improvement opportunities
Ensure necessary due diligence to support the accuracy of all customer transactions / activities
Be knowledgeable of and comply with Bank Code of Conduct
Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
Participate in personal performance management and development activities, including cross training within own team
Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
Contribute to a fair, positive and equitable environment that supports a diverse workforce
Act as a brand champion for your business area/function and the bank, both internally and/or externally
Requires expertise in a variety of advice and service related activities to provide customers / partners with advice on transactions, activities and product features
Requires advanced skills and expertise in a defined set of products and processes and could be characterized by moderate complexity/risk
Provides subject matter guidance to customers and/or partners
Gathers and analyzes data to identify and to help solve complex problems
Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
Understands how the team works together to coordinate their efforts and resources to achieve objectives of a business area
Impacts their own team and other teams whose work activities are closely related
Recommends modifications to existing advice or customer service processes and solutions to improve the efficiency of the team
Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessary
May require specific formal certifications at this level of expertise
Generally reports to a Team Manager