Bilingual Contact Center Representative

TD•Brossard, QC

8d•Onsite

About The Position

This role is for a Bilingual Contact Center Representative within Personal & Commercial Banking at TD, located in Brossard, Quebec, Canada. The position focuses on delivering an exceptional customer experience by promptly and effectively managing client inquiries, providing advice, and resolving issues. Representatives are expected to identify customer needs, offer solutions, and provide comprehensive product knowledge, particularly concerning digital banking products and services. The role involves contributing to business objectives through identifying advice opportunities, referrals, and promoting TD's full suite of products and services. It also emphasizes operational excellence, compliance with Bank Code of Conduct, and active participation in a positive team environment, including continuous learning and knowledge transfer. The position requires developed knowledge and skills to offer service and advice for a range of low to moderately complex financial products and services, providing recommendations and guidance to customers and internal partners, and resolving atypical customer situations. TD is a leading global financial institution committed to providing fair compensation, growth opportunities, and a supportive work environment. They prioritize client experience, diversity, equity, and inclusion, and demonstrate community impact through initiatives like the TD Ready Commitment.

Requirements

High School diploma, Undergraduate degree and/or 1+years of relevant experience
French/English bilingual required
Developed knowledge and skills to offer service and advice for a range of product and services
Broad knowledge and understanding of the full product suite, services and processes of the business area
Full proficiency gained through job related training to perform a range of activities
Ability to understand how the team integrates with others to accomplish business objectives
Ability to impact the quality, timeliness and effectiveness of the advice team or services provided to customers
Knowledgeable of and comply with Bank Code of Conduct
Ability to ensure necessary due diligence to support the accuracy of all customer transactions / activities
Ability to ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
Ability to understand and apply operating policies and procedures
Ability to identify customer needs and determine solutions to customer problems
Ability to ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
Ability to offer comprehensive product knowledge and/or guidance as it relates to their respective business area
Ability to create an exceptional customer experience

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 hig- 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
Provide exceptional inbound and/or outbound service and/or advice support to customers/partners on a range of moderately complex financial products and services
Provides recommendations and guidance to customers and / or internal partners
Provides solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes
Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the advice team
Explains detailed and/or complicated information within the team; builds working relationships with customers and related teams
Identifies and resolves issues within discretion and authority on processes, transactions or escalates internally as required