Bilingual Contact center Representative

TD•Brossard, QC

9d•CA$45,700 - CA$61,000•Onsite

About The Position

This role involves providing exceptional customer experiences through various client interactions, managing inquiries and issues promptly and effectively. The representative will identify customer needs, offer solutions, and advise on products and services, particularly in digital banking. They will also handle financial transactions accurately and efficiently, and identify cross-sell opportunities or refer customers to internal partners. The position requires contributing to business objectives by identifying advice and referral opportunities, promoting the full suite of products and services, and adhering to operating policies and procedures. Teamwork, continuous learning, and maintaining a positive, equitable work environment are also key aspects of the role. The role requires a broad knowledge of the business area's products, services, and processes, with a moderate level of complexity and risk. It involves providing inbound and/or outbound service and advice on moderately complex financial products, explaining detailed information, and building relationships with customers and related teams. Problem resolution within discretion and authority is expected, with escalation for non-standard issues. Full proficiency is gained through job-related training.

Requirements

French/English bilingual required
High School diploma, Undergraduate degree and/or 1+years of relevant experience
Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec les clients qui ont besoin de services et de soutien dans une langue autre que le français.

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.
Understands how the team integrates with others to accomplish business objectives.
Impacts the quality, timeliness and effectiveness of the advice team or services provided to customers.
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.