Bilingual Resource Officer III, Contact Center

TD•Laval, QC

9d•CA$58,800 - CA$83,000•Onsite

About The Position

Provides a broad range of service / advice support to representatives and is responsible for resolving escalated issues with customer / partners. This role requires expert knowledge of the business environment, processes, procedures, transactions, and activities to provide customer/partner support on complex transactions, activities, and product feature advice and guidance. It demands an expert understanding of a range of products and services, processes, procedures, systems, and concepts within their own and related areas of specialty, where transactions can be characterized by high complexity/risk. The role involves completing work within specifically defined parameters with guidance from management as necessary, requiring diplomacy to exchange ideas and information with internal partners and management. Acts as a deep subject matter process expert in a range of technical processes and procedures through job-related training and considerable on-the-job experience to perform a range of work assignments. Contributes deep technical knowledge to internal/external stakeholders. Focus of work is weekly, monthly, and/or longer with the addition of ad-hoc and initiative-based requests, as required. Requires advanced knowledge of the business unit/operational functions and interaction points with other related areas, as well as regulatory issues/requirements for jurisdictions supported. Requires expert process management knowledge, through job-related training and considerable on-the-job experience, to lead a range of work assignments. Generally reports to a Team Manager.

Requirements

Undergraduate degree and/or 3+ years relevant experience
2+ years consecutive LLQP/PQAP Licensed
Must be bilingual in English & French

Responsibilities

Provides courteous, efficient, and professional customer service to ensure inquiries, advice, and/or issues are managed promptly and effectively under all conditions.
Acts as a point of escalation for resolving customer/partner issues by analyzing options and determining solutions that are best suited for the customer/partner and escalate when necessary.
Fosters good relationships with customers and/or partners to positively contribute to the overall customer/partner experience.
Engages customers/partners in conversation to understand and meet their current and future products/advice and/or service needs by proactively providing them with information/advice/guidance.
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.
Identifies cross-sell opportunities and/or refers customers/partners to internal Bank partners.
Manages relationships with product partners to resolve complex issues.
May be expected to possess comprehensive knowledge of the market, competitive offers, and economic trends in order to contribute to overall customer/partner experience.
Prioritizes, assigns, and monitors the daily workflow ensuring processing is completed meeting Service Level goals.
Monitors and manages daily touch points and work distribution if necessary.
Identifies, leads, and actively participates in process improvements and determines solutions that will allow business to grow.
Promotes full suite of products, advice, services, and banking capabilities.
Offers advanced knowledge of practices and procedures within own area of responsibility and keeps abreast of emerging trends for own business area.
Acquires and applies expertise in the discipline, provides guidance, assistance, and direction to others.
Contributes to business objectives for Operational Excellence.
Protects the interests of the organization – identifies and manages risks, and escalates non-standard, high-risk transactions/activities where further clarity and interpretation is required for higher complex policies or rules.
Ensures necessary due diligence to support the accuracy of all customer transactions/activities.
Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts.
Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite.
Assumes responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct.
Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation, and teamwork, and ensures timely communication of issues/points of interest.
Supports the team by continuously enhancing knowledge/expertise in own area and participates in knowledge transfer within the team and business unit.
Keeps current on emerging trends/developments and grows knowledge of the business, related tools, and techniques.
Participates in personal performance management and development activities, including cross-training within own team.
Keeps 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.
Contributes to the success of the team by willingly assisting others in the completion and performance of work activities; provides training, coaching, and/or guidance as appropriate.
Contributes to a fair, positive, and equitable environment that supports a diverse workforce.
Acts as a brand champion for your business area/function and the bank, both internally and/or externally.