Bilingual Resource Officer III, Contact Center

TD•Laval, QC

8d•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 involves providing courteous, efficient, and professional customer service, acting as a point of escalation for resolving customer/partner issues, fostering good relationships, and engaging customers/partners to understand and meet their needs. The position also requires identifying cross-sell opportunities, managing relationships with product partners, and potentially possessing comprehensive knowledge of the market and economic trends. On the shareholder side, responsibilities include prioritizing and monitoring daily workflow, managing work distribution, leading process improvements, promoting the full suite of products and services, and protecting the organization's interests by managing risks and ensuring due diligence. Teamwork and continuous learning are also key aspects, with expectations to participate fully in the team, support a positive work environment, enhance knowledge, and keep others informed. The role requires expert knowledge of the business environment, processes, and products, with transactions potentially characterized by high complexity and risk. Work is completed within defined parameters with guidance from management, and requires diplomacy in communication with internal partners. The role is generally for a Team Manager.

Requirements

Undergraduate degree and/or 3+ years relevant experience
2+ years consecutive LLQP/PQAP Licensed
Must be bilingual in English & French
Expert knowledge of business environment, processes, procedures transactions, activities to provide customer /partner support on complex transactions, activities and product feature advice and guidance.
Requires expert understanding of a range of product and services, processes, procedures, systems and concepts within their own and related areas of specialty, and where transactions could be characterized by high in complexity/risk.
Completes work within specifically defined parameters with guidance / direction from management as necessary.
Requires 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 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.
Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements.

Responsibilities

Provide courteous, efficient, and professional customer service to ensure inquiries, advice, and/or issues are managed promptly and effectively under all conditions.
Act as 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.
Foster good relationships with customers and/or partners to positively contribute to the overall customer/partner experience.
Engage 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.
Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners.
Manage 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.
Prioritize, assign and monitor the daily workflow ensuring processing is completed meeting Service Level goals.
Monitor and manage daily touch points and work distribution if necessary.
Identify, lead and actively participate in process improvements and determine solutions that will allow business to grow.
Promote full suite of products, advice, services and banking capabilities.
Offer advanced knowledge of practices and procedures within own area of responsibility and keep abreast of emerging trends for own business area.
Acquire and apply expertise in the discipline, provide guidance, assistance and direction to others.
Contribute to business objectives for Operational Excellence.
Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities where further clarity and interpretation is required for higher complex polices or rules.
Ensure necessary due diligence to support the accuracy of all customer transactions / activities.
Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts.
Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite.
Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry 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.
Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques.
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 the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
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.