Contact Center Rep II

TD•Toronto, ON

1d•Onsite

About The Position

This role is within the Personal & Commercial Banking line of business and focuses on creating an exceptional customer experience. The Contact Center Rep II is responsible for managing customer inquiries and issues promptly and effectively, identifying customer needs, and offering solutions, particularly related to digital banking products and services. The role also involves completing financial transactions accurately and efficiently, promoting the bank's products and services, and contributing to business objectives through advice and referrals. Teamwork, continuous learning, and adherence to operating policies and procedures are essential. The position requires a broad knowledge of the full product suite and processes, with a focus on providing service and advice for a range of moderately complex financial products and services.

Requirements

High School diploma, Undergraduate degree and/or 1+years of relevant experience.
Requires developed knowledge and skills to offer service and advice for a range of product and services.
Requires a broad knowledge and understanding of the full product suite, services and processes of the business area, and can be characterized as low to moderate in complexity/risk.
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.
Requires full proficiency gained through job related training to perform a range of activities.
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 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.