Contact Center Rep III, Direct Investing (June 29th)

TD•Markham, ON

12d•Onsite

About The Position

This role focuses on creating an exceptional customer experience within Personal & Commercial Banking, specifically in Direct Investing. The Contact Center Representative III is responsible for managing customer inquiries, issues, and providing advice to meet and exceed customer needs. This position involves completing financial transactions accurately and efficiently, identifying cross-sell opportunities, and referring customers to appropriate internal partners. The role requires a thorough understanding of customer life cycle needs and digital banking products and services. Additionally, the representative contributes to business objectives by identifying advice opportunities and referrals, promoting the full suite of TD products and services, and adhering to operating policies and procedures. The position also involves supporting process improvement, ensuring due diligence for all transactions, and complying with the Bank Code of Conduct. Teamwork, continuous learning, and contributing to a positive work environment are also key aspects of this role.

Requirements

High School diploma, Undergraduate degree and/or 1+ years relevant experience.
Requires expertise in a variety of advice and service related activities to provide customers / partners with advice on transactions, activities and product features.
Requires advanced skills and expertise in a defined set of products and processes and could be characterized by moderate complexity/risk.
Gathers and analyzes data to identify and to help solve complex problems.
Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines.
Understands how the team works together to coordinate their efforts and resources to achieve objectives of a business area.
Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessary.

Nice To Haves

May require specific formal certifications at this level of expertise.

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.