Contact Center Rep III, Direct Investing, Trilingual - Mandarin & Cantonese & English - (Aug 17th)

TD•London, ON

6d•CA$45,300 - CA$63,900•Onsite

About The Position

This role is responsible for creating an exceptional customer experience with every client interaction and contributing 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. The position involves identifying customer needs, determining solutions to customer problems, and offering comprehensive product knowledge and guidance. The representative is expected to handle customer/partner problems appropriately the first time, escalating issues when necessary. They may also identify cross-sell opportunities and refer customers/partners to internal Bank partners. A key aspect of the role is to meet customer/partner needs by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of customer/partner life cycle needs. Additionally, the role involves completing a broad range of financial transactions accurately and efficiently, particularly as it relates to digital banking products and services.

Requirements

High School diploma, Undergraduate degree and/or 1+ years relevant experience.
Trilingual - Mandarin & Cantonese & English

Nice To Haves

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.
Provides subject matter guidance to customers and/or partners.
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.
Impacts their own team and other teams whose work activities are closely related.
Recommends modifications to existing advice or customer service processes and solutions to improve the efficiency of the team.
Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessary.
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.