Contact Center Rep III, Direct Investing

TD•Markham, ON

10d•CA$45,300 - CA$63,900•Hybrid

About The Position

This role is for a Contact Center Representative III in Direct Investing, located in Markham, Ontario, Canada. The position operates within the Personal & Commercial Banking line of business and involves creating an exceptional customer experience, identifying customer needs, offering solutions, and providing comprehensive product knowledge. The representative will handle financial transactions accurately and efficiently, particularly related to digital banking products and services. They are expected to contribute to business objectives by identifying advice and referral opportunities, promoting the full suite of products and services, and adhering to operating policies and procedures. The role also involves supporting process improvement, ensuring due diligence for transactions, and complying with the Bank Code of Conduct. Teamwork, continuous learning, and maintaining a positive work environment are also key aspects of the position. This role requires expertise in various advice and service activities, advanced skills in specific products and processes, and the ability to provide subject matter guidance. It involves analyzing data to solve complex problems, using sound judgment, and understanding process/policy risk. The representative will coordinate efforts with their team and may recommend modifications to existing processes. They will also evaluate and communicate complex information clearly and handle sensitive matters. Specific formal certifications may be required at this level.

Requirements

High School diploma, Undergraduate degree and/or 1+ years relevant experience.
Must be available Mon-Fri 7am-10pm.
13 week mandatory training program.
Must be available for 4 days/week on site.

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.
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.