Contact Center Rep IV, TD Insurance General Insurance

TD•Saint John, NB

2d•CA$50,200 - CA$70,800•Onsite

About The Position

This role contributes to the growth of the business by developing and deepening new / existing relationships. Provide high-level financial advice / solutions and sale of a broad range of investment and credit product suites and services to existing / prospective TD Customers. This role also develops and deepens customer relationships and retains existing relationships by understanding customer's financial needs and providing suitable financial solutions. It identifies opportunities to promote Bank products and services to customers, and/or refer them to appropriate team member or internal Bank partners, while ensuring a positive customer experience.

Requirements

Undergraduate degree and/or 2+ years relevant experience
Requires specialized expertise to provide customer /partner support on complex transactions, activities and product feature advice and guidance
Provide exceptional inbound and/or outbound advice and/or service support to customers/partners on a range of moderate to high complexity financial products and services
Acts as an advice process/product expert to customers and/or internal partners
Identifies complex problems and formulates the most appropriate solution and escalates if necessary
Uses insights into how the team integrates with other teams to coordinate efforts and resources to achieve shared objectives
Has direct impact on the quality of the duties performed, or services provided, to the advice team and the unit supported
Implements advice and customer service procedures and approaches to complete work
Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions
Generally requires specific formal certifications at this level of expertise

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

Provide sound advice with every customer interaction, contributing to an exceptional customer experience
Provide courteous, efficient, and professional customer service to ensure inquiries, advice and/or issues are managed promptly and effectively under all conditions
Engage customers/partners in conversation to understand and by asking deeply curious and thoughtful questions to meet their current and future products/ advice and/or service needs by proactively providing them with information/advice/guidance
Offer advanced knowledge and/or advice/guidance as it relates to their respective business area
Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
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
Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / advice opportunities and referrals, to increase profitability and enable business growth
Promote and offer full suite of products, advice, services and banking capabilities
Contribute to business objectives for Operational Excellence
Support the timely and accurate completion of business processes and procedures
Protect the interests of the organization – identify and manage risks, and escalate non-standard, high 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
Identify, suggest and actively participate in process improvement opportunities
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