Bilingual Contact Center Rep Iv, Life and Health - Laval, Canada - TD Bank

TD Bank
TD Bank
Verified Company
Laval, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description

Work Location:
Laval, Quebec, Canada


Hours:
35


Line of Business:
Personal & Commercial Banking


Pay Details:

Job Description:


KEY ACCOUNTABILITIES

CUSTOMER

  • 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 crosssell opportunities and/or refer customers/partners to internal Bank partners

SHAREHOLDER

  • 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 nonstandard, 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
EMPLOYEE / TEAM

  • 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 uptodate about the status / progress of projects and / or all relevant or useful information related to daytoday 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
BREADTH & DEPTH

  • 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
  • Generally reports to a Team Manager
EXPERIENCE & EDUCATION

  • Undergraduate degree and/or
  • 2+ years relevant experience
  • Must be bilingual in English and French
  • Must have the LLQP license
  • NOTE: Roles within this job family may require various accreditations and/or licenses ba
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