Life & Health Outbound Specialist-remote - Markham, Canada - TD Bank

TD Bank

Verified Company

Markham, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

403088BR

Call Center

Markham, ON

March 15, 2023

Company Overview

Department Overview

Perform a broad range of customer service transactions, may provide information and/or advice on services, products, and/or solutions to existing or prospective TD customers.

This role contributes to the growth of the business by developing and deepening new / existing relationships.

This role is required to understand customer needs and identify opportunities to promote products, services, and/or refer them to the appropriate team member or internal Bank partner, while ensuring a positive customer experience.

Job Description:

KEY ACCOUNTABILITIES

CUSTOMER

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 crosssell 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 crosssell 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

SHAREHOLDER

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
Contribute to business objectives for Operational Excellence
Support the timely and accurate completion of business processes and procedures
Escalate nonstandard 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

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
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 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

Requirements:

BREADTH & DEPTH

Requires developed knowledge and skills to offer service and advice for a range of product and services
Requires a broad knowledge and understanding of the full product suite, services and processes of the business area, and can be characterized as low to moderate in complexity/risk
Provide exceptional inbound and/or outbound service and/or advice support to customers/partners on a range of moderately complex financial products and services.
Provides recommendations and guidance to customers and / or internal partners
Provides solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes
Understands how the team integrates with others to accomplish business objectives
Impacts the quality, timeliness and effectiveness of the advice team or services provided to customers
Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the advice team
Explains detailed and/or complicated information within the team; builds working relationships with customers and related teams
Identifies and resolves issues within discretion and authority on processes, transactions or escalates internally as required
Requires f