Contact Center Representative 2

Work Location:

Laval, Quebec, Canada

Hours:

37.5

Line of Business:

Personal & Commercial Banking

Pay Details:

(Salary) 45 700 $/$45,700 or (Hourly) 23,37 $/$23.37 - (Salary) 61 000 $/$61,000 or (Hourly) 31,20 $/$31.20 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

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 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

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
• 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

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 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

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 full proficiency gained through job related training to perform a range of activities
• Generally reports to a Team Manager  

EXPERIENCE & EDUCATION

• High School diploma, Undergraduate degree and/or
• Bilingual - French and English - Mandatory
• 1+years of relevant experience
• NOTE:  Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we’re committed to helping you identify opportunities that support your goals.
 

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process 
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet