Contact Center Rep Iii, Loss Prevention

7 days ago

Markham, Ontario, Canada TD Bank Full time

Contact Center Rep III, Loss Prevention:

BR

Job Category - Primary

  • Call Center

Work Location

  • 3500 Steeles Avenue East Building 1

Employment Type

  • Regular

City

  • Markham

Time Type

  • Full Time

Province/State

  • Ontario

Hours

  • 37.5

Workplace Model

  • Hybrid

Pay Details

Department Overview

  • Job Description Summary
  • 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 Details

  • Job Description
-
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

Job Requirements

EXPERIENCE & EDUCATION

  • High School diploma, Undergraduate degree and/or
  • 1+ years relevant

NOTE:
Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

Additional Information

BREADTH & DEPTH

  • Requires expertise in a variety of advice and service related activities to provide customers / partners with advice on transactions, activities and product features
  • Requires advanced skills and expertise in a defined set of products and processes and could be characterized by moderate complexity/risk
  • 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 acti

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