Bilingual Contact Center Rep Iv, Life and Health

6 months ago

Laval, Canada TD Bank Full time

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 cross-sell 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 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

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 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

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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