French Bilingual Contact Centre Rep Ii

7 months ago

Brossard, Canada TD Bank Full time

**French Bilingual Contact Centre Rep II (BROSSARD)**:

- 417816BR

**Job Category - Primary**
- Call Center

**Work Location**
- 4605 Lapiniere

**Employment Type**
- Regular

**City**
- Brossard

**Time Type**
- Full Time

**Province/State**
- Quebec

**Hours**
- 37.5

**Workplace Model**
- Hybrid

**Pay Details**

**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 Details**
- 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

**Job Requirements**
- 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

**Additional Information**
- This position requires proficiency in a language other than French to support customers, employees or markets located outside the province of Quebec or who require services in a language other than French.

**Company Overview**

**Our Values**
At TD we're guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we

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