Contact Centre Rep Ii, Everyday Banking
2 weeks ago
406549BR
Call Center
Montreal, QC
April 18, 2023
Company Overview
Department Overview
“Welcome to TD. How can I help?”
Helping is at the heart of all we do within TD’s contact centre, and we’re proud of the value we deliver 24 hours a day, 7 days a week, for more than 25 million customers.
Every day is an opportunity to learn and grow, and help our customers feel confident that we’ll be there for them anytime they need us: buying their morning coffee, shopping online, paying their bills, or planning for that next trip.
**Job Description**:
**What You’ll Do**
You are the voice of TD and your role is to:
**Think Like a Customer** by matching products, services and solutions to each customers’ unique needs, and solving problems at first contact; delivering legendary experiences and trusted advice.
**Act Like an Owner **by contributing to an engaged culture that is focused on delivering business results and contributing to our communities.
**Execute with Speed and Impact **by coming into work at your scheduled time and meeting your customers’ needs while protecting the Bank from risk.
**Innovate with Purpose** by listening, asking questions, and finding ways to simplify the way we work; solving problems effectively the first time.
**Develop Yourself and Colleagues **by embracing diversity and respecting your team; sharing what works and supporting one another to meet more customers’ needs and achieve personal career goals with TD.
**Requirements**:
**Who You Are**
You are passionate about understanding our customers’ needs so that you can provide the right advice and solutions to deliver a legendary customer experience every time.
You love a good challenge and can effectively multi-task, sourcing relevant information quickly to support decision-making and effective problem solving.
You are dependable, and you take pride in developing your knowledge and expertise to consistently deliver strong performance.
You are flexible and thrive in an environment of change. You consistently demonstrate a positive attitude, resiliency, and willingness to do things differently.
You enjoy working with a diverse team and appreciate the value of perspectives other than your own.
**EXPERIENCE & EDUCATION**
- High School diploma, Undergraduate degree and/or
- 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
Additional Information
**What We Offer**
As part of our Contact Centre team, you will:
**Gain** confidence and feel prepared for prepared and confident for success after completing our training program and receiving dedicated coaching support.
**Grow **in a continuous learning environment, with customized development paths to help you achieve your goals and build an exciting career at TD.
**Thrive **in an environment where diversity and inclusion are part of our core values; where you can bring your whole self to work and celebrate diversity at work and in our communities.
**Enjoy **a competitive salary, pay for performance incentives, reward and recognition programs, and a benefits package that helps our colleagues achieve financial, mental, and physical well-being.
**What’s Next**
Are you ready to choose TD and be part of exceptional team of individuals who are committed to making a difference in people’s lives, at work and in the communities we live in?
We want you
**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
NOC: 1434 - Banking, Insurance and other financial clerk
Hours
22.5
Inclusiveness
At TD, we are co
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