Rep. Ii, Services Numériques, Centre de Contact

3 weeks ago

Ottawa, Canada TD Bank Full time

Lieu de travail:
Ottawa, Ontario, Canada

Horaire:
37.5

Secteur d’activité:
Services bancaires personnels et commerciaux

Détails de la rémunération:
Description du poste:
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
- 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 and minimum of one (1) year of relevant experience
- Possess computer & multi-tasking skills
- Require full proficiency gained through job related training to perform a range of activities
- Thrive in a dynamic and time-sensitive environment
- Advanced knowledge of our business and understand the functions of our variou

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