Contact Center Rep Iii, Loss Prevention

4 months ago

Markham, Canada TD Bank Full time

**Contact Center Rep III, Loss Prevention**:

- 432429BR

**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 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

**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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