Bilingual Contact Centre Representative

7 months ago

Ottawa, Canada TD Bank Full time

**Work Location**:
Ottawa, Ontario, Canada

**Hours**:
37.5

**Line of Business**:
Personal & Commercial Banking

**Pay Details**:
**We’re **delighted that **you **’ **re **considering building a career with TD **. Through regular colleague development conversations, training programs, and a competitive benefits plan, **w **e’ **re **committed to providing the support our colleagues need to thrive both at work and at home.**

**Colleague **Development**

**If **you **’ **re **interested in a specific career path or **are **look **ing **to **build **certain skills, we **want to help you succeed. **You’ll **have regular career, development, and performance conversations with your manager, as well as access to a variety of mentoring programs to help you unlock future opportunities. **Whether you have a passion **about **helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization **at TD **- and **we’re **committed to helping you **identify **opportunities that support your goals.**

**Training & Onboarding**

**We’re **hosting in-person training and onboarding sessions a **t 1595 Telestat crt **for **8 **weeks **to ensure **you’ve **got everything you need to succeed in your new role.
**Interview **Process**

**National Occupa **tion **Classification **(NOC) **Code**

**14201 - Banking, **i **nsurance **and other **f **inancial **c **lerks (NOC)**

**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 moder

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