Customer Service Representative IV
3 weeks ago
Job Summary
Contact Center Rep IV at TD Insurance Direct Agency Inc. / Agence Directe TD Assurance Inc.
We are seeking a highly skilled Customer Service Representative IV to join our team at TD Insurance Direct Agency Inc. / Agence Directe TD Assurance Inc. This is an exciting opportunity for a customer-focused individual who is passionate about providing exceptional service and support to our clients.
About the Role
As a Customer Service Representative IV, you will be the voice of TD, providing trusted support to our clients whenever they need it. You will consistently deliver legendary customer service by providing each caller with the right solutions for their unique insurance needs.
Responsibilities:
- Make people's day: Strive to deliver an outstanding customer service experience by deepening relations through value-based advice conversations, friendly support through your knowledge of TD products, services, and solutions.
- Solve problems efficiently: Resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.
- Achieve your goals: Consistently reach performance objectives, including customer experience survey results, advice, and quality goals, compliance regulations, and productivity targets.
- Never stop learning: Actively participate in ongoing training and coaching support to help you continue to grow and develop in your role.
What We Offer
We are proud to offer a comprehensive Total Rewards package to our employees, including a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.
Requirements
To be successful in this role, you will need to have:
- Post-secondary education and/or relevant experience
- (Quebec ONLY) Minimum education requirement: Secondary school diploma or equivalent level of education and a decision issued by the AMF recognizing at least three years of full-time employment experience.
- Ability to work Monday – Friday between 8am – 11pm and Saturdays between 9am – 6pm
- Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns with value-based advice conversations.
- Ability to multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics.
- Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets, etc.).
- Flexibility, resiliency, and a positive attitude when responding to challenging situations.
- Ability to work both independently and as part of a team.
- Integrity when managing sensitive customer information in alignment with Regulatory and Compliance guidelines related to servicing and sales practices.
- Ability to communicate effectively with customers and colleagues, both verbally and in writing.
- General Insurance (Ex: Other Than Life for Ontario) and/or license in your home province is an asset.
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