Td Bank Bilingual Contact Center Rep IV Life Health 

Canada, Quebec 

703447077

Laval, Quebec, CanadaPersonal & Commercial Banking

CUSTOMER

• Provide sound advice with every customer interaction, contributing to an exceptional customer experience
• Provide courteous, efficient, and professional customer service to ensure inquiries, advice and/or issues are managed promptly and effectively under all conditions
• Engage customers/partners in conversation to understand and by asking deeply curious and thoughtful questions to meet their current and future products/ advice and/or service needs by proactively providing them withinformation/advice/guidance
• Offer advanced knowledge and/or advice/guidance as it relates to their respective business area
• Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
• 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

SHAREHOLDER

• Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / advice opportunities and referrals, to increase profitability and enable business growth
• Promote and offer 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
• Protect the interests of the organization – identify and manage risks, and escalate non-standard, high 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
• Identify, suggest and actively participate in process improvement opportunities
• Ensure necessary due diligence to support the accuracy of all customer transactions / activities
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry 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
• Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
• 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 the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
• 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 specialized expertise to provide customer /partner support on complex transactions, activities and product feature advice and guidance
• Provide exceptional inbound and/or outbound advice and/or service support to customers/partners on a range of moderate to high complexity financial products and services
• Acts as an advice process/product expert to customers and/or internal partners
• Identifies complex problems and formulates the most appropriate solution and escalates if necessary
• Uses insights into how the team integrates with other teams to coordinate efforts and resources to achieve shared objectives
• Has direct impact on the quality of the duties performed, or services provided, to the advice team and the unit supported
• Implements advice and customer service procedures and approaches to complete work
• Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions
• Generally requires specific formal certifications at this level of expertise
• Generally reports to a Team Manager

EXPERIENCE & EDUCATION

• Undergraduate degree and/or
• 2+ years relevant experience
• Must be bilingual in English and French
• Must have the LLQP license
• NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

If you’re interested in a specific career path or are looking 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 an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for 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.

We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec des employés ou des collègues qui ont besoin de services et de soutien dans une langue autre que le français /This position requires proficiency in a language other than French to support or deal with customers who require services and support in a language other than French..