Td Bank Contact Center Rep III Direct Investing 

Canada, Ontario, Markham 

923567724

Markham, Ontario, CanadaPersonal & Commercial Banking

$47,200 / Hourly: $24.14 - $66,600 / Hourly: $34.06 CAD

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
• Understand and apply operating policies and procedures
• 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 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
• Provides subject matter guidance to customers and/or partners
• 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 activities are closely related
• Recommends modifications to existing advice or customer service processes and solutions to improve the efficiency of the team
• Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessary
• May require specific formal certifications at this level of expertise
• Generally reports to a Team Manager

EXPERIENCE & EDUCATION

• High School diploma, Undergraduate degree and/or
• 1+ years relevant
• Mandarin & Cantonese required
• Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns. (Preference given to those with experience in financial or service industries.)
• 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.
• Integrity when managing sensitivecustomerinformation in alignment with Regulatory and Compliance guidelines related to servicing and sales practices.
• Expertise in a variety of sales and service-related activities to provide customers / partners with support on transactions, activities, and product
• NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, 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.

Sans Objet