You're using an older version of Internet Explorer that is no longer supported. Please update your browser.
TD

Contact Centre Rep II Part-Time

TD
Location
Brossard, QC
Details
Part Time
6 days ago
Company Overview

Tell us your story. Don't go unnoticed. Explain why you're a winning candidate. Think "TD" if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here's our story: jobs.td.com

Department Overview
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 Description
Job Description

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
  • 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


Requirements

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 moderate in complexity/risk
  • Provide exceptional inbound and/or outbound service and/or advice support to customers/partners on a range of moderately complex financial products and services.
  • Provides recommendations and guidance to customers and / or internal partners
  • Provides solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes
  • Understands how the team integrates with others to accomplish business objectives
  • Impacts the quality, timeliness and effectiveness of the advice team or services provided to customers
  • Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the advice team
  • Explains detailed and/or complicated information within the team; builds working relationships with customers and related teams
  • Identifies and resolves issues within discretion and authority on processes, transactions or escalates internally as required
  • Requires full proficiency gained through job related training to perform a range of activities
  • Generally reports to a Team Manager


EXPERIENCE & EDUCATION
  • High School diploma, Undergraduate degree and/or
  • 1+years of relevant experience
  • NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements


Hours
22.5

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
Category
Customer Service and Support