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TD Bank Bilingual (EN/FR)Contact Center Rep IV, Life and Health in Markham, Ontario

Work Location:

Markham, Ontario, Canada

Hours:

37.5

Line of Business:

Personal & Commercial Banking

Pay Details:

We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

KEY ACCOUNTABILITIES

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 with information/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 & French

  • NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes 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. Learn more (http://www.td.com/ca/en/about-td/who-we-are/benefits-of-working-at-td)

Additional Information:

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’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 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.

Training & Onboarding

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

Interview Process

We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement:

Ce poste n’exige pas la maîtrise d’une langue autre que le français./ This position does not require proficiency in a language other than French..

Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.

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