Bilingual Contact Center Rep IV, Life and Health

Work Location:

Hours:

Line of Business:

Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific 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 have LLQP license
• 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

#LI-NACO

#IN-NACO

Who We Are:

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we strive to make every interaction product and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to foster deeper relationships ensure disciplined execution and build a simpler faster banking experience. TD is deeply committed to being a leader in client experience that is why we believe that all colleagues no matter where they work are client facing. Together we are reimagining what banking can be for our clients colleagues and communities.

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

Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

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.

Colleague Development

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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.

If youre passionate about helping clients and building deep lasting relationships TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

Were committed to your success and foster a respectful workplace where diverse perspectives are valued everyone has fair opportunities to grow and you can unlock your full potential to achieve your career goals. Here at TD we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process
Well 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 youd 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 (Quebec only):