Bilingual Resource Officer III, Contact Center

Description

:

Provides a broad range of service / advice support to representatives and is responsible for resolving escalated issues with customer / partners.

KEY ACCOUNTABILITIES

CUSTOMER

• Provide courteous, efficient, and professional customer service to ensure inquiries, advice, and/or issues are managed promptly and effectively under all conditions
• Act as point of escalation for resolving customer / partner issues by analyzing options and determining solutions that are best suited for the customer / partner and escalate when necessary
• Foster good relationships with customers and/or partners to positively contribute to the overall customer/partner experience
• Engage customers/partners in conversation to understand and meet their current and future products/ advice and/or service needs by proactively providing them with information/advice/guidance
• 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
• Manage relationships with product partners to resolve complex issues
• May be expected to possess comprehensive knowledge of the market, competitive offers, and economic trends in order to contribute to overall customer/partner experience

SHAREHOLDER

• Prioritize, assign and monitor the daily workflow ensuring processing is completed meeting Service Level goals
• Monitor and manage daily touch points and work distribution if necessary
• Identify, lead and actively participate in process improvements and determine solutions that will allow business to grow
• Promote full suite of products, advice, services and banking capabilities
• Offer advanced knowledge of practices and procedures within own area of responsibility and keep abreast of emerging trends for own business area
• Acquire and apply expertise in the discipline, provide guidance, assistance and direction to others
• Contribute to business objectives for Operational Excellence
• Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities where further clarity and interpretation is required for higher complex polices or rules
• 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

• Expert knowledge of business environment, processes, procedures transactions, activities to provide customer /partner support on complex transactions, activities and product feature advice and guidance
• Requires expert understanding of a range of product and services, processes, procedures, systems and concepts within their own and related areas of specialty, and where transactions could be characterized by high in complexity/risk
• Completes work within specifically defined parameters with guidance / direction from management as necessary
• Requires diplomacy to exchange ideas and information with internal partners and management
• Acts as a deep subject matter process expert in a range of technical processes and procedures through job related training and considerable on the job experience to perform a range of work assignments
• Contributes deep technical knowledge to internal/external stakeholders
• Focus of work is weekly, monthly and/or longer with addition of ad-hoc and initiative-based requests, as required
• Requires advanced knowledge of the business unit / operational functions and interaction points with other related areas as well as regulatory issues/ requirements for jurisdictions supported
• Requires expert process management knowledge, through job related training and considerable on the job experience to lead a range of work assignments
• Generally reports to a Team Manager

EXPERIENCE & EDUCATION

• Undergraduate degree and/or
• 3+ years relevant experience
• 2+ years consecutive LLQP/PQAP Licensed
• 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 world's 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 95,000 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.

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.

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 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.

If you’re 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.

We're 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 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 (Quebec only):

Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec les clients qui ont besoin de services et de soutien dans une langue autre que le français.