Bilingual Resource Officer III, Contact Center at TD in Laval, QC

Job description

Work Location: Laval, Quebec, Canada Hours: 35 Line of Business: Personal & Commercial Banking Pay Details: 58 800$/$58,800 - 83 000$/$83,000 CAD 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 candidate's 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: 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 eme