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Future Opportunity French Bilingual Contact Centre Rep II

Nanaimo, BC
Full Time
2 days ago

Workplace Model

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 your recruiter and ask compensation related questions, including pay details for this role.

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 experiment

Job Details

•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

Job Requirements

•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
•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

•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

Company Overview
Our Values
At TD we're guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars - physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they're more likely to do their best.

Our Total Rewards Package
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their 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 including medical, dental, vision & mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: Hybrid, Onsite and Primarily Remote. Wherever our colleagues are working, they'll always have access to the TD community and experience our culture of care.

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. 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 Commitment to Diversity, Equity, and Inclusion
At TD, we're committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We're dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

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.

How We're Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That's why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It's our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

We look forward to hearing from you!
Customer Service and Support