Contact Center Representative II

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver an outstanding customer experience through timely and effective advice, service, and resolution of issues.

• Recognize customer needs and devise solutions for their problems.

• Pose insightful questions to uncover and provide guidance on customer requirements.

• Offer product knowledge and assistance.

• Address customer and partner concerns, escalating issues when necessary.

• Spot cross-sell opportunities and connect customers with internal Bank partners.

• Accurately and efficiently complete financial transactions, including withdrawals and bill payments.

• Advise customers on digital banking products and services.

• Contribute to business goals through advice opportunities and referrals.

• Promote products, advice, services, and banking capabilities.

• Ensure operational excellence and the precise execution of business processes.

• Escalate non-standard or high-risk transactions and activities.

• Prepare accurate documentation in line with rules and regulations.

• Support opportunities for process enhancement and customer transaction due diligence.

• Collaborate as a team member and foster a positive, diverse, and equitable workplace.

• Enhance knowledge, engage in knowledge sharing, and undergo cross-training.

• Participate in performance management and developmental activities.

• Communicate the status of projects and daily activities.

• Serve as a brand ambassador for the business area and TD.

• Resolve unusual or infrequent customer issues within authority or escalate them internally.

• Recommend enhancements to work practices and customer service processes.

• Generally report to a Team Manager.

⛳️ Requirements

• High School diploma, an undergraduate degree, and/or 1+ years of relevant experience.

• Developed knowledge and skills to provide service and advice for a variety of products and services.

• Comprehensive understanding of the complete product suite, services, and processes within the business area.

• Full proficiency achieved through job-related training.

• Various accreditations and/or licenses may be necessary depending on the business supported and/or regulatory requirements.

• Capability to provide inbound and/or outbound service and advice support on moderately complex financial products and services.

• Knowledge of operating policies and procedures.

• Awareness of and adherence to the Bank Code of Conduct.

🏝️ Benefits

• Base salary.

• Health and well-being benefits.

• Savings and retirement programs.

• Paid time off.

• Banking benefits and discounts.

• Career development opportunities.

• Reward and recognition programs.

• Regular discussions on development.

• Training programs.

• Access to an online learning platform.

• Mentoring programs.

• Training and onboarding sessions.

• Interview accommodations, including accessible meeting rooms and captioning for virtual interviews.