French Bilingual Contact Center Representative - Customer Service Specialist
French Bilingual Contact Center Representative - Customer Service Specialist
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Job Description
Work Location:
Brossard Quebec CanadaHours:
37.5Line of Business:
Personal & Commercial BankingPay Details:
45 700 $/$$/$61000 CADTD 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 jobrelated 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
- 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 crosssell 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 crosssell 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
SHAREHOLDER
- Contribute to the achievement of business objectives by identifying advice opportunities and referrals enabling business growth
- Promote full suite of products advice services and banking capabilities
- Understand and apply operating policies and procedures
- Contribute to business objectives for Operational Excellence
- Support the timely and accurate completion of business processes and procedures
- Escalate nonstandard or hig 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
- Support and participate in process improvement opportunities
- Ensure necessary due diligence to support the accuracy of all customer transactions / activities
- Be knowledgeable of and comply with Bank 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
- Participate in personal performance management and development activities including cross training within own team
- Keep others informed and uptodate about the status / progress of projects and / or all relevant or useful information related to daytoday 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
BREADTH & DEPTH
- 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
EXPERIENCE & EDUCATION
- High School diploma Undergraduate degree and/or
- 1years of relevant experience
- Bilingual (French & English)
- NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements
National Occupation Classification (NOC) Code
14201 Banking insurance and other financial clerks (NOC)
#LINACO
#INNACO
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 deliver legendary customer experiences to 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 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 youve 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 were here to support you towards your goals. As an organization we keep growing and so will you.
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 wellbeing goals. Total Rewards at TD includes a base salary variable compensation and several other key plans such as health and wellbeing 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. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.
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):
*Remarque: tant donn que cet affichage concerne de futurs postes vacants et quil servira pourvoir de nombreux postes aux exigences comparables lavenir nous invitons les candidats bilingues et francophones poser leur candidature. Lorsquun poste sera pourvoir une valuation des besoins en matire de langue sera effectue pour dterminer si la connaissance dune autre langue que le franais est exige.Required Experience:
Unclear Seniority
Employment Type
Full-Time
