Spécialiste bilingue du recouvrement chez Daniels Health & Sharpsmart, fournisseur de solutions de sécurité des objets tranchants. Gestion des appels sortants, négociation des paiements et suivi des comptes clients.
TD
Bilingual Contact Center Representative, Canadian Banking, Credit Cards
Posted 2 weeks ago
About the role
- Bilingual contact center representative serving TD Canadian banking and credit card customers. Providing financial advice, transactions, digital banking support, and referrals.
Responsibilities
- Create an exceptional customer experience through every client interaction
- Manage customer advice, service inquiries, and issues promptly and effectively
- Identify customer needs and determine solutions to customer problems
- Discover and advise on ways to meet or exceed customer needs through curious questioning
- Provide product knowledge and guidance for the relevant business area
- Handle customer and partner problems appropriately the first time, escalating when necessary
- Identify cross-sell opportunities and refer customers and partners to internal Bank partners
- Offer advice and guidance based on customers’ total financial situations and life-cycle needs
- Complete financial transactions such as withdrawals and bill payments accurately and efficiently
- Provide advice and support related to digital banking products and services
- Identify advice opportunities and referrals to support business growth
- Promote the full suite of products, advice, services, and banking capabilities
- Support accurate and timely completion of business processes and procedures
- Escalate non-standard or high-risk transactions and activities
- Prepare accurate documentation consistent with client intentions, rules, and regulations
- Support and participate in process improvement opportunities
- Participate fully as a team member and support a positive, diverse, and equitable work environment
- Enhance knowledge and expertise, transfer knowledge, and participate in cross-training
- Participate in performance management and development activities
- Keep others informed about project status and day-to-day activities
- Act as a brand champion for the business area and TD
- Generally report to a Team Manager
Requirements
- High School diploma, Undergraduate degree and/or 1+ years of relevant experience
- Developed knowledge and skills to offer service and advice for a range of products and services
- Broad knowledge and understanding of the full product suite, services, and processes of the business area
- Full proficiency gained through job-related training
- Ability to provide inbound and/or outbound service and advice on moderately complex financial products and services
- Ability to provide recommendations and guidance to customers and internal partners
- Ability to solve atypical or infrequent customer problems not covered by stated processes
- Ability to identify and resolve issues within discretion and authority or escalate internally
- Ability to understand and comply with operating policies, procedures, Bank Code of Conduct, and relevant rules/regulations
- Ability to complete accurate financial transactions and documentation
- For Quebec: 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
Benefits
- Base salary
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development
- Reward and recognition programs
- Regular career, development, and performance conversations with manager
- Access to an online learning platform
- Mentoring programs
- Training and onboarding sessions
- Interview accommodations, including accessible meeting rooms and captioning for virtual interviews
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