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.
About the role
- TD contact center representative providing French-bilingual everyday banking service and advice. Handling financial transactions, digital banking inquiries, issue resolution, and referrals.
Responsibilities
- Create an exceptional customer experience through prompt and effective advice, service, and issue resolution
- Identify customer needs and determine solutions
- Ask curious questions to discover and advise on customer needs
- Provide product knowledge and guidance
- Handle customer and partner problems, escalating issues when necessary
- Identify cross-sell opportunities and refer customers to internal bank partners
- Advise based on customers’ total financial situations and lifecycle needs
- Complete financial transactions accurately and efficiently, including withdrawals and bill payments
- Support digital banking products and services
- Contribute to business objectives through advice opportunities and referrals
- Promote products, advice, services, and banking capabilities
- Apply operating policies and procedures and support operational excellence
- Complete business processes accurately and on time
- Escalate non-standard or high-risk transactions and activities
- Ensure documentation is accurate and compliant with rules and regulations
- Support process improvement opportunities and transaction due diligence
- Comply with the Bank Code of Conduct
- Participate as a team member and support a positive, diverse, and equitable work environment
- Enhance knowledge and expertise, participate in knowledge transfer, and complete cross-training
- Participate in performance management and development activities
- Communicate project and day-to-day activity status
- Act as a brand champion for the business area and TD
- Provide inbound and/or outbound service and advice for moderately complex financial products and services
- Provide recommendations and guidance to customers and internal partners
- Resolve atypical or infrequent customer situations and escalate as required
- Suggest improvements to work practices and customer service processes
- 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 to perform a range of activities
- French bilingual capability; mastery of a language other than French to support or serve clients requiring services in another language
- May require various accreditations and/or licenses based on the business supported and/or regulatory requirements
Benefits
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development
- Reward and recognition programs
- Regular development conversations, training programs, and a competitive benefits plan
- Online learning platform
- Mentoring programs
- Training and onboarding sessions
- Accessibility accommodations throughout the interview process
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Spécialiste bilingue du recouvrement chez Daniels Health & Sharpsmart, fournisseur de solutions de sécurité médicale. Gestion des appels sortants, négociation des paiements et suivi des comptes clients.
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