Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Bilingual Customer Account Specialist II at TD providing customer assistance through inbound and outbound calls. Striving to deliver outstanding customer service and support customer inquiries efficiently.
Responsibilities
- As the voice of TD, you’ll be passionate about understanding our customers.
- Your role within the Contact Center is essential to TD's success, as our customers are at the center of everything we do.
- You'll support customers through inbound and outbound calls.
- You’ll consistently deliver legendary customer service by providing each caller with the right advice to meet their unique banking needs.
- Make people’s day: strive to deliver an outstanding customer service experience by offering friendly support through your knowledge of TD products, services, and solutions.
- Solve problems efficiently: resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.
- Achieve your goals: consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets.
- Never stop learning: actively participate in ongoing training and coaching support to help you continue to grow and develop in your role.
Requirements
- High School Diploma or equivalent
- Previous collection, credit experience and or call center and banking experience are an asset
- Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns.
- Must display a high professional manner, along with sound judgment, time-management and decision-making skills.
- Ability to multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics.
- Digital literacy across a broad range of devices (e.g., Desktops, laptops, headsets, etc.).
- Flexibility, resiliency, and a positive attitude when responding to challenging situations.
- Expected to meet the needs of customers by offering advice based on their total financial situation and possessing a thorough knowledge of customer life cycle needs.
- Ability to work both independently and as part of a team.
Benefits
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Career development opportunities
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