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Bilingual Contact Center Representative – Brossard, QC. 37.5 hrs/week, 45,700-61,000 CAD.
Join TD’s Personal & Commercial Banking team to deliver exceptional customer service and growth opportunities.
Job Information
Title: Bilingual Contact center Representative
Location: Brossard, Québec
Description: Work Location:
Brossard, Quebec, Canada
Hours:
37.5
Line of Business:
Personal & Commercial Banking
Pay Details:
45 700 $/$45 700 - 61 000 $/$61 000 CAD
TD 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 candidate's skills and experience, job-related 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.
Key Accountabilities
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 cross-sell 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 cross-sell 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 non-standard 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 up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day 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
EXPERIENCE & EDUCATION
High School diploma, Undergraduate degree and/or
1+years of relevant experience
French/English bilingual required
NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements
#LI-NACO
#IN-NACO
Who We Are
Who We Are:
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.
Our Total Rewards Package
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 well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more
Additional Information
Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
Colleague Development
If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll 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.
If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.
Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
Interview Process
We’ll 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 you’d 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.
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.
We look forward to hearing from you!
Language Requirement (Quebec only):
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.