Bilingual Contact Centre Representative IV - TD Bank, Ottawa

Position Summary

Are you seeking administration jobs in Ottawa where you can leverage your bilingual skills to provide exceptional customer experience? TD Bank is hiring a Bilingual Contact Centre Representative IV for Direct Investing. This vital role involves offering sound financial advice and support to customers, contributing significantly to their overall experience and the bank's business objectives. As a key member of our team, you will ensure efficient and professional service, helping customers navigate their financial needs with confidence.

Your Impact

As a Bilingual Contact Centre Representative IV, your daily contributions will directly influence customer satisfaction, business growth, and team success. You will provide expert advice and support across a range of financial products and services, acting as a trusted resource for our customers and colleagues. Your ability to engage with customers, understand their needs, and provide tailored solutions is central to this role.

• Provide sound advice with every customer interaction, contributing to an exceptional customer experience
• Provide courteous, efficient, and professional customer service to ensure inquiries, advice and/or issues are managed promptly and effectively under all conditions
• Engage customers/partners in conversation to understand and by asking deeply curious and thoughtful questions to meet their current and future products/ advice and/or service needs by proactively providing them with information/advice/guidance
• Offer advanced knowledge and/or advice/guidance as it relates to their respective business area
• Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
• 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

• Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / advice opportunities and referrals, to increase profitability and enable business growth
• Promote and offer full suite of products, advice, services and banking capabilities
• Contribute to business objectives for Operational Excellence
• Support the timely and accurate completion of business processes and procedures
• Protect the interests of the organization – identify and manage risks, and escalate non-standard, high 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
• Identify, suggest and actively participate in process improvement opportunities
• Ensure necessary due diligence to support the accuracy of all customer transactions / activities
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct

• 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
• Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
• 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 the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
• 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

This role requires specialised expertise to provide customer and partner support on complex transactions, activities, and product feature advice. You will provide exceptional inbound and/or outbound advice and service support on a range of moderate to high complexity financial products and services, acting as an advice process/product expert. Your insights into how the team integrates with other teams will be crucial to coordinate efforts and resources to achieve shared objectives, directly impacting the quality of services provided to the advice team and the unit supported.

Qualifications

To excel in this role, you will bring a combination of formal education and practical experience, coupled with essential language skills to support our diverse customer base.

• Undergraduate degree and/or
• 2+ years relevant experience
• Must be bilingual in English & French
• Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

Perks and Benefits

TD Bank careers offer a comprehensive Total Rewards package designed to support our colleagues' financial, physical, and mental well-being. We believe in investing in our team members to help them thrive both at work and at home.

• Base salary and variable compensation
• Health and well-being benefits
• Savings and retirement programs
• Paid time off
• Banking benefits and discounts
• Career development opportunities
• Reward and recognition programs

At TD, we are committed to your success. You'll have regular career, development, and performance conversations with your manager, alongside access to an online learning platform and a variety of mentoring programs. We foster a respectful workplace where diverse perspectives are valued, and you can unlock your full potential to achieve your career goals.

We provide thorough training and onboarding sessions to ensure you have everything you need to succeed in your new role, setting you up for a strong start within the TD Bank team.