Bilingual Contact Centre Representative - TD Bank, Laval

About this opportunity

TD Bank, a leading global financial institution, is seeking a dedicated Bilingual Contact Centre Representative for its Personal & Commercial Banking team in Laval, Québec. This role is pivotal in delivering exceptional customer experience by providing sound advice and support for life and health products. As a valued colleague, you will contribute to a positive work environment and ensure customers receive professional, efficient service.

This opportunity is for an individual with specialized expertise to provide customer and partner support on complex transactions, activities, and product feature advice. You will act as an advice process and product expert, identifying complex problems and formulating appropriate solutions to meet the diverse needs of customers and internal partners. Your contribution will directly impact the quality of services provided and support the unit's shared objectives.

Requirements

To excel in this Bilingual Contact Centre Representative role, candidates should possess a strong foundation in financial services and a commitment to continuous learning. The position requires specific formal certifications and a proven ability to manage sensitive customer information while adhering to regulatory requirements.

• Undergraduate degree and/or 2+ years relevant experience
• Must be Bilingual in French & English
• Must hold a LLQP license
• Ability to exchange ideas and customer information concisely and logically
• Tact in handling sensitive customer information and resolving exceptions

Responsibilities

As a Bilingual Contact Centre Representative, your key accountabilities will span customer engagement, business objectives, and team collaboration, all while upholding TD Bank's commitment to excellence.

Customer Focus:

• 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.
• 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.

Business Contribution:

• 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 organisation – 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.

Team Collaboration & Development:

• 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.

What's on offer

TD Bank is deeply committed to the success and well-being of its colleagues. As part of the team, you will receive a comprehensive Total Rewards package designed to support your financial, physical, and mental health goals. This commitment ensures that all colleagues have the support needed to 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

TD fosters a culture of continuous learning and development. You will have regular career, development, and performance conversations with your manager, alongside access to an online learning platform and various mentoring programs. Training and onboarding sessions will be provided to ensure you have everything you need to succeed in your new role and unlock future opportunities within the bank.