Bilingual Resource Officer III, Contact Centre, Laval, QC

AI Summary

This role at TD Bank in Laval, Québec, seeks a Bilingual Resource Officer III for its Contact Centre. The successful candidate will provide essential service and advice support to representatives, resolving escalated customer and partner issues. Key requirements include fluency in English and French, an undergraduate degree, 3+ years of relevant experience, and 2+ years of consecutive LLQP/PQAP licensing.

About the Opportunity at TD Bank

As a Bilingual Resource Officer III within TD Bank's Contact Centre in Laval, Québec, you will be a pivotal point of contact, offering comprehensive service and advice support to representatives. Your primary responsibility involves expertly resolving escalated issues, ensuring a seamless and positive experience for both customers and partners. This role requires a deep understanding of customer needs and the ability to foster strong relationships, proactively identifying opportunities to offer tailored advice and guidance based on their total financial situation. You will engage with customers to understand their current and future product needs, leveraging your knowledge of the market and competitive offers to enhance the overall customer experience. Your contributions will directly impact the business objectives related to customer satisfaction and loyalty.

Key Responsibilities and Impact

Beyond direct customer and partner engagement, this position plays a crucial part in operational excellence and risk management within the Contact Centre. You will be expected to prioritize and monitor daily workflows, ensuring that processing meets established Service Level goals. Identifying and leading process improvements is a key accountability, determining solutions that enable the business to grow and operate more efficiently. Leveraging your expert knowledge of business processes and procedures, you will guide colleagues and contribute to the team's collective skill development. Protecting the organization's interests is paramount, which involves identifying and managing risks, and escalating complex, non-standard transactions where further clarity is required. Your experience will be vital in maintaining a strong culture of risk management and control, aligning with TD Bank's risk appetite and ensuring compliance with all regulatory requirements related to financial services. This role also involves actively participating as a team member, sharing knowledge, and supporting a positive work environment for all colleagues.

Candidate Profile and Development

TD Bank is seeking a dedicated professional with an undergraduate degree and at least three years of relevant experience, complemented by two or more consecutive years of LLQP/PQAP licensing. Fluency in both English and French is a mandatory requirement for this bilingual role, essential for effectively serving TD's diverse customer base in Québec. The successful candidate will possess expert knowledge of the business environment, processes, and a range of products and services, enabling them to provide sophisticated advice and guidance on complex transactions. TD is deeply committed to the growth and development of its colleagues. You will have access to regular career conversations, training programs, and mentoring opportunities designed to enhance your skills and unlock future career paths within the bank. This commitment ensures that your professional experience continues to evolve, supporting you in making a meaningful impact and achieving your career goals within a supportive and inclusive environment.