Bilingual Contact Centre Representative - Professional Lending & Advice
TD Securities is one of the world's leading global financial institutions, and they are seeking a Bilingual Contact Centre Representative to provide outstanding customer service and support to clients. The role involves assisting customers with account inquiries, resolving issues, and delivering tailored solutions to meet their banking needs.
Responsibilities
- Make people’s day: consistently 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
Skills
- High School Diploma or equivalent
- Bilingual – (French & English)
- Knowledge and understanding of secured and unsecured lending products
- Exceptional communication and listening skills and a curiosity to help customers meet their needs and resolve concerns. (Preference given to those with experience in financial or service industries.)
- Ability to review a customer's information and portfolio holistically, identify unspoken needs, and clearly articulate complex financial content
- 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., smartphones, tablets, laptops, headsets, etc.)
- Flexibility, resiliency, and a positive attitude when responding to challenging situations
- Ability to work both independently and as part of a team
- Integrity when managing sensitive customer information in alignment with Regulatory and Compliance guidelines related to servicing and sales practices
Benefits
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development
- Reward and recognition programs
Company Overview