Contact Center Rep III, Direct Investing, (Aug 17th)

About the role

Work Location: London, Ontario, Canada Hours: 37.5 Line of Business: Personal & Commercial Banking Pay Details: $45,300 - $63,900 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. Job Description: 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 expertise in a variety of advice and service related activities to provide customers / partners with advice on transactions, activities and product features Requires advanced skills and expertise in a defined set of products and processes and could be characterized by moderate complexity/risk Provides subject matter guidance to customers and/or partners Gathers and analyzes data to identify and to help solve complex problems Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines Understands how the team works together to coordinate their efforts and resources to achieve objectives of a business area Impacts their own team and other teams whose work activities are closely related Recommends modifications to existing advice or customer service processes and solutions to improve the efficiency of the team Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessary May r

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