Bilingual Contact Center Rep II, Digital Services

$45.7k - $61k per year

TD Bank Group

# Rep. II, Services numériques, Centre de contactPostuler: Principalement au bureau: Ottawa, Ontario: Markham, Ontario: Temps plein: Publié aujourd'hui: Date de fin : 30 octobre 2026 (Il reste 23 jours pour postuler): R\\_1514216**Lieu de travail :**Ottawa, Ontario, Canada**Horaire :**37.5**Secteur d’activité :**Services bancaires personnels et commerciaux**Détails de la rémunération :**$45,700 - $61,000 CADLa TD a à cœur d’offrir une rémunération juste et équitable à tous les collègues. Les occasions de croissance et le perfectionnement des compétences sont des caractéristiques essentielles de l’expérience collègue à la TD. Nos politiques et pratiques en matière de rémunération ont été conçues pour permettre aux collègues de progresser dans l’échelle salariale au fil du temps, à mesure qu’ils s’améliorent dans leurs fonctions. Le salaire de base offert peut varier en fonction des compétences et de l’expérience du candidat, de ses connaissances professionnelles, de son emplacement géographique et d’autres besoins particuliers du secteur et de l’entreprise. En tant que candidat, nous vous encourageons à poser des questions sur la rémunération et à avoir une conversation franche avec votre recruteur, qui pourra vous fournir des détails plus précis sur ce poste.**Description du poste :****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 developed knowledge and skills to offer service and advice for a range of product and services* Requires a broad knowledge and understanding of the full product suite, services and processes of the business area, and can be characterized as low to moderate in complexity/risk* Provide exceptional inbound and/or outbound service and/or advice support to customers/partners on a range of moderately complex financial products and services.* Provides recommendations and guidance to customers and / or internal partners* Provides solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes* Understands how the team integrates with others to accomplish business objectives* Impacts the quality, timeliness and effectiveness of the advice team or services provided to customers* Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the advice team* Explains detailed and/or complicated information within the team; builds working relationships with customers and related teams* Identifies and resolves issues within discretion and authority on processes, transactions or escalates internally as required* Requires full proficiency gained through job related training to perform a range of activities* Generally reports to a Team Manager **EXPERIENCE & EDUCATION*** High School diploma, Undergraduate degree and/or* 1+years of relevant experience* **Must be bilingual in English and French*** NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements**À propos de nous**La TD est un chef de file mondial dans le secteur des institutions financières. Elle est la cinquième banque en importance en Amérique du Nord de par son nombre de succursales. Chaque jour, nous nous efforçons de rendre chaque interaction, chaque produit et chaque expérience remarquablement humaine et agréablement simple à plus de 27 millions de ménages et d’entreprises au Canada, aux États-Unis et partout dans le monde. Plus de 95 000 collègues de la TD mettent à profit leurs compétences, leur talent et leur créativité pour approfondir les relations, assurer une exécution rigoureuse et rendre l’expérience bancaire plus simple et plus rapide. La TD est une entreprise profondément engagée à être une leader en matière d’expérience client. Voilà pourquoi nous croyons que chaque collègue, peu importe son secteur d’activité, est en contact avec la clientèle. Ensemble, nous réimaginons l’expérience bancaire et ses possibilités pour notre clientèle, nos collègues et nos collectivités.**Notre programme de rémunération globale** Notre programme de rémunération globale reflète les investissements que nous faisons pour aider nos collègues et leur famille à atteindre leurs objectifs en matière de bien-être mental, physique et financier. La rémunération globale à la TD inclut le salaire de base, la rémunération variable et bien d’autres régimes clés, comme des avantages sociaux en matière de santé et de bien-être, des régimes d’épargne et de retraite, des congés payés, des avantages bancaires et des rabais, des occasions de développement de carrière et des programmes de récompenses et reconnaissance. En savoir plus**Renseignements supplémentaires :** Nous sommes ravis que vous envisagiez une carrière à la TD. Sachez que nous avons à cœur d’aider nos collègues à réussir dans leur vie tant personnelle que professionnelle. C’est d’ailleurs pourquoi nous leur offrons des conversations sur le perfectionnement, des programmes de formation et un régime d’avantages sociaux concurrentiel. **Perfectionnement des collègues**Un cheminement professionnel précis vous intéresse ou bien vous cherchez à perfectionner certaines compétences? Nous tenons à vous mettre sur la voie de la réussite. Vous aurez des conversations régulières sur le développement de carrière, le perfectionnement et le rendement avec votre gestionnaire. Une variété de programmes de mentorat et une plateforme d’apprentissage en ligne seront également à votre disposition pour vous aider à ouvrir de nouvelles portes.Si vous avez à cœur d’aider vos clients et de nouer des relations solides et durables, la TD offre divers parcours de carrière où vous pouvez accroître votre expertise et avoir une incidence significative.Nous sommes déterminés à appuyer votre réussite et à favoriser un milieu de travail respectueux où la diversité des points de vue est valorisée, où chacun a les mêmes occasions de progresser et où vous pouvez vous réaliser pleinement et atteindre vos objectifs de carrière. À la TD, nous attirons et perfectionnons les meilleurs talents.**Formation et intégration** Nous tenons à nous assurer que vous disposez des outils et ressources nécessaires pour réussir à votre nouveau poste. Dans cette optique, nous organiserons des séances d’intégration et de formation. **Processus d’entrevue** Nous communiquerons avec les candidats sélectionnés pour planifier une entrevue. Nous ferons notre possible pour communiquer par courriel ou par téléphone avec tous les candidats pour leur faire part de notre décision.**Mesures d’adaptation** L’accessibilité est importante pour nous. N’hésitez pas à nous faire part de toute mesure d’adaptation (salles de réunion accessibles, sous-titres pour les entrevues virtuelles, etc.) dont vous pourriez avoir besoin pour participer sans entraves au processus d’entrevue. Nous avons hâte d’avoir de vos nouvelles!
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