Contact Center Rep IV: TD Insurance Advisor

TD Bank Group; New Brunswick; On-site; CAD 47,000 - 71,000; Full time

Benefits offered by this job

Total Rewards package

Training & onboarding

Job summary

TD Insurance General Insurance is seeking a Contact Center Rep IV in Saint John, NB. You will handle customer inquiries with courtesy, provide expert product advice, and refer opportunities to internal partners to support growth.

The role emphasizes accuracy, risk awareness, and professional communication. Ideal candidates have an undergraduate degree or 2+ years in banking or customer service, with knowledge of TD Insurance products considered a plus.

Qualifications

• Undergraduate degree required or 2+ years relevant experience.
• 2+ years relevant experience in customer service or banking preferred.
• Knowledge of TD Insurance products is a plus.

Responsibilities

• Provide courteous, efficient customer service to inquiries and issues.
• Identify cross-sell opportunities and refer customers to internal bank partners.
• Keep accurate documentation of customer interactions and approvals.
• Escalate non-standard/high-risk transactions as needed.
• Support risk management and regulatory compliance throughout interactions.

Skills

Customer service

Communication

Problem solving

Education

Undergraduate degree

Job description

## Contact Center Rep IV, TD Insurance General InsuranceApply: Office Focused: Saint John, New Brunswick: Full time: Posted Yesterday: R\\_1521471**Work Location:**Saint John, New Brunswick, Canada**Hours:**35**Line of Business:**Personal & Commercial Banking**Pay Details:**$47,200 - $70,800 CADTD 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*** 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* 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 **SHAREHOLDER*** 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 organization – 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 **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* 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 **BREADTH & DEPTH*** Requires specialized expertise to provide customer /partner support on complex transactions, activities and product feature advice and guidance* Provide exceptional inbound and/or outbound advice and/or service support to customers/partners on a range of moderate to high complexity financial products and services* Acts as an advice process/product expert to customers and/or internal partners* Identifies complex problems and formulates the most appropriate solution and escalates if necessary* Uses insights into how the team integrates with other teams to coordinate efforts and resources to achieve shared objectives* Has direct impact on the quality of the duties performed, or services provided, to the advice team and the unit supported* Implements advice and customer service procedures and approaches to complete work* Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions* Generally requires specific formal certifications at this level of expertise* Generally reports to a Team Manager **EXPERIENCE & EDUCATION*** Undergraduate degree and/or* 2+ years relevant experience* NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements**Who We Are:**As part of TD Bank Group, one of Canada's largest financial institutions, at TD Insurance, we care for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always.TD Insurance offers a wide range of products, including General Insurance and Life and Health. Everyday, we strive to make every interaction, product and experience remarkably human and refreshingly simple for more than four million customers who count on us.**Our Total Rewards Package** Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more**Additional Information:** We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.**Colleague Development**If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.**Training & Onboarding** We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.**Interview Process** We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.**Accommodation** Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. We look forward to hearing from you!**Language Requirement (Quebec only):**Sans Objet