Bilingual Resource Officer III, Contact Center
Core
Escalate and resolve complex customer and partner issues in Personal & Commercial Banking, providing expert advice and guidance on financial products and services.
Role type
Senior IC resource officer (contact center escalation)
Builds
Resolved customer issues and optimized service workflows for TD Bank
Domain
Banking / Financial Services
Deliverable
client delivery
Required skills
complex issue resolution, financial product expertise, regulatory compliance, process improvement, risk management, cross-functional collaboration, bilingual communication
Preferred skills
LLQP/PQAP licensing, market trend analysis, team coaching
Technologies
Banking systems and regulatory frameworks
Responsibilities
Analyze and determine solutions for escalated customer/partner issues, prioritize and monitor daily workflow to meet service level goals, identify and lead process improvements, manage relationships with product partners to resolve complex issues, ensure due diligence for customer transactions, provide training and guidance to team members
Seniority
Senior, hands-on IC