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Intake Officer – Senior Customer Complaints Office-Bilingual
| Company | TD Bank |
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| Location | Toronto, ON, Canada |
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| Salary | $59500 – $84000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- Previous direct experience with complaint handling and problem resolution would be an asset.
- Requires the ability to exercise sound judgment as to when to seek timely advice or escalate a serious, sensitive or unfamiliar matter.
- Superior communication skills to regularly deal with persistent and difficult customers and situations, including a high level of verbal and written competency.
- High emotional intelligence and empathy for customer complaints.
- Ability to be able to manage a high-volume workload with limited guidance and to effectively prioritize the demands of the position which vary in volume, nature and complexity.
- Strong competency in MS Office applications required.
- Fluency in French language required.
Responsibilities
- Overseeing, assessing and responding to all incoming communications to the Office, including through email, phone, fax or mail within established service levels.
- Triage and assess each inquiry or complaint using sound judgement and accurately assess whether it lies in the responsibility of this office or needs to be redirected to another area of the Bank.
- Enter information on TD’s complaint management system.
- Assign SCCO cases to investigators, being mindful of workload and area of business expertise.
- Maintain and update intake templates used in response to common customer inquiries.
- Foster solid working relationships with others in the complaint resolution process both within TD and externally.
- Contribute to a culture of continuous improvement and process excellence by identifying and implementing improvements to the Intake Customer Experience.
- Liaise as appropriate with various internal and external stakeholders to obtain required information and documentation for each case to support the assessment process and to facilitate the appropriate sharing of information to enhance service delivery.
- Identify and escalate requests from regulators or media escalations and higher risk communications that may raise concerns about reputational risk or safety issues to the Senior Manager, Investigations.
- Work within the values and priorities of the SCCO and promote a positive working culture and collaborative team environment.
Preferred Qualifications
- Branch Banking and/or distribution experience with a proven commitment to fairness and Legendary Customer Experience is an asset.
- Competency in C3/S3 and TD’s complaint management system would be an asset.
