Access Services Representative II

• Provide technology-based customer service support
• conduct first level analysis to resolve end user incidents/issues
• ensure inquiries, problems and issues are resolved promptly and effectively
• monitor resources to ensure availability associated with business applications and technology
• identify, resolve, or escalate service delivery issues and/or complaints
• maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery
• maintain proficient knowledge of technology components, applications, clients/customers and business services
• prioritize activities to ensure time invested is appropriate to the availability impact
• provide seamless integration of activities and processes, recognizing system interdependencies
• act as an information source to colleagues, business partners and clients/customers
• ensure prompt and timely updates to service issues, and follow through on outstanding problems
• deliver and maintain accurate reports and documentation
• follow established procedures and standards
• follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
• maintain a secure work environment and ensure adherence to notification and escalation processes
• communicate effectively within the team relative to service issues and scheduled changes
• recommend improvements and enhancements to internal departmental processes
• comply with well-defined enterprise technology delivery practices and standards and project management disciplines

• Attention to detail
• data entry experience
• administrative/back-office experience
• strong communication skills
• ability to multitask
• ability to meet deadlines
• reliability
• post-secondary education preferred
• banking background and TD experience are assets

• Banking background
• TD experience

Long-term contract with the possibility of extension and conversion to a full-time position