Overnight bilingual banking advisor supporting RBC clients through phone, chat, video, and digital channels. Resolving banking concerns and delivering client - focused solutions for Canada’s largest bank.
About the role
- Bilingual Contact Centre Representative supporting TD, a major North American bank, with credit-card and banking inquiries. Resolving issues, recommending products, and delivering compliant customer service in a hybrid role.
Responsibilities
- Deliver outstanding customer service by providing friendly support using TD products, services, and solutions
- Assist inbound callers with account inquiries
- Resolve customer issues at the first point of contact by asking questions and responding empathetically
- Provide advice and recommend TD products or services to meet customers’ banking needs
- Meet customer experience, advice, quality, compliance, and productivity objectives
- Participate in ongoing training and coaching
- Navigate computer systems, applications, and multiple screens while handling customer interactions
- Manage sensitive customer information in accordance with regulatory and compliance guidelines
- Work independently and as part of the Contact Centre Team
Requirements
- High School Diploma or equivalent
- English proficiency, or bilingual French and English proficiency
- Exceptional communication and listening skills
- Curiosity to help customers meet their needs and resolve concerns
- Ability to multitask and navigate computer systems, applications, and multiple screens with speed and accuracy
- Digital literacy across smartphones, tablets, laptops, headsets, and similar devices
- Flexibility, resiliency, and a positive attitude when responding to challenging situations
- Passion for resolving customers’ unspoken needs through consultative advice
- Ability to work independently and as part of a team
- Integrity when managing sensitive customer information in accordance with regulatory and compliance guidelines
- Flexibility to work contact-centre hours, 7 days a week, between 7am EST and 12am EST
- Financial or service-industry experience preferred
Benefits
- Base salary of $45,700 - $61,000 CAD
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development
- Reward and recognition programs
- Regular career, development, and performance conversations
- Access to mentoring programs
- Access to an online learning platform
- Ongoing training and coaching support
- In-person team events and experiences
- Accessibility accommodations during the interview process
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