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

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