TD contact center representative assisting customers with everyday banking inquiries. Delivering personalized support, resolving issues, and recommending banking products through inbound service.
About the role
- Contact center representative supporting TD, a global financial institution, with credit card and account inquiries. Delivering advice, issue resolution, and customer service remotely and at TD locations.
Responsibilities
- Assist inbound callers with account inquiries
- Resolve customer issues by providing advice and recommending TD products or services
- Deliver outstanding customer service through knowledge of TD products, services, and solutions
- Resolve customer inquiries at the first point of contact by asking questions and responding empathetically
- Meet customer experience survey, advice, quality, compliance, and productivity objectives
- Participate in ongoing training and coaching
- Work primarily offsite from a secure, private workspace
- Attend in-person team events and experiences at a TD location
Requirements
- High School Diploma or equivalent
- Bilingual (French & English)
- Exceptional communication and listening skills
- Ability to multitask and navigate computer systems, applications, and multiple screens with speed and accuracy
- Digital literacy across smartphones, tablets, laptops, headsets, and other devices
- Flexibility, resiliency, and a positive attitude when responding to challenging situations
- Passion to assist customers in resolving unspoken needs by offering consultative advice
- Ability to work independently and as part of a team
- Integrity when managing sensitive customer information in alignment with Regulatory and Compliance guidelines related to servicing and sales practices
- Stable internet connection and a secure, private workspace
- Ability to complete 12 weeks of in-person training and onboarding in Ottawa, Ontario
Benefits
- Competitive benefits plan
- 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
- Mentoring programs
- Online learning platform
- Training and onboarding sessions
- Flexible work arrangements
- In-person team events and experiences
- Accessibility accommodations throughout the interview process
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