Work Location
Montréal, Quebec, Canada
Hours
37.5
Line of Business
Personal & Commercial Banking
Pay Details
$45,700 - $61,000 CAD
Department Overview
Helping is at the heart of everything we do at our contact centres, and we're proud of the value that we can deliver from 7am EST – 12am EST, 7 days a week for more than 27 million TD customers. Alongside caring colleagues and supportive leaders, you'll make a meaningful difference to our business, our customers, and our communities.
What You'll Do
As the voice of TD, you'll be passionate about understanding our customers. Whether you're assisting in-bound callers with account inquiries, or resolving an issue by providing advice and recommending a TD product or service, you'll help us offer trusted support to our clients whenever they need it. You'll consistently deliver legendary customer service by providing each caller with the right solutions to meet their unique banking needs.
As a valued member of our Contact Centre Team, you will:
•Make people's day: consistently deliver an outstanding customer service experience by offering friendly support through your knowledge of TD products, services and solutions.
•Solve problems efficiently: resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.
•Achieve your goals: consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets.
•Never stop learning: actively participate in ongoing training and coaching support to help you continue to grow and develop in your role.
Where You'll Work
After completing in-person training and onboarding sessions, you'll work primarily offsite. Since most of your work activities can be performed independently, you'll spend about 95% of your time at your secure, private workspace with a stable internet connection. Your remaining time will be spent at a TD location for in-person team events and experiences. The hiring manager will provide more information about how this works for their team.
Job Requirements
What You Need to Succeed:
•High School Diploma or equivalent
•Bilingual (French & English)
•Exceptional communication and listening skills and a curiosity to help customers meet their needs and resolve concerns. (Preference given to those with experience in financial or service industries.)
•Ability to multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics.
•Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets, etc.).
•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 both 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.
Training & Onboarding
In-person training and onboarding sessions for 12 weeks to ensure you've got everything you need to succeed in your new role.
National Occupation Classification (NOC) Code
14201 – Banking, insurance and other financial clerks (NOC)
Who We Are
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support.
Language Requirement (Quebec only)
Proficiency in a language other than French is required to provide support or deal with customers who need services and support in a language other than French.
