Bilingual Contact Center Representative, Canadian Banking, Easyline

TD • Montreal, QC

2d • $45,700 - $61,000 • Hybrid

About The Position

Supporting and helping is at the heart of everything we do at our contact centres, and we’re proud of the value that we can deliver 24-hours a day, 7-days a week for more than 27 million TD customers. Alongside caring colleagues and supportive leaders, you’ll have opportunities to grow and make a meaningful difference to our customers, our communities and our business. As the voice of TD, you’ll be passionate about understanding our customers. Whether you’re assisting in-bound customers with account inquiries or resolving an issue by recommending a TD product or service, you’ll help us offer personalized support to our customers whenever they need it. You’ll consistently deliver legendary customer service by making it easy, creating value, and delivering trusted advice to our customers. As a valued member of our Contact Centre Team, you will: Make people’s day: strive to deliver an exceptional 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.

Requirements

• High School Diploma or equivalent
• Bilingual (French & English)
• Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns.
• 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.
• 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.
• Proficiency in a language other than French to support customers, employees or markets located outside the province of Quebec or who require services in a language other than French.

Nice To Haves

• Experience in financial or service industries.

Responsibilities

• Make people’s day: strive to deliver an exceptional 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.

Benefits

• health and well-being benefits including medical, dental, vision & mental health coverage
• savings and retirement programs
• paid time off
• banking benefits and discounts
• career development
• reward and recognition programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees