Bilingual Contact Centre Representative- Credit Cards

TD•Ottawa, ON

1d•CA$45,700 - CA$61,000•Hybrid

About The Position

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. 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. 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.

Requirements

High School Diploma or equivalent
Unilingual (English) or Bilingual (French & English)
Exceptional communication and 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.
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.

Nice To Haves

Preference given to those with experience in financial or service industries.

Responsibilities

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.