Contact Center Rep II, Borrowing

TD • Markham, ON

11d • Hybrid

About The Position

As a Contact Center Rep II, Borrowing at TD, you will be the voice of the bank, dedicated to understanding and assisting customers with their borrowing-related inquiries. This role involves providing outstanding customer service, resolving issues efficiently at the first point of contact, offering advice, and recommending suitable TD products and services. You will be expected to consistently meet performance objectives, including customer experience, quality, compliance, and productivity targets. The position requires active participation in ongoing training and coaching to support continuous growth and development. After an initial in-person training period, the role primarily operates offsite, with occasional in-person team events at a TD location.

Requirements

• High School Diploma or equivalent
• 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

• Experience in financial or service industries.

Responsibilities

• Consistently deliver an outstanding customer service experience by offering friendly support through your knowledge of TD products, services and solutions.
• Resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.
• Consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets.
• Actively participate in ongoing training and coaching support to help you continue to grow and develop in your role.

Benefits

• Growth opportunities and skill development
• Fair and equitable compensation opportunities
• Regular colleague development conversations
• Training programs
• Competitive benefits plan
• Access to a variety of mentoring programs
• Total Rewards package (base salary, variable compensation, health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and 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