Customer Account Specialist II, Customer Assistance

TD•Ottawa, ON

1d•Hybrid

About The Position

MBNA is a mono-line lender, offering a variety of credit card products and specializing in affinity partnerships. The MBNA Customer Assistance role is to work with customers to help them resolve their financial difficulties, while collecting on the funds owing to TD. 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. Your role within the Contact Center is essential to TD's success, as our customers are at the center of everything we do. You'll support customers through inbound and outbound calls. You’ll consistently deliver legendary customer service by providing each caller with the right advice to meet their unique banking needs. As a valued member of our Contact Centre Team, you will: Make people’s day: strive to 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. 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

Unilingual English or Bilingual (French/English)
High School Diploma or equivalent
Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns.
Must display a high professional manner, along with sound judgment, time-management and decision-making skills.
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., Desktops, laptops, headsets, etc.)
Flexibility, resiliency, and a positive attitude when responding to challenging situations.
Expected to meet the needs of customers by offering advice based on their total financial situation and possessing a thorough knowledge of customer life cycle needs.
Ability to work both independently and as part of a team.

Nice To Haves

Previous collection, credit experience and or call center and banking experience is an asset

Responsibilities

Support customers through inbound and outbound calls.
Deliver outstanding customer service experience by offering friendly support through 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.