French Bilingual Customer Account Specialist III, Customer Assistance

TD•Ottawa, ON

7d•CA$55,800 - CA$65,100•Remote

About The Position

This role is within TD Canada Trust (TDCT) Customer Assistance, focusing on collecting on various personal and small business banking arrears. These products include credit cards, overdrafts, personal loans, unsecured lines of credit, mortgages, home equity lines of credit, bridge loans, auto finance loans, small business vehicle lending, and early-stage delinquency. The primary goal is to work with customers to resolve their financial difficulties while collecting funds owed to TD. The position is part of a team with supportive leaders, aiming to make a meaningful difference to the business, customers, and communities.

Requirements

High School Diploma or equivalent
Bilingual (French & English)
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
Requires specific formal certifications at this level of expertise

Responsibilities

Provide courteous, efficient, and professional customer service to ensure inquiries, sales and/or issues are managed promptly and effectively.
Engage customers/partners in conversation to understand and meet their current and future products/sales and/or service needs by proactively providing them with information/advice/guidance.
Offer advanced knowledge and/or advice/guidance as it relates to their respective business area.
Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary.
Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners.
Meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needs.
Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / sales opportunities and referrals, to increase profitability and enable business growth.
Promote and offer full suite of products, sales, services and banking capabilities.
Contribute to business objectives for Operational Excellence.
Support the timely and accurate completion of business processes and procedures.
Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary.
Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations.
Identify, suggest and actively participate in process improvement opportunities.
Ensure necessary due diligence to support the accuracy of all customer transactions / activities.
Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts.
Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite.
Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct.
Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit.
Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques.
Participate in personal performance management and development activities, including cross training within own team.
Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities.
Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
Contribute to a fair, positive and equitable environment that supports a diverse workforce.
Act as a brand champion for your business area/function and the bank, both internally and/or externally.
Provide exceptional inbound and/or outbound sales and/or service support to customers/partners on a range of moderate to high complexity financial products and services.
Acts as a sales process/product expert to customers and/or internal partners.
Identifies complex problems and formulates the most appropriate solution and escalates if necessary.
Uses insights into how the team integrates with other teams to coordinate efforts and resources to achieve shared objectives.
Has direct impact on the quality of the duties performed, or services provided, to the sales team and the unit supported.
Implements sales and customer service procedures and approaches to complete work.
Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions.
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.