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Outbound contact centre representative

2 months ago

Ottawa, Canada TD Full time

Lieu de travail: Canada

Horaire: 37.5

Secteur d’activité: Services bancaires personnels et commerciaux

Détails de la rémunération : Nous avons à cœur d’offrir une rémunération juste et équitable à tous nos collègues. En votre qualité de candidat ou de candidate, nous vous encourageons à avoir une conversation franche avec votre recruteur et à poser des questions sur la rémunération, notamment les particularités salariales de ce poste.

Description du poste:

Department Overview

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.

Job DetailsWhat You’ll Do

As the voice of TD, you’ll be passionate about understanding our customers. Whether you’re assisting in-bound or outbound 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.

As a valued member of our Contact Centre Team, you will:

  1. Make people’s day: consistently deliver an outstanding customer service experience by offering friendly support through your knowledge of TD products, services and solutions.

  2. Solve problems efficiently: resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.

  3. Achieve your goals: consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets.

  4. 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 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.

What You Need to Succeed

We’re proud to work with a group of diverse colleagues. If you have relevant experience that isn’t mentioned below, tell us about it in your resume or cover letter.

  1. High School Diploma or equivalent

  2. Exceptional communication and listening skills and a curiosity to help customers meet their needs and resolve concerns. (Preference given to those with experience in financial or service industries.)

  3. 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.

  4. Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets, etc.).

  5. Flexibility, resiliency, and a positive attitude when responding to challenging situations.

  6. Passion to assist customers in resolving unspoken needs by offering consultative advice.

  7. Ability to work both independently and as part of a team.

  8. Integrity when managing sensitive customer information in alignment with Regulatory and Compliance guidelines related to servicing and sales practices.

KEY ACCOUNTABILITIESCUSTOMER
  1. Create an exceptional customer experience with every client interaction and contribute to the ongoing improvement of the overall customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions.
  2. Identify customer needs and determine solutions to customer problems.
  3. Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions.
  4. Offer comprehensive product knowledge and/or guidance as it relates to their respective business area.
  5. Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary.
  6. May identify cross-sell opportunities and/or refer customers/partners to internal Bank partners.
  7. Expected to 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.
  8. Complete a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner.
EXPERIENCE & EDUCATION
  1. High School diploma, Undergraduate degree and/or
  2. 1+ years of relevant experience.
  3. NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements.
Additional Information

We’re delighted that you’re considering building a career with TD. Through regular colleague development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

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