Customer Account Specialist, Customer Assistance
2 days ago
**Customer Account Specialist, Customer Assistance Collections**:
- 432893BR
**Job Category - Primary**
- Call Center
**Work Location**
- City Centre Tower B - 380 Wellington Street
**Employment Type**
- Regular
**City**
- London
**Time Type**
- Full Time
**Province/State**
- Ontario
**Hours**
- 37.5
**Workplace Model**
- Hybrid
**Hours/Availability Detail**
- Rotational Shifts 8:00am to 9:00pm Mon-Fri & Saturdays 9:00am to 5:00pm
**Pay Details**
**Department Overview**
The Low Medium Risk Collection Department is a fast paced, dynamic environment focused on managing risk and mitigating losses on all credit products while delivering a superior customer experience at every contact. The Collections Contact Center uses a balanced scorecard approach between collections, the customer experience index, and productivity measures.
**Job Details**
- As a Customer Account Specialist, you will be responsible for providing exceptional customer service to our call center clients. In addition, your key responsibilities will be to negotiate payment arrangements on all credit products at various stages of delinquency and to retain and grow our business through your ability to advise and offer our clients recommendations and solutions. As a Customer Account Specialist, you will play a key role in enhancing the customer experience by providing high quality service at every interaction and ensuring customer concerns are being handled appropriately, while working in a dynamic fast paced environment.
- Also in this role, you must adhere to both professional practices and standards, and the TD Canada Trust processes and controls to achieve operational excellence. A requirement of the role is to meet monthly Customer Experience, Productivity and Compliance targets.
**Job Requirements**
- High school diploma and one (1) or more years of relevant experience
- Advanced skills and expertise in a variety of advice and service related activities to provide customers / partners with advice on transactions, activities and product features
- Sound communication skills to communicate unusual and/or complex content in a clear manner
- Possess computer & multi-tasking skills
- Thrive in a dynamic and time-sensitive environment
- Advanced knowledge of our business and understand the functions of our various business areas
- Passionate and engaging individual with a desire to consistently and compassionately deliver superior customer experience
**Additional Information**
**Start Date**: May 6th, 2024 (1st day of training)
- **Full Time**: Guaranteed 37.5 hours per week
- **Training**: 6 weeks full time, paid mandatory training Mon-Fri 8:00am -4:00pm onsite at 380 Wellington St in London- **Business Hours**: 8:00am to 9:00pm Mon-Fri & Saturday 9:00am -5:00pm
- **Shifts After Training**: Must be flexible to work rotational shifts with the above hours. Weekly, will be scheduled to
- work 10am-6pm, 1:00pm-9:00pm and every other Saturday, 9:00am-5:00pm
**Company Overview**
**Our Values**
At TD we're guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.
- **Making Your Well-being a Priority**
A supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they're more likely to do their best.
- **Our Total Rewards Package**
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits including medical, dental, vision & mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.
- **How We Work**
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remo
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