Contact Centre Representative, Merchant Solutions
2 months ago
404219BR
Call Center
Markham, ON
March 27, 2023
Company Overview
Department Overview
“Welcome to TD, how can I help?”
Helping is at the heart of all we do within TD’s contact centre, and we’re proud of the value we deliver 24 hours a day, 7 days a week, for more than 25 million Customers.
Every day is an opportunity to learn and grow, and help our Customers feel confident that we’ll be there for them anytime they need to call usbuying their morning coffee, shopping online, paying their bills, or planning for that next trip.
**What You’ll Do**
Merchant Solutions is a highly skilled technical team restoring terminal functionality at the first point of contact. They make the experience effortless for our Merchants, value their time and take care of their needs in moments that matter. They resolve their financial inquiries and create unexpectantly personal connections through knowledge and experience to elevate their confidence in the TD Brand.
You are the voice of TD and your role is to:
**Think Like a Customer** by asking questions and actively listening so you can effectively offer product solutions to our Customers on every call, delivering legendary experiences and trusted advice.
**Act Like an Owner** by contributing to an engaged culture that is committed to delivering business results and contributing to our communities.
**Execute with Speed and Impact **by coming into work at your scheduled time, identifying and meeting your Customers’ needs, and protecting the Bank from risk.
**Innovate with Purpose** by listening, asking questions, and finding ways to simplify the way we work; solving problems effectively the first time.
**Develop Yourself and Colleagues** by embracing diversity and respecting your team; sharing what works and supporting one another to meet more Customers’ needs and achieve personal career goals with TD.
**What We Offer**
As part of our Contact Centre team, you will:
Feel prepared and confident for success after completing our training program and receiving dedicated coaching support.
Grow in a continuous learning environment, with customized development paths to help you achieve your goals and build an exciting career at TD.
Thrive in an environment where diversity and inclusion are part of our core values; where you can bring your whole self to work and celebrate diversity at work and in our communities.
Enjoy a competitive salary, pay for performance incentives, reward & recognition programs, and a benefits package that helps our colleagues achieve financial, mental, and physical well-being.
**Requirements**:
**Your Commitment**
Training Commitment (Full time hours)
Training is scheduled at 37.5 hours per week for both part-time and full-time colleagues. Training is generally scheduled from 7am-3pm or 4pm-12am. You must be able to accommodate either schedule.
Scheduling Commitment
Full Time - 4pm to 12am shift, with 1 weekend shift.
Part Time - You will be scheduled for a minimum of 22.5 hours per week, and shifts will range from 4-8 hours. You must be flexible to work between the hours of 7:00am-12:00am, 7 days a week.
**EXPERIENCE & EDUCATION**
- Undergraduate degree and/or
- 2+ years relevant experience
- NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements
Additional Information
**BREADTH & DEPTH**
- Requires specialized expertise to provide customer /partner support on complex transactions, activities and product feature advice and guidance
- Provide exceptional inbound and/or outbound advice and/or service support to customers/partners on a range of moderate to high complexity financial products and services
- Acts as an advice 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 advice team and the unit supported
- Implements advice 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
- Generally requires specific formal certifications at this level of expertise
- Generally reports to a Team Manager
**BREADTH & DEPTH**
- Requires specialized expertise to provide customer /partner support on complex transactions, activities and product feature advice and guidance
- Provide exceptional inbound and/or outbound advice and/or service support to customers/partners on a range of moderate to high complexity financial products and services
- Acts as an advice process/product expert to customers and/or internal partners
- Identifies complex problems and fo
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