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Ottawa Mbna Contact Center Customer Assistance

4 months ago

Ottawa, Canada TD Bank Full time

**Ottawa MBNA Contact Center Customer Assistance Specialist_Hybrid**:

- 426121BR

**Job Category - Primary**
- Call Center

**Work Location**
- 1595 Telesat Court

**Employment Type**
- Regular

**City**
- Ottawa

**Time Type**
- Full Time

**Province/State**
- Ontario

**Hours**
- 37.5

**Workplace Model**
- Hybrid

**Hours/Availability Detail**
- Mon -Fri 8am to 9pm, Sat 9am-5pm

**Pay Details**

**Department Overview**

Every single day is an adventure Within TD's Contact Center, you'll find a community of colleagues helping TD's 25+ million customers to achieve their life goals.

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 and internal/external partners with a variety of financial services through inbound and outbound calls, and digital channels.

Grow, learn and lead; beyond your day-to-day work, you'll be supported with professional development and encouraged to build an exciting career at TD. You'll help deliver a legendary experience to our business, our customers' lives and our communities.

**Job Details**

**Ottawa MBNA Contact Center Customer Account Specialist II, Customer Assistance**
It starts when you pick up the phone or log in online. With each conversation, you'll be playing one of the most important roles supporting our customers' happiness with the bank. Every day, you will:

- Provide customers with the best solutions and offer advanced guidance and expertise on how TD's digital assets can help them to meet their financial needs now and in the future.
- Deliver outstanding service and/or sales support with moderately complex transactions related to financial products and services with the aim to provide complete and correct solutions the first time.
- Work towards achieving set goals while being an ambassador for innovation by offering legendary experiences and trusted advice.
- Gather and analyze data to identify and help solve complex problems; use sound understanding of process/policy risk when recommending exceptions outside general guidelines
- Work effectively as a team, use and learn from each other's knowledge and support your co-workers to resolve customer issues.

Bring your whole self to work and have fun This is your chance to define every new day, embrace the adventure and make a meaningful contribution that helps to deliver results and accomplish great things for your career and the customers of TD Most importantly, you'll be our voice at TD. Every phone call you answer, every message you send is your chance to shine

**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
- French Language skill is an asset

**Additional Information**

**Onsite Training Commitment (Full time hours),**
**Start Date: February 5, 2024**

Training is scheduled at 37.5 hours per week, Monday to Friday 8am to 4pm, for 8 weeks.
Location: 1595 Telesat Court, Ottawa, ON K1B 5R3

Scheduling Commitment after training:
Full Time - 37.50 hours/week, 5 shifts/week, various start times, 2 days off/week
Part Time - NOT AVAILABLE at this time

**Hybrid Work Eligible**:This is NOT a fully remote work position.**
You will begin your employment at the above location, once you reach the criteria of the work from home program, which includes but is not limited to a quiet workspace, minimum internet bandwidth, and tenure guidelines, you will be assigned to work from home (hybrid). **Employees are still required to work **onsite **at MBNA Contact Center 2 days per month or more base on business needs.**

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**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 w