Bilingual (French/english) Customer Account

3 weeks ago

Markham, Canada TD Bank Full time

**Work Location**:
Markham, Ontario, Canada

**Hours**:
37.5

**Line of Business**:
Personal & Commercial Banking

**Pay Details**:
$51,400 - $72,600 CAD

**Department Overview**

The Business Customer Assistance team resides within the Business Bank's Financial Restructuring Group is responsible for working with adversely risk rated Small Business Banking (SBB) borrowing customers that have encountered financial difficulty and/or show deterioration in their risk profile. The main activities of the team are Advanced Collections and Delinquency Management ; Account Management (Restructuring) and Recoveries for the SBB Market Segment

REJUVENATE: Work with our Customers to try and get the account back on a bankable footing, restoring a satisfactory Risk Rating, and ultimately returning the responsibility for the Customer Relationship to the Branch/SBCC Delivery Channel.

NEGOTIATE: Where rejuvenation is not a viable option, work with the customer to come to an repayment plan/arrangement that is mutually beneficial

LITIGATE: Where we are unable to come to a satisfactory, negotiated repayment arrangement, and the customer is no longer cooperating, take whatever steps are necessary to minimize PCL through the use of cost effective Recovery Strategies.
- Reporting to the Team Manager, Customer Assistance Specialist role plays an integral role in early stage delinquency management of Small Business Banking Customers who have encountered difficulties servicing their credit products.
- The CAS mandate is to rectify the issues whenever possible and cure the customer delinquency. When necessary, collection action is commenced with a view to protecting the bank's interests.

**Job Requirements**
- A understanding of TDCT Small Business and Agriculture Credit products is recommended
- Problem solving aptitude
- Attention to detail
- Ability to work quickly and independently in a fast paced environment
- Previous collection experience is recommended
- Bilingual is asset (French & English)
- Previous Customer Service Experience is required
- Inbound and Outbound telephone experience is recommended

Skills Category:

- Analytical Skills
- Ability to multi-task effectively
- Time Management
- Relationship Management
- Effective Communication
- Interpersonal Skills
- Computer Skills
- BILINGUAL - Fluency in ENGLISH and FRENCH is required

**Aperçu du service**

L’équipe Assistance client d’affaires, qui fait partie du groupe Restructuration financière des Services bancaires aux entreprises, est responsable de travailler avec les clients emprunteurs des Services bancaires aux PME (SBPME) affichant une cote de risque élevée qui ont éprouvé des difficultés financières ou dont le profil de risque se détériore. Les principales activités de l’équipe sont les interventions avancées de perception et la gestion des comptes en souffrance, ainsi que la gestion des comptes (restructuration et recouvrement) pour le segment de marché des SBPME.

RÉGÉNÉRATION : Nous collaborons avec nos clients pour tenter de remettre le compte en règle, de revenir à une cote de risque satisfaisante et, ultimement, de redonner la responsabilité de la relation avec le client au Réseau de succursales et au Centre de crédit aux PME.

NÉGOCIATION : Lorsque la régénération n’est pas une option envisageable, nous travaillons avec le client pour établir une entente ou un plan de remboursement mutuellement avantageux.

LITIGES : Lorsque nos négociations ne nous permettent pas de conclure une entente de remboursement satisfaisante et que le client ne coopère plus, nous prenons toute mesure nécessaire pour réduire le plus possible la provision pour pertes sur créances au moyen de stratégies de recouvrement efficaces sur le plan économique.

**Description de poste**
- Relevant d’un chef d’équipe, le spécialiste, Assistance client joue un rôle essentiel dans la gestion des comptes en souffrance depuis peu de temps des clients des SBPME qui ont éprouvé des difficultés à assurer le service de leurs produits de crédit.
- Le mandat du spécialiste, Assistance est de corriger les problèmes dans la mesure du possible et d’effacer les arriérés du client. Au besoin, il entame les mesures de recouvrement dans le but de protéger les intérêts de la Banque.

**Exigences du poste**
- Compréhension des produits de crédit des SBPME et des Services bancaires aux agriculteurs de TD Canada Trust, un atout
- Aptitudes pour la résolution de problèmes
- Souci du détail
- Capacité à travailler rapidement dans un milieu dynamique en toute autonomie
- Expérience antérieure en matière de recouvrement, un atout
- Bilinguisme (français et anglais) obligatoire
- Expérience en service à la clientèle exigée
- Expérience dans le cadre d’appels entrants et sortants, un atout

Catégories de compétences
- Capacités d’analyse
- Capacité à effectuer plusieurs tâches à la fois
- Gestion du temps
- Gestion des relat

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