Outbound Contact Centre Representative

2 months ago

Ottawa, Canada TD Bank Full time

**Work Location**:
Canada

**Hours**:
37.5

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

**Pay Details**:
**Department Overview**

**Helping is at the heart of everything **we do **at **our **contact **centr **es **, **and **we’re **proud of the value that we can deliver **from 7am EST - 12am EST, **7-days **a week for more than 2 **7 **million **TD **customers. Alongside **caring **colleagues and supportive leaders, **you’ll **make a meaningful difference to our business, our customers, and our communities.**

**Job Details**

**What **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**:

- **Make people **’ **s day**:consistently **deliver an outstanding **customer service **experience **by offering **friendly **support through your knowledge of TD products, **services **and solutions.**
- **Solve problems efficiently**:r **esolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.**
- **Achieve your goals**:c **onsistently r **each performance **objectives **, including **customer experience survey results, advice **and **quality goals, compliance regulations **, **and productivity targets **.**
- **Never stop learning**:a **ctively **p **articipat **e **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 colleague **s **. If you have relevant **experience **that **isn’t **mentioned below, tell us about it in your resume or cover letter.**
- **High School Diploma or equivalent**
- **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.)**
- **D **igital literacy across a broad range of devices ( **e.g. **, smartphones, tablets, laptops, headsets, etc.) **.**
- **Flexibility, resiliency, and a positive attitude when responding to challenging situations.**
- **Passion to **assist **customers in resolving unspoken needs by offering consultative advice**
- **Ability to work **both **independently **and as **part of a team **.**
- **Integrity **when managing sensitive customer information in alignment with **Regulatory and Compliance guidelines related to servicing and sales practices **.**

**KEY ACCOUNTABILITIES**

**CUSTOMER**
- **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**:

- **Identify customer needs and determine solutions to customer problems**:

- **Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions**:

- **Offer comprehensive product knowledge and/or guidance as it relates to their respective business area**:

- **Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary**:

- **May identify cross-sell opportunities and/or refer customers/partners to internal Bank partners**:

- **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**:

- **Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners**:

- **Complete a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner**:

- **Identify customer needs and determine solutions to customer problems, particularly as it relates to digital banking products and services**

**SHAREHOLDER**
- **Contribute to the achievement of business objectives by identifying advice opportunities and referrals, enabling business

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