Contact Center Ii- Borrowing English, Cantonese and

2 months ago

Markham, Canada TD Bank Full time

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

**Hours**:
37.5

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

**Pay Details**:
$45,700.00 - $61,000.00 CAD

**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 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.

**Job Requirements**

**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
- **English, Cantonese and Mandarin Language Skill**
- 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.

**Additional Information**

We’re delighted that you ’ re considering building a career with TD. Through regular colleague development conversations, training programs, and a competitive benefits plan, w e’ re committed to providing the support our colleagues need to thrive both at work and at home.

**Colleague **Development**

If you ’ re interested in a specific career path or are look ing to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion about helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we’re committed to helping you identify opportunities that support your goals.

**Training & Onboarding**

We’re hosting in-person training and onboarding sessions at [LOCATION] for 1 2 weeks to ensure you’ve got everything you need to succeed in your new role.

**Interview **Process**

**National Occupa **tion **Classification **(NOC) **Code**

14201 - Banking, i nsurance and other f inancial c lerks (NOC)

**Who We Are**:
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision t

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