Customer Account Specialist Ii, Customer Assistance

2 weeks ago

Markham, Canada TD Bank Full time

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

**Hours**:
37.5

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

**Pay Details**:
$47,200 - $66,600 CAD

This role is eligible for a discretionary variable compensation award that considers business and individual performance.

**Department Overview**

At TD Canada Trust (TDCT) Customer Assistance, we collect on a variety of products that include both personal & small business banking arrears such as: credit cards, overdraft, personal loans, unsecured line of credit, mortgages, home equity line of credit, bridge loans, auto finance loans, small business vehicle lending & early-stage delinquency. O ur role is to work with c ustomers to help them resolve their financial difficulties, while collecting on the funds owing to TD. 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. 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 through inbound and outbound calls. You’ll consistently deliver legendary customer service by providing each caller with the right advice to meet their unique banking needs.

As a valued member of our Contact Centre Team, you will:

- **Make people**’**s day**:s trive to 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. 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
- Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns.
- Must display a high professional manner, along with sound judgment, time - management and decision-making skills.
- D igital literacy across a broad range of devices (e.g., Desktops, laptops, headsets, etc. )
- Flexibility, resiliency, and a positive attitude when responding to challenging situations.
- Expected to meet the needs of customers by offering advice based on their total financial situation and possessing a thorough knowledge of customer life cycle needs.
- Previous collection, credit experience and or call center and banking experience is an asset
- Ability to work both independently and as part of a team.

Start Date: February 18th, 2025
- Full Time: 37.5 hours per week
- Mandatory Training on site at 3500 Steeles Ave E, Markham, ON L3R 0X1.
- Training: 8:00am to 4:00pm Mon-Fri for 6 weeks (paid training)
- After training, work rotational shifts between the hours of 8:00am - 9:00pm Mon-Fri & work every other Saturdays per month 9:00am to 5:00pm. 1 shift during the week will be scheduled to work 1:00pm to 9:00pm.

**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 a t 3500 Steeles Ave E. Markham Ontario for 6 wee

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