French Bilingual Contact Centre Representative

2 months ago

Ottawa, Canada TD Bank Full time

**Work Location**:
Ottawa, Ontario, Canada

**Hours**:
37.5

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

**Pay Details**:
$49,950 - 58,275 CAD

**Department Overview**

MBNA is a mono-line lender, offering a variety of credit card products and specializing in affinity partnerships. The MBNA Customer Assistance role is to work with customers 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**:strive to deliver an outstanding customer service experience by offering friendly support through your knowledge of TD products, services, and solutions.
- **Solve problems efficiently**:resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.
- **Achieve your goals**:consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets.
- **Never stop learning**:actively participate 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 colleagues. 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.
- Digital 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.

**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, we’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 looking 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 1595 Telesat crt, for 8 weeks to ensure you’ve got everything you need to succeed in your new role.

**Interview **Process**

**National Occupation Classification (NOC) Code**

14201 - Banking, insurance and other financial clerks (NOC)

LI-NACO

IN-NACO

**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 to Be the Better Bank and our purpose to enrich the lives of our customers, commu

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