Bilingual Contact Center Representative, Canadian Banking, Credit Cards

Description :Department OverviewHelping is at the heart of everythingwe doatourcontactcentres,andwe’reproud of the value that we can deliverfrom 7am EST – 12am EST,7-daysa week for more than 27millionTDcustomers. Alongsidecaringcolleagues and supportive leaders,you’llmake a meaningful difference to our business, our customers, and our communities.Job DetailsWhatYou’llDoAs the voice of TD,you’llbe passionate about understanding our customers. Whetheryou’reassistingin-bound callers with accountinquiries, orresolving an issue by providing advice and recommending a TD product or service,you’llhelp us offer trusted support to our clients whenever they need it.You’llconsistently 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:consistentlydeliver an outstandingcustomer serviceexperienceby offeringfriendlysupport through your knowledge of TD products,servicesand 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 performanceobjectives, includingcustomer experience survey results, adviceandquality goals, compliance regulations,and productivity targets.Never stop learning:activelyparticipatein ongoing training and coaching supportto helpyoucontinue togrow anddevelopinyourrole.WhereYou’llWorkAfter completing in-person training and onboarding sessions,you’llwork primarily offsite. Since most of your work activities can be performed independently,you’llspend about 95% of your time at your secure, private workspacewith astable internet connection. Your remaining time will be spent at a TD location for in-person team events and experiences. The hiring manager will providemoreinformationabouthow this works for their team.Job RequirementsWhat You Need to Succeed We’reproud to work with a group of diverse colleagues. If you have relevantexperiencethatisn’tmentioned below, tell us about it in your resume or cover letter.High School Diploma or equivalent Bilingual (French & English)Exceptionalcommunication andlistening skills and a curiosity to help customers meet their needs and resolve concerns. (Preference given to those with experience in financial or service industries.)Ability tomultitask and navigate through computer systems,applications, and multiple screenswith speed andaccuracywhile balancing performance to meet a variety of metrics.Digital 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 toassistcustomers in resolving unspoken needs by offering consultative adviceAbility to workbothindependentlyand aspart of a team.Integritywhen managing sensitive customer information in alignment withRegulatory and Compliance guidelines related to servicing and sales practices.Additional InformationWe’redelighted thatyou’reconsidering building a career with TD. Through regular colleague development conversations, training programs, and a competitive benefits plan,we’recommitted to providing the support our colleagues need to thrive both at work and at home. ColleagueDevelopmentIfyou’reinterested in a specific career path orarelookingtobuildcertain skills, wewant to help you succeed.You’llhave 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 passionabouthelping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organizationat TD– andwe’recommitted to helping youidentifyopportunities that support your goals. Training & OnboardingWe’rehostingin-person training and onboarding sessions at [LOCATION] for12weeksto ensureyou’vegot everything you need to succeed in your new role. InterviewProcessWe’llreach out to candidates of interest to schedule an interview.Wedo our bestto communicate outcomes to allapplicantsbyemail or phone call.National OccupationClassification(NOC)Code14201 – Banking,insuranceand otherfinancialclerks (NOC)Company OverviewOur PromiseAt TD, our commitment to our people is what makes ustheBetterBank. This commitment – our Colleague Promise - isour pledgethat no matter where you work at TD,you’llhave thechanceto:Makea meaningful impact on the business, your colleagues, and the customers and communities we serve.Learnnew skills,growyour career,explorenew opportunities acrosstheBank, andultimatelygainnew perspectives tohelp yousucceed.Experienceaculture of carewhere allcolleaguesare respected, included, appreciated,and supported.OurTotal Rewards PackageOurTotal Rewards package reflects the investment we make in our colleagues to helpthemand their families achieve their financial, physical,and mental well-being goals. Total Rewards at TD includesabase salary,variable compensation,and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognitionprograms. How We WorkAt TD, we believein-person connections fuel collaboration and collective creativity; and empowering colleagues with flexibility in how they workhelpsthem todeliverhigh-quality materials that reflect our commitment to our business, customers, and communities.Our hybrid workplace experience is designed toempowercolleagues to do great work at a physical TD location andalsoremotely where itmakes sense for the work.Whereverour colleagues are working,they’llalways have access to the TD community and experience our culture of care.WhoWeAreTD isone oftheworld's leading global financial institutions and isthe fifthlargest bank in North America by branches.Every day,wedeliver legendary customer experiences to over 27millionhouseholds and businesses in Canada, the United States and around the world.More than95,000 TDcolleaguesbring their skills,talent,and creativity to the Bank, those we serve,and the economies we support.Ourpurposetoenrich the lives of our customers,communitiesand colleagues, and thisunderscoreshow we approach innovation and the capabilitieswe’redeveloping to shape the future of banking.Whetheryou’vegotyears of banking experience orjuststarting your career in financial services, wecanhelp you realize your full potential.Through regular leadership anddevelopmentconversations tomentorship and trainingprograms,we’rehere to support you towards your goals. As an organization, we plan to keep growing – and we hope you do too.InclusivenessOur Commitment to Diversity, Equity, and InclusionAt TD,we’recommitted to fostering an environment where all colleagues are encouraged to bring theirauthenticselvesto work, experienceequitableopportunities,and feel respected and supported.We’rededicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.Our Community InvolvementEach day, we work hard to help open doors to a more inclusive and sustainable future for the communities we serve. Our Sustainability and Corporate Citizenship team wasestablishedto bring the TD Ready Commitment (our Corporate Citizenship platform) tolife, andhelp usaccomplishourpurposetoenrich the lives of our customers,colleaguesand communities.AccommodationYour accessibility is important to us. Please let us know ifyou’dlike accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you canparticipatethroughout the interview process.We look forward tohearing from you#LI-NACO#IN-NACONational Occupation Classification (NOC) Code 14201 – Banking, insurance and other financial clerks (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 to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you. Our Total Rewards PackageOur Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Additional Information:We’re delighted that you’re considering building a career with TD. Through regular 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.Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.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 an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for 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 & OnboardingWe will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.Interview Process We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.Accommodation Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.We look forward to hearing from youLanguage Requirement (Quebec only):Sans Objet