Cantonese/Mandarin/English Credit Card Representative

Description

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Department Overview  

Helping is at the heart of everything we do at our contact centres, and we’re proud of the value that we can deliver from 7am EST – 12am EST, 7-days a week for more than 27 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   

London Contact Centre English/Cantonese/Mandarin Credit Card Representative

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: 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 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 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 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.) Ability to multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy while 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 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.  Language skill - we are also considering candidates with language skill in Cantonese and/or Mandarin

Additional Information 

Start date: Monday Jan. 20th, 2025

Training: 12 weeks full time Paid Training, Mandatory IN PERSON Onsite

Training schedule: Monday - Friday, 9am-5pm

Training location: 275 Dundas Street, London, Ontario

Full Time work schedule (after training): 37.5 hours/week, 5 days/week,

(Candidates must be flexible to work within Business Hours: Monday to Sunday 7am-12am, various start times)

Part Time: Not Available

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 organizationat 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 275 Dundas Street, London, Ontario for12 weeks to ensure 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 bestto communicate outcomes to all applicantsbyemail or phone call.

National Occupation Classification (NOC) Code

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

Company Overview

Our Promise

At TD, our commitment to our people is what makes us theBetter Bank. This commitment – our Colleague Promise - is our pledge that no matter where you work at TD,you’llhave the chance to:

Makea meaningful impact on the business, your colleagues, and the customers and communities we serve.

Learn new skills,grow your career,explorenew opportunities across the Bank, andultimately gain new perspectives to help you succeed.

Experiencea culture of care where all colleagues are respected, included, appreciated, and supported.

Our Total Rewards Package

Our Total Rewards package reflects the investment 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.

How We Work

At TD, we believein-person connections fuel collaboration and collective creativity; and empowering colleagues with flexibility in how they work helps them to deliver high-quality materials that reflect our commitment to our business, customers, and communities. Our hybrid workplace experience is designed to empower colleagues to do great work at a physical TD location and also remotely where it makes sense for the work.Wherever our colleagues are working, they’ll always have access to the TD community and experience our culture of care.

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. 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. Our purpose to enrich the lives of our customers, communities and colleagues, and this underscores how we approach innovation and the capabilities we’re developing to shape the future of banking.

Whether you’ve got years of banking experience or just starting your career in financial services, we can help you realize your full 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 plan to keep growing – and we hope you do too.

Inclusiveness

Our Commitment to Diversity, Equity, and Inclusion

At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Our Community Involvement

Each 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 was established to bring the TD Ready Commitment (our Corporate Citizenship platform) to life, and help us accomplish our purposeto enrich the lives of our customers, colleagues and communities.

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 you

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 Package
Our 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 & Onboarding
We 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 you

Language Requirement (Quebec only):

Sans Objet

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