Contact Center Representative

Description

Department Overview

Supporting and helping is at the heart of everything we do atour contact centres, and we’re proud of the value that we can deliver 24-hours a day, 7-days a week for more than 27 million TD customers. Alongside caring colleagues and supportive leaders, you’llhave opportunities to grow and make a meaningful difference to our customers, our communitiesand our business.

Job Details

What You’ll Do

As the voice of TD, you’ll be passionate about understandingour customers. Whether you’reassisting in-bound customers with account inquiries orresolving an issue by recommending a TD product or service, you’ll help us offer personalized support to our customers whenever they need it. You’llconsistently deliver legendary customer service by making it easy, creating value, and delivering trusted advice to our customers.

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

Make people’s day: strive to deliver an exceptional 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 togrow and develop in your role.

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. (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. 

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 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 an online learning platform and a variety of mentoring programs to help you unlock future opportunities.Whether you have a passion forhelping 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 will provide in-person training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role. Training will be Monday to Friday: 11:00am to 7:00pm for 13 weeks. After training the schedule will shift to night shift hours.

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.

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):