Customer Account Specialist II, Customer Assistance

Work Location:

Hours:

Line of Business:

Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience jobrelated knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description:

Department Overview

TD Auto Finance (TDAF) offers extensive financing solutions for the Prime and NonPrime automotive markets as well as for recreational and leisure vehicles. At TDAF Customer Assistance our 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 youll make a meaningful difference to our business our customers and our communities.

Job Details

What Youll Do

As the voice of TD youll be passionate about understanding our customers. Your role within the Contact Center is essential to TDs success as our customers are at the center of everything we do. Youll support customers through inbound and outbound calls. Youll 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 peoples 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 Youll Work

After completing inperson training and onboarding sessions youll work primarily offsite. Since most of your work activities can be performed independently youll spend about 95% of your time at your secure private workspace. Your remaining time will be spent at a TD location for inperson 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

Were proud to work with a group of diverse colleagues. If you have relevant experience that isnt mentioned below tell us about it in your resume or cover letter.

• High School Diploma or equivalent
• Previous collection credit experience and or call center and banking experience are an asset
• 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 decisionmaking skills.
• 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. 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.
• Ability to work both independently and as part of a team.

Additional Information

Were delighted that youre considering building a career with TD. Through regular colleague development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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 were committed to helping you identify opportunities that support your goals.

Training & Onboarding

Were hosting inperson training and onboarding sessions at 12 Concorde Place for 810 weeks to ensure youve got everything you need to succeed in your new role.

Interview Process

Hiring manager will 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.

National Occupation Classification (NOC) Code

14201 Banking insurance and other financial clerks (NOC)

Who We Are:

TD is one of the worlds 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 95000 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 youve 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 were 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 wellbeing goals. Total Rewards at TD includes a base salary variable compensation and several other key plans such as health and wellbeing benefits savings and retirement programs paid time off banking benefits and discounts career development and reward and recognition programs. Learn more

Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were 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 youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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 were committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process
Well 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 youd 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):