Bilingual Customer Account Specialist III, Customer Assistance - Advanced (Ottawa, Ont)

Start date: September 15th 2025

Mandatory Training: 8am - 4pm Mon - Fri for 6 weeks onsite at 1595 Telesat Court Ottawa Ont

Candidate must be Bilingual in English & French.

After training hybrid: Once a month on site

Flexible business hours:

Rotation between 8am - 4pm & 10am - 6pm shifts Mon - Fri

Pay Details

Were committed to providing fair and equitable compensation to all our colleagues. As a candidate youre encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you with the pay details for this role.

Department Overview

At TD Canada Trust (TDCT) Customer Assistance we collect on a variety of products that include both personal & small business banking arrears such as: credit cards overdraft personal loans unsecured line of credit mortgages home equity line of credit bridge loans auto finance loans small business vehicle lending & early-stage delinquency. 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 in-person 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 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

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

• 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.

• 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.

• 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

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 in-person training and onboarding sessions at 1595 Telesat Court Ottawa Ont. for 6 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)

Company Overview

Our Promise

At TD our commitment to our people is what makes us the Better Bank. This commitment our Colleague Promise - is our pledge that no matter where you work at TD youll have the chance to:

• Make a meaningful impact on the business your colleagues and the customers and communities we serve.

• Learn new skills grow your career explore new opportunities across the Bank and ultimately gain new perspectives to help you succeed.

• Experience a 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 believe in-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 remotely where it makes sense for the work. Wherever our colleagues are working theyll always have access to the TD community and experience our culture of care.

Who We Are

TD is one of the worlds 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 95000 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 were developing to shape the future of banking.

Whether youve 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 were 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 were 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. Were 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 purpose to enrich the lives of our customers colleagues and communities.

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!