Customer Account Specialist III, Customer Assistance

Department Overview

At TDCanada 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-stagedelinquency.Our role is to work withcustomers to help them resolve their financial difficulties whilecollecting onthe funds owing to TD.Alongsidecaringcolleagues and supportive leadersyoullmake a meaningful difference to our business our customers and our communities.

Job Details

WhatYoullDo

As the voice of TDyoullbe passionate aboutunderstandingour customers.Your role within the Contact Center is essential to TDs success as our customers are at the center of everything we do.Youllsupport customers through inbound and outbound calls.Youllconsistentlydeliver legendary customer service by providingeach callerwiththe rightadviceto meet their uniquebankingneeds.

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

• Make peoples day:strive to deliver an outstandingcustomer serviceexperienceby offeringfriendlysupport through your knowledge of TD productsservicesand 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 regulationsand productivity targets.

• Never stop learning:activelyparticipatein ongoing training and coaching supportto helpyoucontinue togrow anddevelopinyourrole.

WhereYoullWork

After completing in-person training and onboarding sessionsyoullwork primarily offsite. Since most of your work activities can be performed independentlyyoullspend about 95% of your timeatyour secure private workspace. 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 Requirements

What You Need to Succeed

Wereproud to work with a group of diverse colleagues. If you have relevantexperiencethatisntmentioned 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 tomultitask and navigate through computer systemsapplications and multiple screens with speed and accuracywhile balancing performance to meet a variety of metrics.

• Digital literacy across a broad range of devices (e.g.Desktopslaptops 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 andpossessinga thorough knowledge of customer life cycle needs.

• Previouscollectioncredit experience and or call center and banking experienceisan asset

• Ability to workbothindependentlyand aspart of a team.

Additional Information

Weredelighted thatyoureconsidering building a career with TD. Through regular colleague development conversations training programs and a competitive benefits planwerecommitted to providing the support our colleagues need to thrive both at work and at home.

ColleagueDevelopment

Ifyoureinterested in a specific career path orarelookingtobuildcertain skills wewant to help you succeed.Youllhave 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 andwerecommitted to helping youidentifyopportunities that support your goals.

Training & Onboarding

Werehosting in-person training and onboarding sessions at380 Wellington st London ONfor6weeksto ensureyouvegot everything you need to succeed in your new role.

InterviewProcess

Hiringmanager will reach out to candidates of interest to schedule an interview.Wedo our bestto communicate outcomes to allapplicantsbyemail or phone call.

National OccupationClassification(NOC)Code

14201 Bankinginsuranceand otherfinancialclerks (NOC)