Bilingual Contact Centre Representative - Professional Lending & Advice

Bilingual Contact Centre Representative - Professional Lending & Advice

Work Location: Montréal, Quebec, Canada

Hours: 37.5

Line of Business: Personal & Commercial Banking

Pay Details: 47,200 $ - 66,600 $ CAD

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:

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 complex 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:

1. Make people ’ s day: consistently deliver an outstanding customer service experience by offering friendly support through your knowledge of TD products, services and solutions.

2. Solve problems efficiently: resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.

3. Achieve your goals: consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets.

4. 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 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

1. High School Diploma or equivalent

2. Bilingual: (French & English)

3. Knowledge and understanding of secured and unsecured lending products

4. 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.)

5. Ability to review a customer's information and portfolio holistically, identify unspoken needs, and clearly articulate complex financial content.

6. 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.

7. Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets, etc.).

8. Flexibility, resiliency, and a positive attitude when responding to challenging situations.

9. Ability to work both independently and as part of a team.

10. 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 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.

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.

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.

Language Requirement (Quebec only): Maîtrise d’une langue autre que le français pour offrir du soutien ou traiter avec les clients qui ont besoin de services et de soutien dans une langue autre que le français.