14 Oct
TD Bank
Ottawa
Work Location: Canada
Hours: 37.5
Line of Business: Personal & Commercial Banking
Pay Details: We're committed to providing fair and equitable compensation to all our colleagues.
As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.
Job Description: Department Overview
Helping is at the heart of everything we do at our contact centres, and we're proud of the value that we can deliver from 7am EST – 12am EST, 7-days a week for more than 27 million TD customers.
Alongside caring colleagues and supportive leaders, you'll make a meaningful difference to our business, our customers, and our communities.
Job Details
What
You
'
ll
Do
As the voice of TD, you'll be passionate about understanding our customers.
Whether you're assisting in-bound or outbound callers with 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: Make people
'
s day
:
consistently 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 togrow 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 a 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.
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 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.)
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.
Passion to assist customers in resolving unspoken needs by offering consultative advice
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.
KEY ACCOUNTABILITIES
CUSTOMER
Create an exceptional customer experience with every client interaction and contribute to the ongoing improvement of the overall customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
Identify customer needs and determine solutions to customer problems
Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions
Offer comprehensive product knowledge and/or guidance as it relates to their respective business area
Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
May identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of customer/partner life cycle needs
Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
Complete a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary)
in an accurate and efficient manner
Identify customer needs and determine solutions to customer problems, particularly as it relates to digital banking products and services
SHAREHOLDER
Contribute to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth
Promote full suite of products, advice, services and banking capabilities
Understand and apply operating policies and procedures
Contribute to business objectives for Operational Excellence
Support the timely and accurate completion of business processes and procedures
Escalate non-standard or hig- risk transactions / activities as necessary
Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
Support and participate in process improvement opportunities
Ensure necessary due diligence to support the accuracy of all customer transactions / activities
Be knowledgeable of and comply with Bank Code of Conduct
EMPLOYEE / TEAM
Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
Participate in personal performance management and development activities, including cross training within own team
Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
Contribute to a fair, positive and equitable environment that supports a diverse workforce
Act as a brand champion for your business area/function and the bank, both internally and/or externally
BREADTH & DEPTH
Requires developed knowledge and skills to offer service and advice for a range of product and services
Requires a broad knowledge and understanding of the full product suite, services and processes of the business area, and can be characterized as low to moderate in complexity/risk
Provide exceptional inbound and/or outbound service and/or advice support to customers/partners on a range of moderately complex financial products and services.
Provides recommendations and guidance to customers and / or internal partners
Provides solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes
Understands how the team integrates with others to accomplish business objectives
Impacts the quality, timeliness and effectiveness of the advice team or services provided to customers
Suggests improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the advice team
Explains detailed and/or complicated information within the team; builds working relationships with customers and related teams
Identifies and resolves issues within discretion and authority on processes, transactions or escalates internally as required
Requires full proficiency gained through job related training to perform a range of activities
Generally reports to a Team Manager
EXPERIENCE & EDUCATION
High School diploma, Undergraduate degree and/or
1+years of relevant experience
NOTE:
Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements
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.
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 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 we're committed to helping you identify opportunities that support your goals.
Training & Onboarding
We're hosting in-person training and onboarding sessions at 1595 Telesat court for 11 weeks to ensure 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.
National Occupa
tion
Classification
(NOC)
Code
14201 – Banking, insurance and other financial clerks (NOC)
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.
Learn more (http://www.td.com/ca/en/about-td/who-we-are/benefits-of-working-at-td)
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 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):
Sans Objet
Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.