French Bilingual Customer Account Specialist III, Customer Assistance

Work Location:

Ottawa Ontario Canada

Hours:

37.5

Line of Business:

Personal & Commercial Banking

Pay Details:

55 800 $/$55 800 - 65 100 $/$65 100 CAD

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 job-related 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:

Additional Job Description

CUSTOMER:
Provide courteous efficient and professional customer service to ensure inquiries sales and/or issues are managed promptly and effectively under all conditions
Engage customers/partners in conversation to understand and meet their current and future products/ sales and/or service needs by proactively providing them with information/advice/guidance
Offer advanced knowledge and/or advice/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

SHAREHOLDER:
Contribute to the achievement of business objectives by proactively attracting acquiring and retaining customers / sales opportunities and referrals to increase profitability and enable business growth
Promote and offer full suite of products sales services and banking capabilities
Contribute to business objectives for Operational Excellence
Support the timely and accurate completion of business processes and procedures
Protect the interests of the organization identify and manage risks and escalate non-standard high 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
Identify suggest and actively participate in process improvement opportunities
Ensure necessary due diligence to support the accuracy of all customer transactions / activities
Keep abreast of emerging issues trends and evolving regulatory requirements and assess potential impacts
Maintain a culture of risk management and control supported by effective processes in alignment with risk appetite
Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry 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
Keep current on emerging trends/ developments and grow knowledge of the business related tools and techniques
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 the success of the team by willingly assisting others in the completion and performance of work activities; provide training coaching and/or guidance as appropriate.
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 specialized expertise to provide customer /partner support on complex transactions activities and product feature advice and guidance
Provide exceptional inbound and/or outbound sales and/or service support to customers/partners on a range of moderate to high complexity financial products and services
Acts as a sales process/product expert to customers and/or internal partners
Identifies complex problems and formulates the most appropriate solution and escalates if necessary
Uses insights into how the team integrates with other teams to coordinate efforts and resources to achieve shared objectives
Has direct impact on the quality of the duties performed or services provided to the sales team and the unit supported
Implements sales and customer service procedures and approaches to complete work
Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions
Generally requires specific formal certifications at this level of expertise
Generally reports to a Team Manager

EXPERIENCE & EDUCATION:
Undergraduate degree and/or
2 years relevant experience

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

• Bilingual (French & English)

• 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 crt 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)

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 strive to make every interaction product and experience remarkably human and refreshingly simple for 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 foster deeper relationships ensure disciplined execution and build a simpler faster banking experience. TD is deeply committed to being a leader in client experience that is why we believe that all colleagues no matter where they work are client facing. Together we are reimagining what banking can be for our clients colleagues and communities.

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

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.

If youre passionate about helping clients and building deep lasting relationships TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

Were committed to your success and foster a respectful workplace where diverse perspectives are valued everyone has fair opportunities to grow and you can unlock your full potential to achieve your career goals. Here at TD we hire and develop the best.

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):

Ce poste nexige pas la maîtrise dune langue autre que le français.

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1