Bilingual Contact Centre Representative Full-time Job

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 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 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 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. 
   
  Job Requirements  
  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  
• Bilingual (French & English) 
• 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. 
   
  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 7250 Mile-End for 10 weeks to ensure you’ve got everything you need to succeed in your new role.  
  InterviewProcess  
  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 Occupation Classification (NOC) Code 
  14201 – Banking, insurance and other financial clerks (NOC)

TD Securities offers a wide range of capital markets products and services to corporate, government, and institutional clients who choose us for our innovation, execution, and experience. With more than 6,500 professionals operating out of 40 cities across the globe, we help clients meet their needs today and prepare for tomorrow. Our services include underwriting and distributing new issues, providing trusted advice and industry-leading insight, extending access to global markets, and delivering integrated transaction banking solutions. In 2023, we acquired Cowen Inc., offering our clients access to a premier U.S. equities business and highly-diverse equity research franchise, while growing our strong, diversified investment bank. We are growth-oriented, people-focused, and community-minded. As a team, we work to deliver value for our clients every day.