Work Location: Ottawa, Ontario, Canada Hours: 37.5 Line of Business: Personal & Commercial Banking Pay Details: 45 700 $/$45 700 - 61000 $/$61 000 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 candidate's 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, 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. Your role within the Contact Center is essential to TD's success, as our customers are at the center of everything we do. You'll support customers through inbound and outbound calls. You’ll 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 people’s 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 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. 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 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 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 crt, for 6 weeks to ensure you’ve 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 world's 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 95,000 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: 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. 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 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. If you’re 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. We're 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 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): Ce poste n’exige pas la maîtrise d’une langue autre que le français. US Labor & Employment Posters | California Privacy | Accessibility | FAQ Our Values At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture. Our Commitment to Diversity, Equity, and Inclusion At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve. Helping to Make an Impact in Communities – TD Ready Commitment TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities. Learn more: Canada | US | Europe & Asia Pacific