Contact Center Representative - Mbna Customer Service Specialist

Job Details

WhatYou’llDo

As the voice of TD,you’llbe passionate aboutunderstandingour 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'llsupport customers through inbound and outbound calls.You’llconsistentlydeliver legendary customer service by providingeach callerwiththe rightadviceto meet their uniquebankingneeds. 

As a valued member of our Contact Centre Team, you will: 

• Make people’s day:strive to deliver an outstandingcustomer serviceexperienceby offeringfriendlysupport 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 performanceobjectives, includingcustomer experience survey results, adviceandquality goals, compliance regulations,and productivity targets.

• Never stop learning:activelyparticipatein ongoing training and coaching supportto helpyoucontinue togrow anddevelopinyourrole.

WhereYou’llWork

After completing in-person training and onboarding sessions,you’llwork primarily offsite. Since most of your work activities can be performed independently,you’llspend about 95% of your timeatyour secure, private workspace. Your remaining time will be spent at a TD location for in-person team events and experiences. The hiring manager will providemoreinformationabouthow this works for their team.

Job Requirements

What You Need to Succeed 

We’reproud to work with a group of diverse colleagues. If you have relevantexperiencethatisn’tmentioned below, tell us about it in your resume or cover letter.

• High School Diploma or equivalent 

• If role is Bilingual – please manually addBilingual (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 tomultitask and navigate through computer systems,applications, and multiple screenswith speed andaccuracywhile 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 andpossessinga thorough knowledge of customer life cycle needs.

• Previouscollection,credit experience and or call center and banking experienceisan asset

• Ability to workbothindependentlyand aspart of a team.

Additional Information

We’redelighted thatyou’reconsidering building a career with TD. Through regular colleague development conversations, training programs, and a competitive benefits plan,we’recommitted to providing the support our colleagues need to thrive both at work and at home. 

ColleagueDevelopment

Ifyou’reinterested in a specific career path orarelookingtobuildcertain skills, wewant to help you succeed.You’llhave 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 passionabouthelping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organizationat TD– and we’re committed to helping you identify opportunities that support your goals. 

Training & Onboarding

We’rehosting in-person training and onboarding sessions at(LOCATION X),for8weeksto ensureyou’vegot everything you need to succeed in your new role. 

InterviewProcess

Hiringmanager will reach out to candidates of interest to schedule an interview.Wedo our bestto communicate outcomes to allapplicantsbyemail or phone call.

National OccupationClassification(NOC)Code

14201 – Banking,insuranceand otherfinancialclerks (NOC)

Company Overview

Our Promise

At TD, our commitment to our people is what makes ustheBetterBank. This commitment – our Colleague Promise - isour pledgethat no matter where you work at TD,you’llhave thechanceto:

• Makea meaningful impact on the business, your colleagues, and the customers and communities we serve.

• Learnnew skills,growyour career,explorenew opportunities acrosstheBank, andultimatelygainnew perspectives tohelp yousucceed.

• Experienceaculture of carewhere allcolleaguesare respected, included, appreciated,and supported.

OurTotal Rewards Package

OurTotal Rewards package reflects the investment we make in our colleagues to helpthem,and their families achieve their financial, physical,and mental well-being goals. Total Rewards at TD includesabase 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 recognitionprograms. 

How We Work

At TD, we believein-person connections fuel collaboration and collective creativity; and empowering colleagues with flexibility in how they workhelpsthem todeliverhigh-quality materials that reflect our commitment to our business, customers, and communities. Our hybrid workplace experience is designed toempowercolleagues to dogreat workat a physical TD locationandremotely where itmakes sense for the work.Whereverour colleagues are working,they’llalways have access to the TD community and experience our culture of care.

WhoWeAre

TD isone oftheworld's leading global financial institutions and isthe fifthlargest bank in North America by branches.Every day,wedeliver legendary customer experiences to over 27millionhouseholds and businesses in Canada, the United States and around the world.More than95,000 TDcolleaguesbring their skills,talent,and creativity to the Bank, those we serve,and the economies we support.Ourpurposetoenrich the lives of ourcustomers,communities,and colleagues, and thisunderscoreshow we approach innovation and the capabilitieswe’redeveloping to shape the future of banking.

Whetheryou’vegotyears of banking experience or just starting your career in financial services, wecanhelp you realize your full potential.Through regular leadership anddevelopmentconversations tomentorship and training programs,we’rehere to support you towards your goals. As an organization, we plan to keep growing – and we hope you do too.

Inclusiveness

Our Commitment to Diversity, Equity, and Inclusion

At TD,we’recommitted to fostering an environment where all colleagues are encouraged to bring theirauthenticselvesto work, experienceequitableopportunities,and feel respected and supported.We’rededicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Our Community Involvement

Each day, we work hard to help open doors to a more inclusive and sustainable future for the communities we serve. Our Sustainability and Corporate Citizenship team wasestablishedto bring the TD Ready Commitment (our Corporate Citizenship platform) tolife andhelp usaccomplishourpurposetoenrich the lives of our customers,colleaguesand communities.

Accommodation

Your accessibility is important to us. Please let us know ifyou’dlike accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you canparticipatethroughout the interview process.

We look forward tohearing from you!