Customer Account Specialist II, Customer Assistance

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:

The Customer Assistance Team focuses on managing risk and mitigating losses on all TD credit products including Credit Cards, Lines of Credit, Loans, Mortgages and Overdraft. This is a Call Centre environment where you will be accountable to deliver quality service and achieve productivity targets.

Job Description:

As a Customer Account Specialist II, your prime responsibility will be to negotiate payment arrangements on all credit products at various stages of delinquency, review files and take appropriate actions based on known risk factors, and update files and systems relevant to telephone conversations and actions taken.

Job Requirements:

• Previous collection/credit experience and/or Call Centre and banking experience is an asset
• Must display a high professional manner, along with sound judgment and decision making skills
• You are passionate about providing superior customer service and are comfortable engaging in conversations, regarding the customer’s financial situation, while being challenged with meeting and exceeding your productivity targets
• You possess excellent listening and verbal communication skills and demonstrate a sincere approach to helping others
• You are a self-starter who will take the initiative to obtain solutions and are able to stay focused, pay attention to detail, and follow established operating procedures
• You are comfortable working independently and within a team environment
• Strong negotiating skills
• Proficiency using PC applications including strong keyboarding skills and the ability to work with multiple technological platforms and product systems
• Be proactively engaged in identifying and recommending opportunities and solutions for process improvements
• A commitment to self-development with a passion for goal achievement
• Ability to adapt to a changing work environment
• Bilingual in French would be considered an asset

Additional Information:

• Start Date: Nov 4th, 2024
• Full Time: 37.5 hours per week
• Mandatory Training on site at 3500 Steeles Ave E, Markham, ON L3R 0X1.
• Training: 8:00am to 4:00pm Mon-Fri for 6 weeks (paid training)
• Must live within the footprint of the contact centre. After training, the workplace model is primarily offsite, working from home and required to work in the office once per month. (Could be subject to change).
• After training, work rotational shifts between the hours of 8:00am – 9:00pm Mon-Fri & work 1-2 Saturdays per month 9:00am to 5:00pm. 1 shift during the week will be scheduled to work 1:00pm to 9:00pm.

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

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:

N/A.

Read Full Description