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Bilingual (French /English) Telephone Banking Specialist

149905BR
Retail Banking – Customer Service
Markham, ON
March 28, 2017

Company Overview

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Department Overview

TD Canada Trust is TD’s customer-focused personal and small business banking business. Serving more than 11 million customers nationally, TD Canada Trust provides a full range of financial products and services through its branch banking network, telephone, internet banking, and ‘TD Green Machine’ automated banking machines.

Job Description

Job Description
As a Telephone Banking Specialist, you will be responsible to deliver primary front-line assistance to customer and branch inquiries over the telephone. You will take ownership of customer inquiries and work with Banking partners to deliver the right solution for every customer.

  • Respond to various types of inbound Customer Service inquiries while delivering a consistent Brand Experience.
  • Identify individual customer’s insurance and/or protection needs,
  • Retain the business of existing customers by building loyalty and satisfaction through feature/benefit discussions, and increasing customer awareness of other services that we offer in an effective manner
  • Facilitate a simple, fast and easy customer experience in a professional manner using tact, diplomacy and patience.
  • Continuously promote and demonstrate a high level of personal commitment to exceeding customer and departmental expectations with every interaction.
  • Meet professional personal development objectives by utilizing role specific learning maps
  • Be proactively engaged in identifying and recommending opportunities and solutions for process improvement.
  • Working in a Contact Centre environment you will be accountable to meet quality, service, and productivity targets.

You are supported by a Team Manager and Resource officers to help you achieve your results.

Requirements

  • The ideal candidate will have a strong desire and ability to deliver customer focused conversations
  • You possess excellent listening, verbal and written communication skills and are passionate about helping customers
  • You take the initiative to obtain solutions to customer calls using available resources
  • Paying attention to detail and following established processes are critical success factors.
  • Your ability to multitask and embrace change is crucial
  • Contact Centre experience in a high performance, self-development oriented Customer Service environment is an asset.
  • In-depth knowledge of insurance products, processes and policies is an asset, however, not a requirement
  • Personal maturity, disciplined organizational, analytical and time management skills including ability to multi-task and demonstrate effective problem resolution skills
  • The willingness to learn and deliver a professional customer service experience through use of existing departmental Sales and Service Quality models
  • A commitment to self-development with passion for goal orientation, personal drive, and self-motivation
  • Strong PC skills (Microsoft Suite) and the aptitude to learn other software, where required.
  • Credit insurance product knowledge and/or call centre experience is an asset, but not required
  • Flexibility to work in a rotating shift between the hours of 8 AM and 8 PM Monday to Friday.

Additional Information

Mandatory language requirement: Bilingual (French/English) with the ability to both read and speak French fluently.

Hours

Monday-Friday 8:00am-8:00pm – Flexibility is required

Inclusiveness

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.