Bilingual Contact Centre Representative - Fraud Loss Prevention

TD; Canada; Remote; CAD 47,000 - 67,000; Full time

Job summary

A major Canadian bank is looking for a customer service representative in Montréal. You will assist customers with inquiries and provide solutions. The role requires bilingualism in French and English, exceptional communication skills, and offers remote work flexibility after training. Join us for a supportive career experience with growth opportunities.

Benefits

Comprehensive benefits plan

Colleague development programs

Qualifications

• High School Diploma or equivalent required.
• Exceptional communication and listening skills are necessary.
• Experience in financial or service industries preferred.

Responsibilities

• Deliver outstanding customer service experience through friendly support.
• Resolve customer inquiries at the first point of contact.
• Achieve performance objectives, including customer experience results.

Skills

Bilingual (French & English)

Exceptional communication skills

Ability to multitask

Digital literacy

De-escalation skills

Positive attitude

Education

High School Diploma or equivalent

Job description

Work Location: Montréal, Quebec, Canada

Hours: 37.5

Line of Business: Personal & Commercial Banking

Pay Details: $47,200 – $66,600 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

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.

• 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 each 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.

Job Requirements

What You Need to Succeed

• 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 de-escalate in stressful environments/situations with empathy, care and urgency
• 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.
• 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.

Accommodations

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.

Language Requirement (Quebec only)

Sans Objet