Bilingual Customer Account Specialist III, Customer Assistance (Ottawa)

TD; Canada; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A leading financial services company is seeking a Contact Center representative to provide exceptional customer support. The role requires bilingual (English & French) candidates with a strong focus on listening and problem-solving. This position includes a hybrid work model after initial in-person training, promoting a balance between on-site and remote work. Candidates with experience in banking or call centers will be preferred.

Benefits

Competitive benefits plan

Career development opportunities

Flexible work arrangements

Qualifications

• Ability to offer advice based on customers’ financial situation.
• Experience in call center or banking is an asset.
• Ability to work independently and in a team.

Responsibilities

• Support customers through inbound and outbound calls.
• Resolve customer inquiries at first point of contact.
• Participate in ongoing training and coaching.

Skills

Exceptional listening skills

Ability to multitask

Digital literacy

Flexibility and resiliency

Education

High School Diploma or equivalent

Job description

Job Description

Start date: November 3rd 2025

Mandatory Training: 8am - 4pm Mon - Fri for 6 weeks, onsite at 1595 Telesat Court, Ottawa, Ont

Candidate must be bilingual in English & French.

After training, hybrid: Once a month on site

Flexible business hours: Rotation between 8am - 4pm & 10am - 6pm shifts Mon - Fri

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 grow and develop in your role.

Where You’ll Work

After completing in-person training and onboarding sessions, you’ll work primarily offsite. Most work activities can be performed independently, with about 95% of time spent at your secure, private workspace. The remaining time will be at a TD location for in-person team events. 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 diverse group of colleagues. If you have relevant experience that isn’t listed below, tell us about it in your resume or cover letter.

• High School Diploma or equivalent
• Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns
• Professional manner, sound judgment, time management and decision-making skills
• Ability to multitask and navigate computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet metrics
• Digital literacy across a broad range of devices
• Flexibility, resiliency, and a positive attitude when responding to challenging situations
• Ability to offer advice based on customers’ total financial situation and knowledge of customer life cycle needs
• Previous collection, credit experience and/or call center and banking experience is an asset
• Ability to work independently and as part of a team

Additional Information

We’re delighted you’re considering a career with TD. Through regular colleague development conversations, training programs, and a competitive benefits plan, we’re committed to supporting colleagues to thrive at work and at home.

Colleague Development & Training

You’ll have regular career, development, and performance conversations with your manager, as well as access to mentoring programs to help you unlock future opportunities. Training and onboarding sessions are provided to ensure you succeed in your new role.

Interview Process & Accommodation

Hiring managers will reach out to candidates of interest to schedule an interview. TD aims to communicate outcomes to all applicants by email or phone. If you need accommodations (including accessible meeting rooms or captioning for virtual interviews) to participate in the interview process, please let us know.

National Occupation Classification (NOC) Code

14201 – Banking, insurance and other financial clerks (NOC)

Our Promise & Total Rewards

TD’s commitment to our people is our Colleague Promise. Our Total Rewards package includes base salary, variable compensation, and additional plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and recognition programs.

Our Work Approach

TD supports in-person collaboration and flexible work arrangements. The hybrid workplace enables work at a TD location and remotely where it makes sense for the work. Wherever you are, you’ll have access to the TD community and a culture of care.

Language Requirement (Quebec only)

Sans Objet