Bilingual Merchant Solutions Retention Specialist (STA 24mths)

The Toronto-Dominion Bank (Canada); Toronto; On-site; CAD 53,000 - 74,000; Full time

Job summary

The Toronto-Dominion Bank (TD) in Toronto, Ontario, is seeking an Inbound Client Relations Specialist to retain and strengthen merchant relationships. This role demands expert negotiation, financial insight, and a customer-first approach in a fast-paced environment.

You will apply product knowledge to offer value-based pricing, resolve issues, and collaborate with internal partners to support revenue retention and client satisfaction.

Qualifications

• Excellent negotiation and relationship management skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to work independently with minimal supervision.
• Excellent verbal and written communication skills with strong telephone presence.
• Bilingual English and French required.

Responsibilities

• Retain and strengthen merchant relationships by delivering exceptional customer experiences.
• Negotiate pricing, contract terms, and value-add solutions.
• Provide expert guidance on TD Merchant Solutions products and services.
• Analyze merchant portfolios and profitability to support retention decisions.

Skills

Negotiation

Relationship management

Problem solving

Independent work

Communication skills

Telephone presence

Tact and diplomacy

Customer focus

Credit knowledge

Pricing policies

Merchant services

Visa/Mastercard rules

Needs analysis

Bilingual English/French

Job description

Work Location: Toronto, Ontario, Canada Hours: 37.5 Line of Business: Personal & Commercial Banking Pay Details: $52,700 - $74,400 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.

Department Overview

Cards and Merchant Solutions is a leading provider of consumer and business payment products in Canada. TD offers a broad portfolio of Visa and Mastercard credit card products that are distributed nationally through its retail network, direct channels, and key co-brand partnerships, including Aeroplan. Through MBNA, TD also maintains a strong presence in the affinity and partnership credit card market, supporting a wide range of organizations and brands. As a trusted business partner, TD Merchant Solutions provides payment processing solutions and innovative payment technologies to businesses of all sizes across Canada, including many large national retailers.

Job Details

To support business growth and strengthen customer loyalty by engaging with merchants to retain their business and negotiate pricing, contractual terms, and overall account profitability. Leverages in-depth knowledge of products, services, and merchant solutions to identify customer needs, resolve concerns, and connect clients with appropriate internal partners. The Inbound Client Relations Specialist also supports additional business priorities and initiatives as required.

Job Requirements

Customer Experience

Deliver legendary customer experiences at every interaction while actively identifying opportunities to enhance the overall merchant experience. Build strong relationships with merchants through active listening, empathy, and effective communication to foster customer loyalty and retention. Resolve customer concerns efficiently and professionally, exercising sound judgment and escalating issues when appropriate. Defuse escalated situations with confidence and professionalism while maintaining a positive customer relationship. Promote and demonstrate TD's Comfort Promise by driving positive customer outcomes and supporting LEI/CEI program objectives. Identify customer needs and provide tailored solutions that add value and strengthen long-term merchant relationships.

Financial Results

Demonstrate strong financial acumen by analyzing merchant portfolios, pricing structures, competitive offers, and profitability metrics to support retention decisions. Negotiate pricing, contract terms, and value-add solutions while balancing customer needs with business objectives and profitability targets. Present customized solutions that support the merchant's current and future business needs. Identify opportunities to deepen relationships through the promotion of TD Merchant Solutions products, services, and value-add offerings. Contribute to customer retention and revenue objectives by proactively addressing merchant concerns and competitive threats.

Operational Excellence & Risk Management

Thrive in a fast-paced, high-volume environment while managing multiple priorities simultaneously. Achieve adherence, productivity, and average handle time targets to support overall service level objectives. Maintain a high standard of accuracy, compliance, and quality in all customer interactions and administrative activities. Effectively manage and escalate pricing requests through the appropriate channels, ensuring completion within established service standards. Escalate merchant concerns and potential risks in a timely manner to support positive customer outcomes and mitigate business impact. Adhere to all regulatory requirements, operational procedures, and risk management policies.

Employee & Team Contribution

Foster a positive, collaborative, and inclusive work environment that supports team success. Actively participate in coaching, feedback, and performance management processes. Demonstrate accountability for personal and professional growth through ongoing learning and development activities. Utilize available training resources and learning pathways to strengthen business, product, and industry knowledge. Contribute to team knowledge sharing, continuous improvement initiatives, and a culture of operational excellence.

Qualifications & Experience

Exceptional negotiation and relationship management skills. Strong problem-solving and critical-thinking abilities. Proven ability to work independently with minimal supervision while managing competing priorities. Excellent verbal and written communication skills with strong telephone presence and customer engagement techniques. Demonstrated tact, diplomacy, patience, and professionalism when handling customer concerns and escalations. Strong customer-focused mindset with a passion for delivering exceptional service. Sound understanding of credit and pricing policies. Knowledge of the merchant services and payments industry. Working knowledge of Visa and Mastercard operating rules, industry practices, and payment processing procedures. Ability to analyze customer needs and present effective business solutions. Bilingualism (English and French) is required.

Role Summary

The Inbound Client Relations Specialist is responsible for retaining and strengthening merchant relationships by delivering exceptional customer experiences, negotiating value-based solutions, and providing expert guidance on TD Merchant Solutions products and services. Through strong relationship management, financial analysis, and problem-solving skills, the specialist contributes to customer loyalty, revenue retention, and overall business performance while supporting operational excellence and risk management objectives.

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 strive to make every interaction, product, and experience remarkably human and refreshingly simple for 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 foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

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.

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. Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

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.

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.

Our Values

At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

Our Commitment to Diversity, Equity, and Inclusion

At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

Helping to Make an Impact in Communities – TD Ready Commitment

TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.