Contact Center Representative, Fraud Loss Prevention

TD; Remote; CAD 45,000 - 61,000; Full time

Job summary

A leading bank in Canada is seeking a Contact Centre Representative to assist customers with inquiries and provide trusted support, ensuring outstanding service. The ideal candidate will have excellent communication skills, a high school diploma, and be bilingual in English and French or unilingual. This full-time role offers competitive pay and opportunities for growth within a dynamic team.

Benefits

Competitive benefits plan

Career development opportunities

Mentoring programs

Qualifications

• Unilingual English or French/English bilingual.
• Ability to de-escalate in stressful environments.
• Integrity when managing sensitive customer information.

Responsibilities

• Assist in-bound callers with account inquiries.
• Resolve issues by providing advice on TD products.
• Deliver outstanding customer service.

Skills

Exceptional communication skills

Listening skills

Empathy

Ability to multitask

Digital literacy

Flexibility

Education

High School Diploma or equivalent

Job description

Work Location

Markham, Ontario, Canada

Hours

37.5

Line of Business

Personal & Commercial Banking

Pay Details

$45,700 - $61,000 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

Department Overview

Helping is at the heart of everything we do at our contact centr es , and we're proud of the value that we can deliver 24-hours a day, 7-days a week for more than 2 7 million TD customers. At Fraud Loss Prevention, we are passionate in supporting and educating our customers to protect them from potential fraud. Alongside caring colleagues and supportive leaders, you'll make a meaningful difference to our business, our customers, and our communities.

Job Details

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.

As a valued member of our Contact Centre Team, you will:

• 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 r each performance objectives , including customer experience survey results, advice and quality goals, compliance regulations , and productivity targets .
• Never stop learning: a ctively p articipate 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. 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 group of diverse colleagues. If you have relevant experience that isn't mentioned below, tell us about it in your resume or cover letter.

• High School Diploma or equivalent
• Unilingual English or French/English bilingual
• 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.
• D igital 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.

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 a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion about 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're hosting in-person training and onboarding sessions at 3500 Steeles ave East, Markham ON for up to 12 weeks to ensure 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.

National Occupation Classification (NOC) Code

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

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

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.

Language Requirement (Quebec only)

Sans Objet