Contact Center Representative - MBNA Customer Service Specialist

TD; Canada; On-site; CAD 45,000 - 61,000; Full time

Job summary

A leading banking institution in Canada is seeking a Customer Service Representative to assist clients with banking inquiries and provide exceptional service. This role allows for remote work after training and requires a High School Diploma. Bilingual candidates are preferred. Join a supportive team where you can make a difference for customers and grow professionally.

Benefits

Career development conversations

Training and onboarding programs

Competitive benefits plan

Qualifications

• Bilingual—an asset (French & English).
• Preference given to those with experience in financial or service industries.
• Ability to work independently and as part of a team.

Responsibilities

• Assist inbound callers with account inquiries.
• Resolve issues by providing advice and recommending products.
• Deliver legendary customer service to meet unique banking needs.

Skills

Exceptional communication and listening skills

Ability to multitask

Digital literacy across devices

Flexibility and positive attitude

Education

High School Diploma or equivalent

Job description

Work Location

Ottawa, 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

MBNA is a mono‑line lender offering a variety of credit card products and specializing in affinity partnerships. Helping is at the heart of everything we do at our contact centres, and we’re proud of the value we can deliver from 7 am EST – 12 am EST, 7‑days a week for more than 27 million TD customers. Alongside caring colleagues and supportive leaders, you'll make a meaningful difference to our business, our customers, and our communities.

What You’ll Do

As the voice of TD, you’ll be passionate about understanding our customers. Whether you’re assisting inbound 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 will 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 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 continue to grow and develop in your role.

Where You’ll Work

After completing in‑person training and onboarding sessions, you’ll work primarily off‑site. 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
• Bilingual—an asset (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 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.
• Passion to assist customers in resolving unspoken needs by offering consultative advice.
• 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 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.

National Occupation Classification (NOC) Code

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

Language Requirement (Quebec only)

Sans Objet