Contact Centre Representative - Canadian Banking, Credit Cards

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

Job summary

A leading banking organization in Ottawa is seeking a Customer Service Representative to deliver outstanding support to clients. You will assist customers with inquiries, resolve issues, and achieve performance objectives while working primarily offsite. Bilingualism in French and English is a plus. The role offers competitive compensation ranging from $45,700 to $61,000 CAD.

Qualifications

• High School Diploma or equivalent.
• Bilingual is an asset (French & English).
• Exceptional communication and listening skills.
• Ability to multitask and navigate through computer systems.

Responsibilities

• Deliver outstanding customer service experience.
• Resolve customer inquiries at the first point of contact.
• Achieve performance objectives.
• Participate in ongoing training and coaching.

Skills

Exceptional communication and listening skills

Bilingual (French & English)

Digital literacy across a broad range of devices

Ability to multitask

Flexibility and resiliency

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.

Job Description

Helping is at the heart of everything we do at our contact centres, and we're proud of the value that we can deliver from 7am EST - 12am EST, 7-days a week for more than 27 million TD customers.

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.

• 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 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.

Job Requirements

What You Need to Succeed

• High School Diploma or equivalent
• Bilingual is an asset (French & English)
• Exceptional communication and listening skills and a curiosity to help customers meet their needs and resolve concerns.
• 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.