Customer Account Specialist II, Customer Assistance

TD; Canada; On-site; CAD 47,000 - 67,000; Full time

Job summary

An established industry player is seeking passionate individuals to join their Customer Assistance team. In this dynamic role, you will be the voice of the organization, providing exceptional support to customers through inbound and outbound calls. Your ability to empathize and resolve inquiries efficiently will ensure that customers receive the best possible service tailored to their unique needs. With a strong focus on personal and professional growth, you will engage in ongoing training and development, making this an exciting opportunity for those looking to build a rewarding career in banking. Join a supportive team where your contributions truly matter!

Benefits

Competitive benefits plan

Regular colleague development conversations

Training programs

Qualifications

• High School Diploma or equivalent is required.
• Exceptional listening and multitasking skills are essential for success.

Responsibilities

• Support customers through inbound and outbound calls, delivering legendary service.
• Resolve inquiries efficiently while maintaining a positive attitude.

Skills

Exceptional listening skills

Time-management skills

Decision-making skills

Multitasking

Digital literacy

Customer service

Empathy

Education

High School Diploma or equivalent

Tools

Computer systems

Multiple screens

Job description

Work Location:
Markham, Ontario, Canada

Hours:
37.5

Line of Business:
Personal & Commercial Banking

Pay Details:
$47,200 - $66,600 CAD

This role is eligible for a discretionary variable compensation award that considers business and individual performance.

Job Description:

Start date: May 20th 2025

Mandatory training, 8am - 4pm Mon - Fri for 6 weeks, onsite at 3500 Steeles Ave. East, Markham Ont.

After training, hybrid: Once a month on site

Flexible business hours:

8am- 9pm Mon - Fri

9am - 5pm Sat

(10am - 6pm & 1-9pm Scheduled Weekly)

Department Overview:

At TD Canada Trust (TDCT) Customer Assistance, we collect on a variety of products that include both personal & small business banking arrears such as: credit cards, overdraft, personal loans, unsecured line of credit, mortgages, home equity line of credit, bridge loans, auto finance loans, small business vehicle lending & early-stage delinquency. Our role is to work with customers to help them resolve their financial difficulties, while collecting on the funds owing to TD.

Job Details:

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.

• 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 continue to grow and develop in your role.

Job Requirements:

What You Need to Succeed:

• High School Diploma or equivalent

• Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns.

• Must display a high professional manner, along with sound judgment, time-management and decision-making skills.

• 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., Desktops, laptops, headsets, etc.)

• Flexibility, resiliency, and a positive attitude when responding to challenging situations.

• Expected to meet the needs of customers by offering advice based on their total financial situation and possessing a thorough knowledge of customer life cycle needs.

• Previous collection, credit experience and or call center and banking experience is an asset.

• Ability to work both independently and as part of a team.

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.

Training & Onboarding:
We're hosting in-person training and onboarding sessions at 3500 Steeles Ave East, Markham Ont. for 6 weeks to ensure you've got everything you need to succeed in your new role.

Interview Process:
Hiring manager will 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.

We look forward to hearing from you!