Bilingual Contact Centre Representative - Fraud Loss Prevention

Work Location:

Montréal, Quebec, Canada

Hours:

37.5

Line of Business:

Personal & Commercial Banking

Pay Details:

We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

Department Overview

Helping is at the heart of everything we do at our contact centres, and we’re proud of the value that we can deliver 24-hours a day, 7-days a week for more than 27 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 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. 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 (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 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.

• 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.

• 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