Contact Centre Rep III, Professional Lending & Advice

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Markham Contact Center – Professional Lending & Advice Specialist (Start Date: July 31st, 2023)

”Welcome to TD, how can I help?”

Helping is at the heart of all we do within TD’s contact centre, and we’re proud of the value we deliver 24 hours a day, 7 days a week, for more than 25 million Customers.

Every day is an opportunity to learn and grow, and help our Customers feel confident that we’ll be there for them anytime they need to call us… buying their morning coffee, shopping online, paying their bills, or planning for that next trip.

What You’ll Do

The Professional Lending and Advice team is here to educate Customers on the various Secured and Personal Lending products available to them, and their options to protect those products. With customized advice, Customers can be confident in making informed Protected Borrowing decisions that fit their financial needs.

You are the voice of TD and your role is to:

Think Like a Customer by asking questions and actively listening so you can effectively offer product solutions to our Customers on every call, delivering legendary experiences and trusted advice.

Act Like an Owner by contributing to an engaged culture that is committed to delivering business results and contributing to our communities.

Execute with Speed and Impact by coming into work at your scheduled time, identifying and meeting your Customers’ needs, and protecting the Bank from risk.

Innovate with Purpose by listening, asking questions, and finding ways to simplify the way we work; solving problems effectively the first time.

Develop Yourself and Colleagues by embracing diversity and respecting your team; sharing what works and supporting one another to meet more Customers’ needs and achieve personal career goals with TD.

Who You Are

You are passionate about understanding each Customers’ needs so that you can provide the right advice and solutions to deliver a legendary Customer experience every time.

You love a good challenge! In this role you will demonstrate resiliency and have a passion for offering our customers our products on every call.

You can effectively multi-task, sourcing relevant information quickly to support decision making and effective problem solving. You are able to take complex information and communicate it in a clear and easy to understand manner.

You are dependable, and you take pride in developing your knowledge and expertise to consistently deliver strong performance.

You are flexible and thrive in an environment of change. You consistently demonstrate a positive attitude, resiliency, and willingness to do things differently.

You enjoy working with a diverse team and appreciate the value of perspectives other than your own.

What We Offer

As part of our Contact Centre team, you will:

Feel prepared and confident for success after completing our training program and receiving dedicated coaching support.

Grow in a continuous learning environment, with customized development paths to help you achieve your goals and build an exciting career at TD.

Thrive in an environment where diversity and inclusion are part of our core values; where you can bring your whole self to work and celebrate diversity at work and in our communities.

Enjoy a competitive salary, pay for performance incentives, reward & recognition programs, and a benefits package that helps our colleagues achieve financial, mental, and physical well-being.

What’s Next?

Are you ready to choose TD and be part of exceptional team of individuals who are committed to making a difference in people’s lives, at work, and in the communities we live in?

We want you! Apply Now…

Your Commitment

Training Commitment (Full time hours)

Training is scheduled at 37.5 hours per week for full-time colleagues. Training is mandatory and full time.

Scheduling Commitment

Full Time – 37.5 hours within the hours of operation of department: Monday to Friday 8am to 10pm. Saturday and Sunday 10am to 6pm. Shifts will likely be afternoon or evening shifts to start.

EXPERIENCE & EDUCATION

• High School diploma, Undergraduate degree and/or
• 1+ years relevant
• NOTE: Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

BREADTH & DEPTH

• Requires expertise in a variety of advice and service related activities to provide customers / partners with advice on transactions, activities and product features
• Requires advanced skills and expertise in a defined set of products and processes and could be characterized by moderate complexity/risk
• Provides subject matter guidance to customers and/or partners
• Gathers and analyzes data to identify and to help solve complex problems
• Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
• Understands how the team works together to coordinate their efforts and resources to achieve objectives of a business area
• Impacts their own team and other teams whose work activities are closely related
• Recommends modifications to existing advice or customer service processes and solutions to improve the efficiency of the team
• Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessary
• May require specific formal certifications at this level of expertise
• Generally reports to a Team Manager

NOC CODE 63102- Financial sales representatives

At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.