Contact Center Rep II in Markham

Work Location: Markham, 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.

Department Overview: Supporting and 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. Alongside caring colleagues and supportive leaders, you'll have opportunities to grow and make a meaningful difference to our customers, our communities and our business.

What You'll Do:

• As the voice of TD, you'll be passionate about understanding our customers.
• Assist in-bound customers with account inquiries or resolving issues by recommending a TD product or service.
• Deliver legendary customer service by making it easy, creating value, and delivering trusted advice.
• Strive to deliver an exceptional customer service experience by offering friendly support through your knowledge of TD products, services and solutions.
• Resolve customer inquiries at the first point of contact by asking questions and responding with empathy.
• Consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets.
• Actively participate in ongoing training and coaching support to help you continue to grow and develop in your role.

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.
• Ability to multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy.
• 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.

This position requires proficiency in a language other than French to support customers, employees or markets located outside the province of Quebec or who require services in a language other than French.

We're delighted that you're considering building a career with TD. Through regular 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 an online learning platform and a variety of mentoring programs.

Training & Onboarding: We will provide in-person 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.

Our Values: At TD we're guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior.

Making Your Well-being a Priority: A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being.

Accommodation: Your accessibility is important to us. Please let us know if you'd like accommodations to help us remove barriers so that you can participate throughout the interview process.