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Customer Account Specialist I, Customer Assistance

TD

This is a Contract position in London, ON posted September 14, 2020.

Company Overview

Tell us your story. Don’t go unnoticed. Explain why you’re a winning candidate. Think ”TD” if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

Stay current and competitive. Carve out a career for yourself. Grow with us. Here’s our story: jobs.td.com

Department Overview

The Primary Collections Department, Customer Assistance, is a fast paced, dynamic environment focused on managing risk and mitigating losses on all credit products while delivering a superior customer experience at every contact. The Collections Contact Center uses a balanced scorecard approach between collections, the customer experience index, and productivity measures.

Job Description :

As a Customer Account Specialist, you will be responsible for providing exceptional customer service to our call center clients. In addition, your key responsibilities will be to negotiate payment arrangements on all credit products at various stages of delinquency and to retain and grow our business through your ability to advise and offer our clients recommendations and solutions. As a Customer Account Specialist, you will play a key role in enhancing the customer experience by providing high quality service at every interaction and ensuring customer concerns are being handled appropriately, while working in a dynamic fast paced environment.

Also in this role, you must adhere to both professional practices and standards, and the TD Canada Trust processes and controls to achieve operational excellence. A requirement of the role is to meet monthly Customer Experience, Productivity and Compliance targets.

Job Description

You are passionate about providing superior customer service and enjoy engaging in client-focused conversations, while being challenged with meeting and exceeding your productivity goals. You possess excellent listening and verbal communication skills and demonstrate a sincere approach to helping others. You are a self starter who will take the initiative to obtain solutions and are able to stay focused, pay attention to detail and follow established operating procedures. You are comfortable working independently and within a team environment. You have the ability to multitask and embrace change. Call center and banking experience is an asset.

Requirements

Prior experience in a customer centric, customer experience focused environment.
• Previous collection/credit experience and or call center and banking experience are an asset.
• Must display a high professional manner, along with sound judgment and decision making skills.
• You are passionate about providing superior customer service and are comfortable engaging in conversations regarding the customer’s financial situation; providing options and alternatives that are in the best interests of the company as well as the customer.
• You are motivated by challenging targets and objectives and focused on meeting/exceeding all of your Key Performance Indicators and productivity expectations.
• You possess excellent listening and verbal communication skills and demonstrate a sincere approach to helping others.
• You are a self starter who will take the initiative to obtain solutions and able to stay positive during difficult situations.
• You pay attention to detail and follow established operating procedures.
• You are comfortable working independently and within a team environment.
• Possess strong negotiating skills.
• Proficiency using technology and multiple platforms/product systems, including the ability to talk and type during the call.
• Be proactively engaged in identifying and recommending opportunities and solutions for process improvements.
• A commitment to self development with a passion for goal achievement.
• Ability to adapt to a rapidly changing work environment.

Additional Information :

Applicants must be flexible to work shifts that are scheduled Monday to Friday between the hours of 8:00am to 9:00pm and Saturday between the hours of 9:00am to 5:00pm.

The first 4 weeks will be full time paid mandatory training.

Training times to be determined.

Hours

37.5

Inclusiveness

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.