Job Description

Company Overview

Our Values
At TD we\'re guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.

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 across four core pillars - physical, financial, social and mental/emotional. In addition, we champion a safe, inclusive and supportive work environment to help colleagues feel a sense of belonging, and supported in their personal and professional growth. Through our focus on total well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes \xe2\x80\xa6 because when colleagues feel their best, they\'re more likely to do their best.

Our Total Rewards Package
Our Total Rewards package reflects the investment we make in our colleagues to help them, and their families achieve their well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits including medical, dental, vision & mental health coverage, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they\'ll always have access to the TD community and experience our culture of care.

Who We Are
TD is one of the world\'s leading global financial institutions and is the fifth largest bank in North America by branches. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is a customer obsessed organization, and we are deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you\'ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we\'re here to support you towards your goals. As an organization, we keep growing - and so will you.

Department Overview

Under the direction of the Team Leader, the Contact Center Rep II is responsible for consistently providing customers with accurate information and solutions in a professional and courteous manner. The incumbent performs all duties according to the established Customer Service Policies & Procedures

Job Requirements

• High School diploma, Undergraduate degree and/or 1+ years of relevant experience
• Strong verbal and written communication skills
• Strong computer skills (MS Office and internet)
• Able to work independently and within a team environment
• Call center experience is an asset
• Flexibility is required as this position is rotational, and you must be available to work during the department\'s hours of operation: Monday to Friday from 7:00am to 7:00pm, and Saturday from 9:00am to 5:00pm.
• Training 7 am - 3 pm Monday - Friday for 4 weeks

Hours

37.5

Job Details

• As a Contact Center Rep II, you will:
• Contribute to the promotion and maintenance of positive customer relations by providing superior service to all customers.
• Field all questions and concerns regarding loans, contracts, payouts, insurance and charges to customers and authorized third parties.
• Always provide accurate and up to date information to all TD Auto Finance customers.
• Respond to inbound calls, faxes and email inquiries within department\'s service level agreements.
• Take ownership for the calls, email or fax and by ensuring that all inquiries are investigated and resolved to the satisfaction of the customer.
• Delay payments and facilitate due date and payment frequency changes for TD Auto Finance customers.
• Provide payouts and balances to customers and authorized third parties (i.e. dealers, banks, etc.).
• Update customer\'s personal information on their files (i.e. address, place of employment, banking etc.).
• Display appropriate telephone and email etiquette when communicating with customers (both internally and externally).
• Facilitate the resolution of minor escalated calls.
• Promote the use of and send passwords for the Customer Web Interface to all customers.
• Assist others in achieving common goals and objectives and maintaining a respectful, positive work environment.
• Contribute to the success of the business and Customer Service department through personal efforts to enhance your own knowledge and skills.

Workplace Model

Hybrid

Inclusiveness

Our Commitment to Diversity, Equity, and Inclusion
At TD, we\'re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We\'re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

How We\'re Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That\'s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It\'s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

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!

Business Line

TD Auto Finance

Job Category - Primary

Call Center

Job Category(s)

Call Center

Job Family

Contact Centre

Time Type

Full Time

Employment Type

Regular

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 your recruiter and ask compensation related questions, including pay details for this role.

TD Bank