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London Credit Card Outbound Specialist_Full Time_July 2023

London, ON
Full Time
6 days ago
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:

Department Overview

"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 us: buying their morning coffee, shopping online, paying their bills, or planning for that next trip.

Job Description
London Contact Center Credit Card Outbound Specialist:
The Credit Card Outbound Team is here to complete a holistic review of customers day-to-day bank and credit accounts. They provide customers with recommendations on program offers and options to save money, make money and save time.
With each conversation, you'll be playing one of the most important roles supporting our customers' happiness with the bank. Every day, you will:

•Provide customers with the best solutions and offer advanced guidance and expertise on how TD's digital assets can help them to meet their financial needs now and in the future.
•Deliver outstanding service and/or sales support with moderately complex transactions related to financial products and services with the aim to provide complete and correct solutions the first time.
•Play a key role in addressing concerns and providing subject matter guidance to customers and/or partners; and be accountable for problem solving and/or raising matters to the appropriate people.
•Work towards achieving set goals while being an ambassador for innovation by offering legendary experiences and trusted advice.
•Gather and analyze data to identify and help solve complex problems; use sound understanding of process/policy risk when recommending exceptions outside general guidelines
•Work effectively as a team, use and learn from each other's knowledge and support your co-workers to resolve customer issues.
What You'll Do
You are the voice of TD and your role is to:

Think Like a Customer by matching products, services and solutions to each customers' unique needs, and solving problems at first contact; delivering legendary experiences and trusted advice.

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

Execute with Speed and Impact by coming into work at your scheduled time and meeting your customers' needs while 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 our 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 and can effectively multi-task, sourcing relevant information quickly to support decision-making and effective problem solving.

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:

Gain confidence and feel prepared for 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 and recognition programs, and a benefits package that helps our colleagues achieve financial, mental, and physical well-being.

Experience & Education Requirements

•High school diploma
•Undergraduate degree and/or 1+ years relevant experience
•Advanced skills and expertise in a variety of advice and service related activities to provide customers / partners with advice on transactions, activities and product features
•Sound communication skills to communicate unusual and/or complex content in a clear manner
•Possess computer & multi-tasking skills
•Thrive in a dynamic and time-sensitive environment
•Advanced knowledge of our business and understand the functions of our various business areas
•Passionate and engaging individual with a desire to consistently and compassionately deliver superior customer experience

Additional Information
- Banking, Insurance and Other Financial Clerks (NOC)

Start date: July 24, 2023
Training Schedule: 8 weeks of full time paid training. Mon to Fri- 8 hours/day, 1pm to 9pm, 37.50 hours/week
Training Location: Onsite for first 7 weeks of training at London Contact Center 380 Wellington Street, last 1 week virtual training while working from home.

Outbound Shifts: Full Time - 37.50 hours/week, Monday to Saturday on a rotation basis
Part Time - NOT AVAILABLE at this time

Hybrid Work Eligible: This is NOT a fully remote work position.
You will begin your employment at the above location, once you reach the criteria of the work from home program, which includes but is not limited to a quiet workspace, minimum internet bandwidth, and tenure guidelines, you maybe provided the opportunity to transition to work from home. Employees are still required to work onsite at London Contact Center few times each month.



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.
Customer Service and Support