Customer Account Specialist II, Customer Assistance

Work Location:

Ottawa, Ontario, Canada

Hours:

37.5

Line of Business:
Personal & Commercial Banking

Pay Details: $47,200 - $66,600 CAD

MBNA is a mono‑line lender, offering a variety of credit card products and specializing in affinity partnerships. The MBNA Customer Assistance role is to work with customers to help them resolve their financial difficulties, while collecting on the funds owing to TD. You will act as the voice of TD, passionately understanding customers and supporting them through inbound and outbound calls.

• Make people’s day: strive to deliver an outstanding customer service experience by offering friendly support through your knowledge of TD products, services, and solutions.
• Solve problems efficiently: resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.
• Achieve your goals: consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets.
• Never stop learning: actively participate in ongoing training and coaching support to help you continue to grow and develop in your role.

After completing in‑person training and onboarding sessions at 1595 Telesat Court (Ottawa) for eight weeks, you will work primarily off‑site. About 95% of your time will be spent in your secure, private workspace. Remaining time will be spent at a TD location for in‑person team events.

• Unilingual English or Bilingual (French/English)
• High School Diploma or equivalent
• Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns.
• Must display a high professional manner, along with sound judgment, time‑management and decision‑making skills.
• Ability to multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics.
• Digital literacy across a broad range of devices (e.g., desktops, laptops, headsets, etc.)
• Flexibility, resilience, and a positive attitude when responding to challenging situations.
• Expected to meet the needs of customers by offering advice based on their total financial situation and possessing a thorough knowledge of customer life‑cycle needs.
• Previous collection, credit, or call‑center and banking experience is an asset.
• Ability to work both independently and as part of a team.

We’re hosting in‑person training and onboarding sessions at 1595 Telesat Court (Ottawa) for eight weeks to ensure you’ve got everything you need to succeed in your new role. You will spend about 95% of your time at a secure private workspace, with occasional in‑person team events at a TD location.

Accessibility accommodations are available. If you need accommodations (e.g., accessible meeting rooms, captioning for virtual interviews, etc.), please let us know to remove barriers to participation throughout the interview process.

National Occupation Classification (NOC) Code
14201 – Banking, insurance and other financial clerks.

Language Requirement (Quebec only):
Sans Objet.