French Bilingual Customer Account Specialist III, Customer Assistance

Work Location

Ottawa, Ontario, Canada

37.5

Personal & Commercial Banking

55 800 $/$55 800 - 65 100 $/$65 100 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  compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

At TD Canada Trust (TDCT) Customer Assistance, we collect on a variety of products that include both personal & small business banking arrears such as: credit cards, overdraft, personal loans, unsecured line of credit, mortgages, home equity line of credit, bridge loans, auto finance loans, small business vehicle lending & early‑stage delinquency. Our role is to work with customers to help them resolve their financial difficulties while collecting on the funds owing to TD.

Alongside caring colleagues and supportive leaders, you’ll make a meaningful difference to our business, our customers, and our communities.

• Provide courteous, efficient, and professional customer service to ensure inquiries, sales and/or issues are managed promptly and effectively under all conditions.
• Engage customers/partners in conversation to understand and meet their current and future products/sales and/or service needs by proactively providing them with information/advice/guidance.
• Offer advanced knowledge and/or advice/guidance as it relates to their respective business area.
• Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary.
• May identify cross‑sell opportunities and/or refer customers/partners to internal Bank partners.
• Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of customer life‑cycle needs.
• Identify cross‑sell opportunities and/or refer customers/partners to internal Bank partners.

• Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / sales opportunities and referrals, to increase profitability and enable business growth.
• Promote and offer full suite of products, sales, services and banking capabilities.
• Contribute to business objectives for Operational Excellence.
• Support the timely and accurate completion of business processes and procedures.
• Protect the interests of the organization – identify and manage risks, and escalate non‑standard, high‑risk transactions / activities as necessary.
• Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations.
• Identify, suggest and actively participate in process improvement opportunities.
• Ensure necessary due diligence to support the accuracy of all customer transactions / activities.
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts.
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite.
• Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct.

• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/points of interest.
• Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit.
• Keep current on emerging trends/ developments and grow knowledge of the business, related tools and…