Contact Center Representative - MBNA Customer Service Specialist - Remote Eligible

Contact Centre Representative

MBNA is a mono-line lender, offering a variety of credit card products and specializing in affinity partnerships. Helping is at the heart of everything we do at our contact centres, and we're proud of the value that we can deliver from 7am EST – 12am EST, 7-days a week for more than 27 million TD customers. Alongside caring colleagues and supportive leaders, you'll make a meaningful difference to our business, our customers, and our communities.

As the voice of TD, you'll be passionate about understanding our customers. Whether you're assisting in-bound callers with account inquiries, or resolving an issue by providing advice and recommending a TD product or service, you'll help us offer trusted support to our clients whenever they need it. You'll consistently deliver legendary customer service by providing each caller with the right solutions to meet their unique banking needs.

As a valued member of our Contact Centre Team, you will:

• Consistently deliver an outstanding customer service experience by offering friendly support through your knowledge of TD products, services and solutions.
• Resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.
• Consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets.
• 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, you'll work primarily offsite. Since most of your work activities can be performed independently, you'll spend about 95% of your time at your secure, private workspace with a stable internet connection. Your remaining time will be spent at a TD location for in-person team events and experiences. The hiring manager will provide more information about how this works for their team.

What you need to succeed:

• High School Diploma or equivalent.
• Bilingual – an asset (French & English).
• Exceptional communication and listening skills and a curiosity to help customers meet their needs and resolve concerns. (Preference given to those with experience in financial or service industries.)
• 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., smartphones, tablets, laptops, headsets, etc.).
• Flexibility, resiliency, and a positive attitude when responding to challenging situations.
• Passion to assist customers in resolving unspoken needs by offering consultative advice.
• Ability to work both independently and as part of a team.
• Integrity when managing sensitive customer information in alignment with Regulatory and Compliance guidelines related to servicing and sales practices.

We're delighted that you're considering building a career with TD. Through regular colleague development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to a variety of mentoring programs to help you unlock future opportunities.

We're hosting in-person training and onboarding sessions for 8 weeks to ensure you've got everything you need to succeed in your new role.

We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

National Occupation Classification (NOC) Code: 14201 – Banking, Insurance and other Financial Clerks (NOC)