Bilingual (French/English) Customer Account Specialist III, Customer Assistance

Work Location:
Markham, Ontario, Canada

Hours:
37.5

Line of Business:
Personal & Commercial Banking

Pay Details:
na - na 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 at TD. Our 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.

Job Description:

Department Overview

The Business Customer Assistance team resides within the Business Bank's Financial Restructuring Group is responsible for working with adversely risk rated Small Business Banking (SBB) borrowing customers that have encountered financial difficulty and/or show deterioration in their risk profile. The main activities of the team are Advanced Collections and Delinquency Management ; Account Management (Restructuring) and Recoveries for the SBB Market Segment

REJUVENATE: Work with our Customers to try and get the account back on a bankable footing, restoring a satisfactory Risk Rating, and ultimately returning the responsibility for the Customer Relationship to the Branch/SBCC Delivery Channel.

NEGOTIATE: Where rejuvenation is not a viable option, work with the customer to come to an repayment plan/arrangement that is mutually beneficial

LITIGATE: Where we are unable to come to a satisfactory, negotiated repayment arrangement, and the customer is no longer cooperating, take whatever steps are necessary to minimize PCL through the use of cost effective Recovery Strategies.

Job Description

• Reporting to the Team Manager, Customer Assistance Specialist role plays an integral role in early stage delinquency management of Small Business Banking Customers who have encountered difficulties servicing their credit products.
• The CAS mandate is to rectify the issues whenever possible and cure the customer delinquency. When necessary, collection action is commenced with a view to protecting the bank's interests.
• The successful candidate will assume primary responsibility for the day to day management of an assigned group of Small Business and/or Agricultural borrowing clients and will, through the timely execution of appropriate collection strategies, maximize recovery of the Bank's funds.

Job Requirements

• A understanding of TDCT Small Business and Agriculture Credit products is recommended
• Problem solving aptitude
• Attention to detail
• Ability to work quickly and independently in a fast paced environment
• Previous collection experience is recommended
• Bilingual is asset (French & English)
• Previous Customer Service Experience is required
• Inbound and Outbound telephone experience is recommended

Skills Category:

• Analytical Skills
• Ability to multi-task effectively
• Time Management
• Relationship Management
• Effective Communication
• Interpersonal Skills
• Computer Skills
• BILINGUAL - Fluency in ENGLISH and FRENCH is required

Aperçu du service

L'équipe Assistance client d'affaires, qui fait partie du groupe Restructuration financière des Services bancaires aux entreprises, est responsable de travailler avec les clients emprunteurs des Services bancaires aux PME (SBPME) affichant une cote de risque élevée qui ont éprouvé des difficultés financières ou dont le profil de risque se détériore. Les principales activités de l'équipe sont les interventions avancées de perception et la gestion des comptes en souffrance, ainsi que la gestion des comptes (restructuration et recouvrement) pour le segment de marché des SBPME.

RÉGÉNÉRATION : Nous collaborons avec nos clients pour tenter de remettre le compte en règle, de revenir à une cote de risque satisfaisante et, ultimement, de redonner la responsabilité de la relation avec le client au Réseau de succursales et au Centre de crédit aux PME.

NÉGOCIATION : Lorsque la régénération n'est pas une option envisageable, nous travaillons avec le client pour établir une entente ou un plan de remboursement mutuellement avantageux.

LITIGES : Lorsque nos négociations ne nous permettent pas de conclure une entente de remboursement satisfaisante et que le client ne coopère plus, nous prenons toute mesure nécessaire pour réduire le plus possible la provision pour pertes sur créances au moyen de stratégies de recouvrement efficaces sur le plan économique.

Description de poste

• Relevant d'un chef d'équipe, le spécialiste, Assistance client joue un rôle essentiel dans la gestion des comptes en souffrance depuis peu de temps des clients des SBPME qui ont éprouvé des difficultés à assurer le service de leurs produits de crédit.
• Le mandat du spécialiste, Assistance est de corriger les problèmes dans la mesure du possible et d'effacer les arriérés du client. Au besoin, il entame les mesures de recouvrement dans le but de protéger les intérêts de la Banque.
• Le titulaire du poste sera principalement chargé du recouvrement des comptes d'un groupe assigné de clients emprunteurs des SBPME ou des Services bancaires aux agriculteurs et, par l'application en temps opportun des stratégies de recouvrement appropriées, maximisera le recouvrement des fonds de la Banque.

Exigences du poste

• Compréhension des produits de crédit des SBPME et des Services bancaires aux agriculteurs de TD Canada Trust, un atout
• Aptitudes pour la résolution de problèmes
• Souci du détail
• Capacité à travailler rapidement dans un milieu dynamique en toute autonomie
• Expérience antérieure en matière de recouvrement, un atout
• Bilinguisme (français et anglais) obligatoire
• Expérience en service à la clientèle exigée
• Expérience dans le cadre d'appels entrants et sortants, un atout

Catégories de compétences

• Capacités d'analyse
• Capacité à effectuer plusieurs tâches à la fois
• Gestion du temps
• Gestion des relations-clients
• Communication efficace
• Compétences interpersonnelles
• Compétences en informatique
• BILINGUISME - Maîtrise obligatoire du FRANÇAIS et de l'ANGLAIS

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/stores. 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 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.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental 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, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular 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.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development
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 an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
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.

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!

Language Requirement (Quebec only):
Sans Objet