Bilingual Client Retention Specialist in Toronto, Ontario

Work Location:

Toronto, Ontario, Canada

Hours:

37.5

Line of Business:

Personal & Commercial Banking

Pay Details:

We’re committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.

Job Description:

Cards and Merchant Solutions is the largest dual issuer of Visa and MasterCard products and holds the position of #1 market share in Canada. TD Consumer and Business credit cards are distributed nationally, leveraging our retail distribution network, direct response channels and key co-brand partnerships including Aeroplan. TD is a leader in direct to consumer affinity marketing by way of MBNA’s hundreds of partnerships with financial institutions, retailers, non-profit organization, sports teams, and other third party organizations, including private label financing. As a trusted business partner, TD Merchant Solutions offers a full range of payment processing solutions and payment innovation for all types of businesses, including some of Canada’s largest retailers.

To promote the business and customer loyalty by contacting merchants to retain and re-negotiate the price, contract and profitability of franchise-able banking customers with products knowledge and training knowledge of products and services and referring them to appropriate team members or internal Bank partners. The inbound Client Relations Specialist will also assist in other tasks assigned as per the needs of the business.

Job Requirements :

​ Customer:

Create legendary experiences at every interaction and look for ways to contribute to the ongoing improvement of the overall merchant customer experience.

Able to ensure customer problems are handled appropriately, escalating issues when necessary.

Able to quickly defuse customer escalations by build strong rapport with clients.

Help drive our LEI/CEI program results and demonstrate our Comfort Promise.

Financial Results:

Possess strong financial acumen and have the ability to quickly analyze the customer’s existing MS metrics and competitive offerings while not significantly compromising the pricing margins of the account.

Present solutions that support the merchant ongoing business needs.

Take advantage of all opportunities to sell TD Merchant Services products and services by proactively acting on customer needs.

Operational Results and Risk Management:

Able to multitask in a fast pace environment.

Achieve planned adherence and average handle time goals to ensure service levels are achieved.

Ensure administrative and call quality control is completed at an above average level.

Elevate through the proper channels and manage the completion of all related Pricing requests within established timeliness.

Ensure to escalate customer concerns within a timely fashion.

Employee:

Contribute to a positive working environment.

Actively participate in the performance management process.

Meet professional/personal development objectives by utilizing learning maps.

Additional Information :

Qualifications:

Superb negotiation skills.

Listening Skills.

Problem solving oriented.

Able to work under minimal supervision, and under pressure.

Excellent phone techniques and, good aptitude to communicate effectively.

Demonstrate tact, diplomacy and patience towards customers.

Excellent verbal and written communication skills.

Good working knowledge of credit and pricing policies.

Strong customer-centric approach.

Knowledge of Merchant Services industry.

Working knowledge of practices and procedures as related to Visa Canada.

Bilingual (French & English) is required.

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 (http://www.td.com/ca/en/about-td/who-we-are/benefits-of-working-at-td)

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.

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:

N/A.

Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.