Rep. IV, TD Assurance, Assurances générales, Centre de contact

Department Overview

We care for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always. As the voice of TD, you'll be passionate about understanding our customers. You'll consistently deliver legendary customer service by providing each caller with the right solutions for their unique insurance needs.

Job Details

What You’ll Do

As the voice of TD, you’ll be passionate about understanding our customers while having value based advice conversations. Whether you’re assisting in-bound callers with the exciting purchase of their first home or vehicle to complex inquiries on existing insurance policies, 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 insurance needs.

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

• Make people’s day: strive to deliver an outstanding customer service experience by deepening relations through value based advice conversations, 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.

Where You’ll Work

After completing in-person training and onboarding sessions, the role operates in a hybrid workplace model as there is a mix of collaborative and independent activities associated with this position. You are expected to work from a TD premise at least 2 days a week and you have flexibility to work from your secure, private home office on other days that meets minimum system requirements (ex: high speed internet, etc.). Please be advised that hybrid model details may change based on business needs/requirements. The hiring manager will provide more information about how this works for their team.

Job Requirements

What You Need to Succeed

We’re proud to work with a group of diverse colleagues. If you have relevant experience that isn’t mentioned below, tell us about it in your resume or cover letter.

• Post secondary education and/or relevant experience

• (Quebec ONLY ) minimum education requirement: Secondary school diploma or equivalent level of education and a decision issued by the AMF recognizing at least three years of full-time employment experience.

• Must be available to work Monday - Friday between 8am - 11pm and Saturdays between 9am - 6pm

• Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns with value based advice conversations. (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.

• 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.

• Ability to communicate effectively with customers and colleagues, both verbally and in writing.

• General Insurance (Ex: Other Than Life for Ontario) and/or license in your home province is an asset.

National Occupation Classification (NOC) Code

14201 - Banking, insurance and other financial clerks (NOC)

Company Overview

Our Promise

At TD, our commitment to our people is what makes us the Better Bank. This commitment - our Colleague Promise - is our pledge that no matter where you work at TD, you’ll have the chance to:

• Make a meaningful impact on the business, your colleagues, and the customers and communities we serve.

• Learn new skills, grow your career, explore new opportunities across the Bank, and ultimately gain new perspectives to help you succeed.

• Experience a culture of care where all colleagues are respected, included, appreciated, and supported.

Our Total Rewards Package

Our Total Rewards package reflects the investment 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.

How We Work

At TD, we believe in-person connections fuel collaboration and collective creativity; and empowering colleagues with flexibility in how they work helps them to deliver high-quality materials that reflect our commitment to our business, customers, and communities. Our hybrid workplace experience is designed to empower colleagues to do great work at a physical TD location and also remotely where it makes sense for the work. Wherever our colleagues are working, they’ll always have access to the TD community and experience our culture of care.

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. 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. Our purpose to enrich the lives of our customers, communities and colleagues, and this underscores how we approach innovation and the capabilities we’re developing to shape the future of banking.

Whether you’ve got years of banking experience or just starting your career in financial services, we can help you realize your full 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 plan to keep growing - and we hope you do too.