Work Location:

Canada

Hours:

0

Line of Business:

Technology Solutions

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:

**** There is a preferred candidate ****

KEY ACCOUNTABILITIES

CUSTOMER

• Provide courteous, efficient, and professional customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions

• Ensure change activities are performed on time, minimizing risk to the service/business environment

• Monitor resources to ensure availability associated with business applications and technology

• Identify, resolve, or escalate service delivery issues and/or complaints

• Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery

• Maintain proficient knowledge of technology components, applications, clients/customers and business services

• Prioritize activities to ensure time invested is appropriate to the availability impact

• Provide seamless integration of activities and processes, recognizing system interdependencies

• Act as an information source to colleagues, business partners and clients/customers

• Ensure prompt and timely updates to service issues, and follow through on outstanding problems

SHAREHOLDER

• Deliver and maintain accurate reports and documentation

• Follow established procedures and standards

• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)

• Maintain a secure work environment and ensure adherence to notification and escalation processes

• Communicate effectively within the team relative to service issues and scheduled changes

• Recommend improvements and enhancements to internal departmental processes

• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

EMPLOYEE / TEAM

• Work effectively as a team, supporting other members of the team in resolving critical service issues

• Prioritize and manage own workload in order to deliver quality results and meet timelines

• Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.

• Participate in knowledge transfer within the team and business units

• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

BREADTH & DEPTH

• Provides front line customer service support to clients on a broad range of issues

• Investigates problems beyond own area of knowledge, applying a broad business focus

• Assesses level of knowledge of caller and translates information when providing assistance

• Prioritizes and may assign problems and service issues to other team members

• Co-ordinates problem resolution and the implementation of changes in accordance with established change processes

• Integrates all sources of information when providing assistance to clients

• Makes independent decisions within generally defined parameters

• Generally reports to a Team Manager

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate

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.

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.