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Customer Assistance is a diverse team of approximately 900 employees from 7 locations across Canada.
This Center of Excellence is focused on supporting collections activities for our credit card products including MBNA, auto finance, real estate secured lending (RESL), credit cards, personal loans, small business accounts (SBB and unsecured line of credit (ULOC).
Our vision is to leverage our best practices & expertise, enhance our skills, and provide greater career opportunities while executing with excellence and providing Legendary customer and partner experiences.
The Customer Assistance Specialized Team is a group focused on recovering debt owed to the bank, including both delinquent and written-off debt (both personal and small business products).
Our team is made up of five business areas: Vendor Management Group, Special Account Management Group (Small Business Banking), RESL and Unsecured Credit Recovery, Specialized Customer & Partner Support (Legal Demands, Bankruptcy/Credit Counselling and Non Credit Loss) and TDAF re-marketing.
This group manages often complex Specialized Collections scenarios, across all products including mortgage, Home Equity Line of Credit, Unsecured Line of Credit, Loan, Credit Card, TDAF, Small Business/Agriculture Loans and Overdraft Protection Accounts.
This group is also responsible for oversight of accounts assigned to third party agencies.
Special Accounts Management Group (SAMG) works primarily with Small Business Banking Customers who have encountered difficulties servicing their credit products. SAMG's mandate is to rectify the issues whenever possible and return the customer to branch.
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.
The Account managers will manage the portfolio through the timely execution of appropriate collection strategies, maximize recovery of the Bank's funds and or restore the account to an acceptable risk rating.
This position is responsible for conducting an independent assessment of the risk loss on each assigned account and the development and execution of an appropriate and timely action plan to address the situation
A thorough understanding of Small Business and Agriculture Credit products, principles and policies/security.
Ability to analyze and interpret business financial statements
Strong problem-solving aptitude and sound communication skills
Strong attention to detail
Ability to work quickly and independently in a fast-paced environment
Previous Customer Service Experience is required, along with the ability to use tact and diplomacy
Previous collections experience and basic understanding of applicable insolvency legislation would be an asset
This role requires the incumbent to be flexible to meet multiple shift priorities requirements based onto align with business needs (business hours open Monday to Friday 8AM to 5PM).
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
Job Category - Primary
3500 Steeles Avenue East Building 1, City Centre Tower B - 380 Wellington Street