TD Bank: Bilingual (English/Cantonese) Merchant Solutions Specialist – Part Time

Call Center 
Markham, ON
January 15, 2019

Company Overview

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Department Overview

Understand the financial needs of customers and provides appropriate solutions / advice / guidance and /or recommendations on a range of complex financial products and services. This role contributes to the growth of the business by developing and deepening new / existing relationships.

Job Description

• Provide courteous, efficient, and professional customer service to ensure inquiries, sales and/or issues are managed promptly and effectively under all conditions
• Engage customers/partners in conversation to understand and meet their current and future products/ sales and/or service needs by proactively providing them with information/advice/guidance
• Offer advanced knowledge and/or advice/guidance as it relates to their respective business area
• Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
• May identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
• Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needs
• Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners

• Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / sales opportunities and referrals, to increase profitability and enable business growth
• Promote and offer full suite of products, sales, services and banking capabilities
• Contribute to business objectives for Operational Excellence
• Support the timely and accurate completion of business processes and procedures
• Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
• Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
• Identify, suggest and actively participate in process improvement opportunities
• Ensure necessary due diligence to support the accuracy of all customer transactions / activities
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
• Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct


• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
• Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
• Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
• Participate in personal performance management and development activities, including cross training within own team
• Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
• Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
• Contribute to a fair, positive and equitable environment that supports a diverse workforce
• Act as a brand champion for your business area/function and the bank, both internally and/or externally

• Requires specialized expertise to provide customer /partner support on complex transactions, activities and product feature advice and guidance
• Provide exceptional inbound and/or outbound sales and/or service support to customers/partners on a range of moderate to high complexity financial products and services
• Acts as a sales process/product expert to customers and/or internal partners
• Identifies complex problems and formulates the most appropriate solution and escalates if necessary
• Uses insights into how the team integrates with other teams to coordinate efforts and resources to achieve shared objectives
• Has direct impact on the quality of the duties performed, or services provided, to the sales team and the unit supported
• Implements sales and customer service procedures and approaches to complete work
• Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions
• Generally requires specific formal certifications at this level of expertise
• Generally reports to a Team Manager

Additional Information

• Undergraduate degree and/or
• 2+ years relevant experience




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.

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