Call Center Representative

• Make a high volume of outbound calls to customers regarding outstanding balances and payment commitments.
• Conduct collection activities and negotiate payment arrangements in accordance with company guidelines.
• Use active listening and problem-solving skills to understand customer concerns and determine next steps.
• Review payment details, account information, and customer inquiries using ERP and CRM systems.
• Document customer interactions, payment commitments, required follow-ups, and relevant information.
• Complete required follow-ups regarding payment arrangements, customer commitments, and unresolved issues.
• Escalate complex concerns, disputed information, or situations outside established guidelines to the appropriate contact.
• Maintain a professional, respectful, and solutions-oriented approach.
• Protect customer and company information by complying with confidentiality requirements and applicable policies.

Bilingual Accounts Receivable Collections Specialist – Call Centre

• Make a high volume of outbound calls to customers regarding outstanding balances and payment commitments.
• Conduct collection efforts with customers to obtain payment of outstanding balances and negotiate payment arrangements in accordance with established company guidelines.
• Use active listening and problem-solving skills to understand customer concerns, clarify payment-related issues, and determine appropriate next steps.
• Review payment details, account information, and customer inquiries using ERP and CRM systems.
• Accurately and thoroughly document customer interactions, payment commitments, required follow-ups, and relevant account information.
• Complete required follow-ups within the prescribed timelines regarding payment arrangements, customer commitments, and unresolved issues.
• Escalate complex customer concerns, disputed information, or situations exceeding established guidelines to the appropriate internal contact.
• Maintain a professional, confident, respectful, and solutions-oriented approach in all customer interactions.
• Protect customer and company information by following established procedures, confidentiality requirements, and applicable policies.

• Support work order creation for the FMO and Service departments
• Serve customers by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining and monitoring the CMMS work database
• Answer telephones and take orders
• Organize files and operate office equipment
• Handle internal and external customer inquiries by telephone and email
• Fulfill requests by clarifying information, researching responses, completing transactions, and/or forwarding requests
• Identify and escalate issues according to contract and/or priority
• Maintain the CMMS database, including equipment history and status
• Generate, monitor, and track unscheduled or open work orders
• Follow up on customer calls where necessary
• Pass customer complaints to respective project managers
• Document call information according to standard operating procedures
• Produce call reports as required
• Organize and maintain filing systems
• Assist in “working alone” procedures or site personnel
• Enhance organization reputation by accepting ownership for new and different requests
• Explore opportunities to add value to job accomplishments
• Update job knowledge through educational opportunities
• Report to the Call Centre Supervisor

Bilingual Centralized Call Centre Representative – Day Shift, Eng/Fre

• Respond to inbound and outbound inquiries via multiple communication channels
• Use multiple web-based applications for investigation and verification
• Answer customer questions
• Cure and rehabilitate customer accounts in arrears
• Communicate the appropriate course of action to clients in a kind and professional manner
• Build customer confidence in the services offered by the company
• Complete follow-up calls on non-responsive accounts
• Work as a team to achieve group and individual goals
• Work the standard schedule of Tuesday–Friday, 1–9 pm, and Saturday, 10 am–6 pm

Call Center Representative, Collections

• Direct, administer and control the day-to-day operations and activities of the assigned team/customer account.
• Ensure compliance with new and existing guidelines and procedures to provide high quality service and outstanding customer care.
• Promote the implementation and delivery of company initiatives and strategies, including partnering with Dev to ensure successful deployments.
• Provide ongoing feedback through coaching, corrective action plans, performance evaluations and SMART goals.
• Meet or exceed queue performance objectives to optimize the customer experience.
• Promote and foster a positive work environment by encouraging communication and collaboration.
• Ensure effective communication within the Center and with key external stakeholders.
• Drive operational improvements by identifying and implementing opportunities.
• Partner with Account Management to improve customer experience and reduce churn.
• Collaborate with HR to maximize recruitment strategy and manage staffing requirements.
• Support and assist in recruitment and onboarding, including suggesting refinements.
• Participate in existing or potential client meetings where required.

Manager, Contact Center Operations

• Create an exceptional customer experience through prompt and effective advice, service, and issue resolution
• Identify customer needs and determine solutions
• Ask curious questions to discover and advise on customer needs
• Provide product knowledge and guidance
• Handle customer and partner problems, escalating issues when necessary
• Identify cross-sell opportunities and refer customers to internal bank partners
• Advise based on customers’ total financial situations and lifecycle needs
• Complete financial transactions accurately and efficiently, including withdrawals and bill payments
• Support digital banking products and services
• Contribute to business objectives through advice opportunities and referrals
• Promote products, advice, services, and banking capabilities
• Apply operating policies and procedures and support operational excellence
• Complete business processes accurately and on time
• Escalate non-standard or high-risk transactions and activities
• Ensure documentation is accurate and compliant with rules and regulations
• Support process improvement opportunities and transaction due diligence
• Comply with the Bank Code of Conduct
• Participate as a team member and support a positive, diverse, and equitable work environment
• Enhance knowledge and expertise, participate in knowledge transfer, and complete cross-training
• Participate in performance management and development activities
• Communicate project and day-to-day activity status
• Act as a brand champion for the business area and TD
• Provide inbound and/or outbound service and advice for moderately complex financial products and services
• Provide recommendations and guidance to customers and internal partners
• Resolve atypical or infrequent customer situations and escalate as required
• Suggest improvements to work practices and customer service processes
• Generally report to a Team Manager

Call Center Representative jobs in Canada

Bilingual Accounts Receivable Collections Specialist – Call Centre

Bilingual Accounts Receivable Collections Specialist – Call Centre

Bilingual Centralized Call Centre Representative – Day Shift, Eng/Fre

Call Center Representative, Collections

Manager, Contact Center Operations

Bilingual Contact Center Representative II – Everyday Banking, French