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Customer Service Officer II - TD Auto Finance, Brosard

Brossard, QC
Full Time
6 days ago
Company Overview

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Department Overview
TD Auto Finance is a dynamic division within TD. This is an exciting opportunity to join a rapidly growing business focused on providing a robust array of automotive financing options to meet our customers' needs as well as the needs of our dealer partners. In Canada we also finance recreational and leisure vehicles, and serve the Prime and Non-Prime Auto market.
In the goal to become Canada's #1 auto lender we are over 900 people strong including an external sales team located coast to coast, as well as teams in credit adjudication, funding, inside sales, loan administration, customer service, collections and recovery, and our federated functions of risk management, technology solutions, finance & human resources. Our offices are located in Canada in Toronto, ON, Brossard, QC & Nanaimo, BC.

Job Description
  • Create a legendary dealer experience at every interaction by quickly and promptly actioning and responding to dealer requests through email, fax and phone
  • Exceed dealer expectations by contributing to an exceptional Dealer onboarding experience
  • Manage and maintain dealer account information by completing all requests and updates
  • Provide a first time right response to all incoming e-mail requests submitted by internal and external TDAF partners
  • Take ownership of all calls, email or fax requests by ensuring all inquiries are investigated and resolved in a satisfactory manner
  • Administer Early Payout chargeback and exemption process
  • Serve as the first point of contact in Dealer Operations for Dealers, Sales and other business partners for dealer related concerns through email, fax or phone
  • Assist the Team Leader in communicating process & policy changes to the team
  • Contribute to the achievement of business objectives by meeting Service Level Agreements (SLA)
  • Identify and aim for improvement initiatives to contribute to a positive dealer experience
  • Issue Lien release letters and payout quotes upon dealers request
  • Actively participate in weekly Service Observational coaching (SOC) and action planning
  • Achieve and maintain compliance and regulatory objectives to support the business
  • Display appropriate telephone and email etiquette when communicating with customers (both internally and externally)

  • Critical thinker who possesses the ability to look for new opportunities within the business unit
  • Self-motivated individual who embodies the TD Framework on a daily basis
  • Speed and Execution: Maintaining AHT, Adherence and SLA metrics as per the business needs. Responding to dealers request, ensuring privacy and dealer experience is met at all times
  • Maintaining a Low Error Ratio: Accuracy is crucial to our dealer partners
  • Adhere to TDAF authentication guidelines while processing requests from dealers
  • Contribute to a positive working environment
  • Take ownership of each interaction to ensure dealer needs are met
  • Maintain exceptional understanding of service features/benefits



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.
Banking, Finance and Insurance