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Loyalty and Retention Specialist

Reference ID: 238020BR

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Company Overview

Tell us your story. Don't go unnoticed. Explain why you're a winning candidate. Think "TD" if you crave meaningful work and embrace change like we do. We are a trusted North American leader that cares about people and inspires them to grow and move forward.

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Department Overview

As a member of the Loyalty & Advice team in Credit Card Service Contact Centre, you will join a dedicated team of professional telephone agents who provide exceptional customer service for our cardholder clientele. Through inbound service calls, you will provide timely and accurate guidance and service to cardholders for a variety of Visa product lines, plans and programs. Your responsibility will be to provide prompt, courteous and efficient service that exceeds customer expectations; contribute to effective cost and risk control through productivity and adherence to corporate processes and controls & achieve departmental sales targets through recommendation of appropriate products and services which meet our ever-changing customer needs. You will be able to recognize and successfully leverage opportunities to further expand our clients' business through cross-selling/value-add opportunities.

As part of our loyalty team, you will also be responsible for inbound retention calls where you will have to opportunity to speak to our customers who could benefit from needs based advice & products.

We provide the tools and support you need to develop a career and encourage personal growth through our Personal Performance and Development Program which includes monthly coaching.

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 and service needs by proactively providing them with information / guidance
• Offer comprehensive product knowledge and/or 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 identifying sales opportunities and referrals, enabling business growth
• Promote full suite of products, sales, services and banking capabilities
• Understand and apply operating policies and procedures
• Contribute to business objectives for Operational Excellence
• Support the timely and accurate completion of business processes and procedures
• Escalate non-standard or 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
• Support and participate in process improvement opportunities
• Ensure necessary due diligence to support the accuracy of all customer transactions / activities
• Be knowledgeable of and comply with Bank 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
• 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 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 expertise in a variety of sales and service related activities to provide customers / partners with advice on transactions, activities and product features
• Requires advanced skills and expertise in a defined set of products and processes and could be characterized by moderate complexity/risk
• Provides subject matter guidance to customers and/or partners
• Gathers and analyzes data to identify and to help solve complex problems
• Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
• Understands how the team works together to coordinate their efforts and resources to achieve objectives of a business area
• Impacts their own team and other teams whose work activities are closely related
• Recommends modifications to existing sales or customer service processes and solutions to improve the efficiency of the team
• Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessary
• May require specific formal certifications at this level of expertise
• Generally reports to a Team Manager

• High School diploma, Undergraduate degree and/or
• 1+ years relevant experience

Additional Information
Mandatory training will begin April 22nd 2019 and will require Full Time Availability for 7 weeks.

Training schedule: Monday to Friday (hours to be determined)

full time and part time positions are available


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.

Posted: March 15, 2019
Closes: May 14, 2019
Company Info
10,000+ employees
Banking & Finance

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About TD

The Toronto-Dominion Bank & its subsidiaries are collectively known as TD Bank Group (TD). TD is the sixth largest bank in North America by branches & serves approximately 22 million custom...