Bilingual Contact Center Representative, Canadian Banking, Credit Cards - Fraud Loss Prevention
On-site · Montréal, Quebec, Canada
Job Summary
Bilingual Contact Center Representative handling inbound customer inquiries for Fraud Loss Prevention in Montréal, reporting to TD’s banking contact center. You’ll deliver outstanding service by understanding TD products and solutions, resolving issues at first contact, and guiding customers toward appropriate TD offerings. Responsibilities include empathetic problem solving, meeting performance targets and quality goals, participating in ongoing training, and maintaining secure handling of sensitive information. The role combines offsite work (primarily remote 95% of time in a private workspace with stable internet) and occasional in-person TD location events, following training and onboarding, with emphasis on clear communication in both French and English.
Required Qualifications
- High School Diploma or equivalent
- Bilingual (French & English)
- Exceptional communication and listening skills
- Ability to de-escalate in stressful environments/situations with empathy, care and urgency
- Ability to multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy
- Digital literacy across devices
- Flexibility, resiliency, positive attitude
- Ability to work independently and as part of a team
- Integrity with sensitive customer information in regulatory/compliance context
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