Bilingual Contact Center Representative

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Website TD

Job Summary

The Bilingual Contact Center Representative at TD (MBNA Division) is a specialized remote-first role focused on credit card lending and affinity partnerships. Based in Ottawa, you will serve as the “Voice of TD,” providing trusted support to a massive customer base of over 27 million. This position requires the “wit” to navigate complex financial systems and a broad digital toolkit, and the “grit” to manage a high-volume, multi-screen environment while maintaining a “Legendary” customer experience.

Job Details

  • Employer: TD Bank (MBNA Division).

  • Location: Ottawa, ON (Training at 1595 Telesat Court; work is 95% remote thereafter).

  • Position Type: Full-time (37.5 hours/week).

  • Compensation: $45,700 – $61,000 CAD.

    • Note: Salary is based on skills, experience, and geography, with a focus on fair and equitable growth over time.

  • Schedule: Flexibility required for shifts between 7:00 AM – 12:00 AM EST, 7 days a week.

  • Work Style: Hybrid-Remote (95% offsite after an initial 8–10 week in-person training period).

  • Corporate Culture: Supportive, inclusive, and deeply committed to “Extraordinary Human” interactions.

Core Responsibilities

  • Customer Advocacy: Deliver an outstanding service experience by assisting inbound callers with account inquiries and providing friendly, knowledgeable support.

  • Consultative Advice: Resolve customer concerns with empathy and identify “unspoken needs” by recommending relevant TD products and services.

  • Problem Resolution: Aim for first-point-of-contact resolution by asking insightful questions and leveraging your technical “wit” to solve banking puzzles.

  • Goal Attainment: Consistently meet performance metrics, including customer satisfaction (CSAT) surveys, quality goals, and productivity targets.

  • Regulatory Integrity: Manage sensitive financial data with total integrity, adhering to strict compliance and security guidelines.

  • Digital Navigation: Multitask across multiple screens and devices (laptops, tablets, headsets) with speed and accuracy.

Candidate Requirements

  • Education: High School Diploma or equivalent.

  • Language Skills: Bilingualism (French & English) is a significant asset for the Ottawa market.

  • Technical Literacy: Strong digital literacy and the ability to navigate complex computer systems while balancing live conversations.

  • Soft Skills: Resilience, curiosity, and a positive attitude when responding to challenging customer situations.

  • Workspace: A secure, private home workspace with a stable internet connection is mandatory for remote work.

  • Experience: Preference is given to those with backgrounds in the financial or service industries.

Job Description

Do you believe that every phone call is an opportunity to “make someone’s day”? TD is seeking a Bilingual Contact Center Representative to join our MBNA team in Ottawa. We aren’t just a bank; we are a leader in “Human-Centered” financial services. If you have the “grit” to thrive in a fast-paced, high-tech remote environment and the “wit” to provide consultative advice that truly helps a customer, you belong in our “Legendary” circle.

In this role, you are a “Trusted Advisor.” You understand that when a customer calls MBNA, they are looking for more than just an account balance—they are looking for a partner. Your goal is to ensure that every interaction is remarkably human and pleasantly simple. We look for “Integrity-first” professionals who are “obsessively passionate” about service—those who can work independently from home while remaining a vital, collaborative part of the TD team.

Joining TD means joining a global leader that invests in your future. We offer a competitive total rewards package, including variable pay, health and wellness benefits, and a robust retirement plan. We provide a comprehensive 8-10 week training program to ensure you have everything you need to succeed before you transition to your home office. If you are a self-motivated professional with a commitment to “Excellence in Service,” we invite you to apply and help us reimagine the banking experience in Canada.

TD Bank Group | Ottawa, ON

TD Bank Group (TD Canada Trust) maintains a massive presence in Canada’s capital, serving as a primary financial partner for the city’s diverse population of public servants, tech professionals, and students. In Ottawa, TD is known for its extensive branch network and its “Green” presence at major community landmarks, from the Rideau Centre to the suburbs of Kanata and Orléans.

Company Culture: “The TD Way in the Capital”

TD’s culture in Ottawa reflects a blend of corporate stability and a “people-first” community focus.

  • Community-Centric Banking: TD is a major sponsor of local events, most notably the Ottawa Jazz Festival, reinforcing its culture of “The TD Ready Commitment” (supporting a more inclusive and sustainable tomorrow).

  • Bilingualism: Given Ottawa’s unique demographics, the local culture is deeply bilingual. Employees are often encouraged to serve customers in both English and French, fostering an inclusive environment for all residents.

  • Empowered Service: The culture revolves around the “Customer Experience Associate” role—empowering staff to be the “face of the bank” by balancing technical accuracy with genuine human connection.

  • Inclusion & Diversity: TD is a leader in diversity in Ottawa, with active Employee Resource Groups (ERGs) and a strong commitment to being a barrier-free workplace for the 2SLGBTQ+, Black, Indigenous, and disabled communities.

Key Ottawa Locations & Corporate Hubs

TD operates nearly 40 branches across the Ottawa-Gatineau region, including specialized wealth and corporate offices.

Major Ottawa Hubs:

  • TD Wealth & Corporate Office: 360 Albert Street, 11th Floor. This downtown hub serves as the regional headquarters for TD Wealth and commercial banking operations.

  • TD Canada Trust – Rideau Centre: A high-traffic urban branch located in the heart of the city’s primary shopping district.

  • Corporate Office – James Naismith Dr: Located at 1600 James Naismith Dr, Gloucester, this facility serves as a key administrative and back-office support center for Eastern Ontario.

Regional Reach:

  • Comprehensive branch coverage in Kanata (supporting the tech sector), Nepean (Merivale Rd), and Orléans, often with extended evening and weekend hours.

Associate Benefits: “The Total Rewards Package”

TD offers one of the most comprehensive benefits programs in the Canadian financial sector, designed to support physical, mental, and financial health:

  • Competitive Compensation: Entry-level frontline roles (Customer Experience Associates) in the Ottawa area typically start between $22.50 and $28.33/hr, while specialized roles like Partner Marketing Specialists can earn up to $111,000/yr.

  • Pension & Savings: * A Defined Contribution (DC) Pension Plan with a 3%–4% fixed employer contribution.

    • An Employee Ownership Plan where TD matches 100% of the first $250 and 50% thereafter (up to 3.5% of eligible earnings).

  • Holistic Well-being:

    • Mental Health Coverage: Up to $5,000 annually for mental health practitioners.

    • Spending Accounts: Includes both a Health Spending Account and a Wellness Spending Account for fitness equipment or preventative items.

  • Tuition Assistance: Supports continuous learning with up to $3,000 annually for eligible post-secondary courses.

  • Flexible Time Away: Generous vacation policies and “Flexible Time Away” to help staff manage personal or family needs.

  • Banking Perks: Significant employee discounts on TD products, including preferred mortgage rates and waived account fees.

Career Growth: “A Place to Grow”

TD is frequently cited as one of Canada’s Best Workplaces. In Ottawa, the bank focuses heavily on internal mobility:

  • Promote from Within: It is common for part-time associates to move into full-time roles or specialized tracks like Financial Advisor, Mortgage Specialist, or Branch Manager.

  • TD Thrive: A personalized digital learning experience that allows employees to develop new skills (like data analytics or leadership) at their own pace.

To apply for this job please visit www.td.com.