Jay Patel

Customer Account Specialist Iii @TD

London, ON, CA

Negotiating Payment Arrangements / CollectionsNegotiate and establish payment plans for customers in various stages of delinquency across credit products (credit cards, overdraft, personal loans, lines of credit, mortgages, etc.)Work with customers to understand their financial situation, address their ability to pay, and resolve outstanding debts. Account / File Review & ActionReview account files, assess risk factors, and determine appropriate next steps (e.g. escalate, restructure, write‑off). Maintain and update systems / records of conversations, actions taken, and payment status. Regulatory & Compliance AdherenceEnsure all collection activities comply with TD’s internal policies, privacy regulations, external regulatory requirements. Prepare reports like write‑offs or exclusions, escalate issues or complaints correctly. Customer Service / Problem ResolutionHandle escalated complaints and “Customer Cares” issues. Provide resolution or escalate further when needed. Provide service with empathy, especially when customers are facing financial difficulty; act as point of contact to help them resolve their issues. Performance & ReportingMeet productivity targets / performance metrics (e.g. amount collected, number of payment plans, quality of calls, etc.). Pull data for file reviews, call reviews, monthly/quarterly calibrations, partner presentations. Complete periodic reporting (write‑off reports, file review results, etc.). Oversight & Continuous ImprovementParticipate in identifying and implementing improvements to collection tools and processes. Monitor how tools are used and suggest enhancements. Serve as knowledge source / coach within the team: sharing best practices, helping in calibration of work quality.

CBSE board

High School

Ritambhara

Hsc

Chetana institute of management and research

Master's Degree

KES

Bachelor's Degree