Contact Center Rep. III
3 weeks ago
Work Location: Greenville, South Carolina Hours: 40 Pay Details: $22.75 - $33.25 USD TD is committed to providing fair and equitable compensation opportunities to all colleagues. The included salary range for this role takes into account multiple factors that are considered in making compensation decisions. The base pay actually offered may vary based upon candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational needs. Line of Business: Personal & Commercial Banking Job Description: As a Contact Center Representative III, you ensure every customer feels valued by engaging them in a positive and professional way. By understanding their needs you'll resolve issues efficiently and accurately. This role contributes to the growth of the business by developing and deepening new and existing relationships. Depth & Scope: Creates a Legendary Customer Experience with every client interaction and contribute to the ongoing improvement of the overall Customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions. Engages with prospective customers through various channels (live chat, phone, email, SMS) to guide through consumer banking services, with a strong focus on effective problem-solving for a broad range of financial transactions (e.g., account/ credit card opening, withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner. Takes ownership of customer concerns, gathers data, analyzing and resolves complex customer issues at first point of contact; escalates non-standard or high-risk transactions as necessary. Ensures due diligence is taken to support the accuracy of all customer transactions, particularly as it relates to digital banking products and services. Engages customers / partners through a consultative approach to identify their current and future service needs; identifies cross-sell opportunities or refer customers to internal bank partners. Must have comprehensive product knowledge and/or guidance as it relates to the Colleague's respective speciality contact center pillar (i.e. Technology, Digital, Fraud, Small Business Banking, Sales, Consumer Loan Sales & Service, etc.). Expected to meet the needs of Customers by offering advice and guidance based on the Customer's total financial situation and possessing a thorough knowledge of customer life cycle needs. Arrives on time and ready to receive / make customer calls as scheduled throughout the shift. Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalates matters as necessary. Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines. Impacts their own team and other teams whose work activities are closely related. Education & Experience: High School diploma or GED. 2+ years of related contact center experience. Successfully complete contact center training. Cross-trained on multiple contact center specialty skill sets preferred. Thorough understanding of all aspects of Contact Center Representative positions, with the ability to meet goals and standards established by the department. Demonstrated sales and service ability including thorough knowledge of TD products and services. Ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics. Extensive knowledge of the organization to action and resolve a wide range of escalating situations in a timely and efficient manner. Positive and energetic demeanor with excellent listening, reading, and communication skills. High degree of judgement with the ability to communicate financial information clearly and accessible to a wide range of customers. Ability to multitask in a fast-paced, dynamic work environment. Ability to work effectively within a close team environment. Highly flexible and able to adapt to quickly changing priorities. Positive approach with a focus on the Customer experience. Self-starter with ability to work both independently and collaboratively. Proficiency in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications). Must be able to adhere to a flexible schedule which may include weekends, overnights, and holidays. Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue. Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business. Physical Requirements: Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100% Domestic Travel – Occasional. International Travel – Never. Performing sedentary work – Continuous. Performing multiple tasks – Continuous. Operating standard office equipment - Continuous. Responding quickly to sounds – Occasional. Sitting – Continuous. Standing – Occasional. Walking – Occasional. Moving safely in confined spaces – Occasional. Lifting/Carrying (under 25 lbs.) – Occasional. Lifting/Carrying (over 25 lbs.) – Never. Squatting – Occasional. Bending – Occasional. Kneeling – Never. Crawling – Never. Climbing – Never. Reaching overhead – Never. Reaching forward – Occasional. Pushing – Never. Pulling – Never. Twisting – Never. Concentrating for long periods of time – Continuous. Applying common sense to deal with problems involving standardized situations – Continuous. Reading, writing and comprehending instructions – Continuous. Adding, subtracting, multiplying and dividing – Continuous. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes. Who We Are: TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. Our Total Rewards Package Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Additional Information: We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home. #J-18808-Ljbffr
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Contact Center Rep. II
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Greenville, United States TD Bank Group Full timeWork Location: Greenville, South Carolina, United States of America Hours: 40 Pay Details: $22.00 - $31.50 USD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been...
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