Contact Center Rep.

4 weeks ago

Greenville, United States TD Bank Group Full time
Work Location:
United States of America

Hours:
40

Pay Details:
$21.25 - $30.00 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. As TD puts career development at the forefront of our colleague experience, it is not typical for an individual to be hired at or near the top of the range for their role.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:
Personal & Commercial Banking
Job Description:

The Contact Center Representative- Credit Card (US) promotes strong and lasting Customer relationships in a Contact Center environment by providing quality customer service and sales in an efficient and highly professional manner. The Representative achieves a high level of success by understanding customer needs and identifying opportunities to grow the business.

Depth & Scope:
  • Displays positive and professional tone, exhibits empathy when required, and provides a Legendary Customer Experience
  • Takes ownership of customer concerns and resolves Customer issues at first point of contact
  • Ensures necessary due diligence is taken to support the timely and accurate completion of all customer transactions
  • Arrives on-time and log-in ready to receive/make customer calls as scheduled throughout the shift
  • Identifies and refers high value or potential customers to the appropriate personnel/team
  • Provides courteous, efficient, and professional customer service to ensure inquiries, problems, and issues are resolved promptly and effectively to retain their business
  • Engages customers / partners in service conversation to understand and meet their current and future products and service needs by providing them with information / guidance
  • Offers sound product knowledge as it relates to their respective business area
  • Ensures customer/partner problems are handled appropriately the first time, escalating issues when necessary
  • Completes a broad range of financial transactions (e.g., account balance, statement requests, balance transfers, dispute handling, and other transactions as necessary with accuracy and efficiency
  • May facilitate cross-sell opportunities and/or refer Customers/partners to internal Bank partners
  • Supports customer needs and determine solutions to customer problems, particularly as it relates to credit card and/or digital banking products and services
  • Supports the achievement of business objectives by supporting service goals
  • Understands, applies and adheres to all operating policies and procedures
  • Contributes to business objectives for operational excellence
  • Appropriately assesses risk when business decisions are made to minimize operating loss and escalates non-standard or high-risk transactions
  • Supports and participates in process improvement opportunities
  • Ensures necessary due diligence to support the accuracy of all Customer transactions / activities
  • Be knowledgeable of and comply with Bank Code of Conduct
  • Participates fully as a member of the team, promotes team effectiveness, and contributes to a positive, diverse and inclusive work environment
  • Supports the team by continuously developing knowledge in own area
  • Participates in personal performance management and ongoing development activities, including cross training as necessary
  • Keeps others informed and up-to-date about all relevant or useful information related to day-to-day activities
  • Acts as a brand champion for your business area/function and the bank, both internally and/or externally
Education & Experience:
  • High School Diploma or GED
  • Required: 0 years of related experience; Preferred: 2+ years of job related experience (banking, contact center, or retail customer service)
  • Ability to use/learn current technology and software applications related to position
  • Excellent interpersonal and verbal communication skills required
  • Effective written communication skills preferred
  • Ability to work in a fast-paced, challenging work environment
  • Excellent problem-solving and time management skills
  • Experience handling confidential information preferred
  • Must be able to adhere to a set 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


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.

You must be work authorized in the United States without the need for employer sponsorship.

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. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing - and so will you.

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. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

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.

Colleague Development
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

If you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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