Customer Service Representative

4 weeks ago

Charlotte, North Carolina, United States TD Bank Group Full time
Job Summary:

We are seeking a highly skilled and customer-focused Contact Center Representative to join our team at TD Bank Group. As a Contact Center Representative, you will be responsible for providing exceptional customer service to our clients, resolving issues efficiently, and ensuring that every customer feels valued and supported.

Key Responsibilities:

• Provide positive and professional inbound customer service to ensure issues are resolved efficiently under all conditions.
• Engage with prospective customers through various channels (live chat, phone, email, SMS) to guide them through consumer banking services, with a strong focus on effective problem-solving.
• Take ownership of customer concerns and resolve customer issues at first point of contact; escalate issues when necessary.
• Ensure due diligence is taken to support the accuracy of all customer transactions, particularly as it relates to digital banking products and services; escalate non-standard or high-risk transactions or activities as necessary.
• Arrive on time and ready to receive / make customer calls as scheduled throughout the shift.
• Engage customers / partners through a consultative approach to understand their current and future service needs; may facilitate cross-sell opportunities or refer customers to internal bank partners.
• Complete a broad range of financial transactions (e.g., transfers between accounts, debit card disputes, and/or other transactions, as necessary) in an accurate and efficient manner.
• Contribute to and support business objectives; speak up if there's a way to improve processes and procedures.
• Participate in performance and development activities, including cross-training within own team.
• Keep others informed and up to date about all relevant or useful information related to day-to-day activities.
• Contribute to a fair, positive, and equitable environment that supports a diverse workforce.
• Act as a brand champion for your business area / function and the bank, both internally and/or externally.

Requirements:

• High School Diploma or GED.
• Minimum of 1+ years of experience in Retail, customer service, banking, or contact center experience preferred.
• Ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics.
• Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets).
• Exceptional listening skills and a curiosity for helping customers to address their needs and resolve concerns.
• Strong relationship management skills, capable of explaining complex banking concepts.
• Positive and energetic demeanor with excellent listening, reading, and communication skills.
• Able to communicate financial information in a way that is clear and accessible to a wide range of customers.
• Team oriented with the ability to work in a fast-paced, challenging work environment with resiliency.
• Experience handling confidential information preferred.
• Proficiency in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications).
• Ability to adhere to a flexible work schedule which may include weekends and holiday hours.
• Position requires the ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business.

About Us:

TD Bank Group 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.

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

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