Senior Customer Service Agent
1 week ago
United States of America
Hours:
40
Pay Details:
$33.25 USD
TD is dedicated to ensuring fair and equitable compensation for all employees. The salary range for this position considers various factors that influence compensation decisions. The actual base pay offered may differ based on the candidate's skills, experience, job-related knowledge, certifications, geographic location, and specific business needs. At TD, we prioritize career development, and it is uncommon for an individual to be hired at or near the top of the salary range for their role.
As a candidate, you are encouraged to engage in discussions regarding compensation with your recruiter, who can provide more specific information for this position.
Line of Business:
Personal & Commercial Banking
Job Overview:
As a Senior Customer Service Agent, you will ensure that every client feels appreciated by interacting with them in a courteous and professional manner. By grasping their requirements, you will efficiently and accurately resolve issues. This position plays a vital role in the business's growth by fostering and enhancing both new and existing relationships. You will be expected to comprehend customer needs and identify opportunities to promote products and services or refer them to the appropriate team member or internal partner, all while delivering an exceptional customer experience.
Responsibilities:
- Deliver an outstanding customer experience with every interaction and contribute to the continuous enhancement of overall customer satisfaction by managing inquiries and issues promptly and effectively.
- Engage with potential customers through various communication channels (live chat, phone, email, SMS) to assist them with consumer banking services, focusing on effective problem-solving for a wide range of financial transactions (e.g., account openings, withdrawals, bill payments, etc.) accurately and efficiently.
- Take ownership of customer inquiries, gather relevant information, analyze, and resolve complex issues at the first point of contact; escalate non-standard or high-risk transactions as necessary.
- Ensure due diligence to support the accuracy of all customer transactions, particularly concerning digital banking products and services.
- Engage customers through a consultative approach to identify their current and future service needs; recognize cross-sell opportunities or refer customers to internal partners.
- Possess comprehensive product knowledge related to the respective specialty contact center area (e.g., Technology, Digital, Fraud, Small Business Banking, Sales, Consumer Loan Sales & Service, etc.).
- Meet customer needs by providing advice and guidance based on their overall financial situation and understanding their lifecycle needs.
- Arrive punctually and prepared to handle customer calls as scheduled throughout the shift.
- Effectively communicate complex information clearly; manage sensitive information and escalate issues as needed.
- Utilize sound judgment and understanding of process/policy risks when recommending exceptions outside standard practices.
- Impact both your team and other teams whose activities are closely related.
Qualifications:
- High School diploma or GED.
- Completion of contact center training.
- 2+ years of relevant customer service experience.
- 1+ years of contact center experience preferred.
- Cross-trained on multiple contact center specialty skill sets preferred.
- Thorough understanding of all aspects of Contact Center Representative roles, with the ability to meet departmental goals and standards.
- Demonstrated sales and service ability, including comprehensive knowledge of TD products and services.
- Ability to navigate multiple computer systems and applications efficiently while balancing performance metrics.
- Extensive organizational knowledge to address and resolve a variety of escalating situations promptly.
- Positive and energetic demeanor with excellent listening, reading, and communication skills.
- High degree of judgment with the ability to communicate financial information clearly to a diverse customer base.
- Ability to multitask in a fast-paced, dynamic environment.
- Ability to work effectively within a close-knit team.
- Highly adaptable and able to respond to rapidly changing priorities.
- Self-motivated with the ability to work 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 that may include weekends, overnights, and holidays.
- Must effectively support customers using designated primary language (Spanish and/or English) in assigned queue.
- Position requires the ability to be onsite for training, critical meetings, and other events as deemed necessary by the business.
About TD:
TD is one of the world's leading financial institutions and ranks as the fifth largest bank in North America by branches. We deliver exceptional customer experiences to over 27 million households and businesses across Canada, the United States, and globally. With more than 95,000 TD colleagues, we bring our skills, talent, and creativity to the bank, our customers, and the economies we support. Our vision is to be the better bank, and our purpose is to enrich the lives of our customers, communities, and colleagues.
TD is committed to being a leader in customer experience, which is why we believe that all colleagues, regardless of their role, are customer-facing. As we grow our business and execute our strategy, we are innovating to enhance customer experiences and build capabilities to shape the future of banking. Whether you have extensive banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations, mentorship, and training programs, we support you in achieving your goals. As an organization, we continue to grow - and so will you.
Our Total Rewards Package
Our Total Rewards package reflects our investment 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, as well as several key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and recognition.
Additional Information:
We are pleased that you are considering a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we are committed to providing the support our colleagues need to thrive both at work and at home.
Colleague Development
If you are interested in a specific career path or want to build certain skills, we want to help you succeed. You will have regular career, development, and performance discussions with your manager, as well as access to an online learning platform and various mentoring programs to help you unlock future opportunities. Whether you are passionate about helping customers or want to coach and inspire your colleagues, there are many different career paths within TD, and we are committed to helping you identify opportunities that align with your goals.
Training & Onboarding
We will provide training and onboarding sessions to ensure you have everything you need to succeed in your new role.
Interview Process
We will reach out to candidates of interest to schedule an interview. We strive 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, please reach out to the appropriate program.
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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