Note: The job is a remote job and is open to candidates in USA. TD Bank is one of the world's leading global financial institutions, and they are seeking a Contact Center Representative- Credit Card to promote strong customer relationships. This role focuses on providing quality customer service and sales, understanding customer needs, and identifying opportunities to grow the business.
Responsibilities
- Creates an exceptional Customer experience supporting customers (Consumer, Corporate, Commercial or private label) with inbound phone, written, chat or other inquiries by displaying a positive and professional tone, understanding the customer's needs, and providing solutions at first point of contact for customers and internal business partners
- Knowledgeable of the various products/services and able to communicate relevant solutions, including digital banking and self-serve options while navigating multiple systems/applications while ensuring proper call risk and compliance
- Completes a broad range of financial transactions (e.g., account updates, account balance, statement requests, balance transfers, dispute handling, and other transactions as necessary) with accuracy and efficiency
- Follows all bank policies and procedures reducing risk to our customers and the business
- Refers more complex questions to more experienced personnel or consults with problems and questions as needed
- Participates fully as a collaborative member of the team, contributes, and supports a positive, diverse, and inclusive work environment including helping to identify ways to improve the Customer experience
- Participates in personal performance management and ongoing development activities, including cross training as necessary
- Actively participates in personal career development and takes ownership of personal growth
- Open to feedback and actively implements action plans as directed by leadership
- Ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business
Skills
- High School Diploma or GED
- 1+ years of related customer service experience; or equivalent work experience to include 1+ years prior experience in Retail, banking, or contact center experience preferred
- Able to communicate financial information clearly and accessible to a wide range of customers
- Team oriented with the ability to work in a fast-paced, challenging work environment with resiliency
- Ability to assist customers on the phone for long periods of time within the agreed upon set schedule shift which may include weekends, late night or overnights, and holidays
- Ability to arrive on-time and ready to receive customer calls as scheduled throughout the shift
- Must have PC skills with the ability to use/learn current technology and software applications related to position
- Excellent interpersonal and verbal communication skills required
- Experience handling confidential information required
- Excellent problem-solving and time management skills
- Support the achievement of business objectives by meeting individual and team objectives
- Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue
- Bilingual (Spanish) contact center representatives must be able to take phone calls, answer customer inquiries, translate documents and other transactions as necessary in both English and Spanish
- You must be work authorized in the United States without the need for employer sponsorship
- 1+ years of related customer service experience; or equivalent work experience to include 1+ years prior experience in Retail, banking, or contact center experience preferred
- Effective written communication skills preferred
Benefits
- Variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan)
- 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
- Reward and recognition
- Regular career, development, and performance conversations with your manager
- Access to an online learning platform
- A variety of mentoring programs
- Training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role
- Accommodations for applicants with a disability to complete the application process
Company Overview