Contact Center Rep. II - Mount Laurel Township, United States - TD Bank

Description

Job Description

Work Location:

Hours:

Pay Details:

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:

Job Description:

The Contact Center Representative II (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. Achieves a high level of success by understanding Customer needs and identifying opportunities to grow the business.

Depth & Scope:

• Displays positive, professional tone, exhibit empathy when required and provides a Legendary Customer Experience
• Takes ownership of Customer concerns and resolve Customer issues at first point of contact
• Ensures necessary due diligence is taken to support the accuracy 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
• Utilizes appropriate discretion and negotiation tactics when addressing disputes
• Creates an exceptional 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
• Identifies Customer needs and determine solutions to Customer problems
• Uses ability to discover and advise on meeting/exceeding Customer needs by asking curious questions
• Offers comprehensive product knowledge and/or guidance as it relates to their respective business area
• Ensures Customer/partner problems are handled appropriately the first time, escalating issues when necessary
• May identify cross-sell opportunities and/or refer Customers/partners to internal Bank partners
• Expected to meet the needs of Customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of Customer/partner life cycle needs
• Completes a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
• Identifies Customer needs and determine solutions to Customer problems, particularly as it relates to digital banking products and services

Various schedules available starting as early as 10:00am and ending as late as 10:00pm. Weekends included

Education & Experience:

• High School diploma or GED
• 1+ years of related experience
• Retail Customer service, banking, or Contact Center experience preferred
• Successful completion of standard Contact Center training and practicum
• Thorough understanding of all aspects of Contact Center Representative (US) position, with the ability to meet goals and standards established by the department
• Demonstrates sales ability including knowledge of all Company products and services
• Ability to use/learn current technology and software applications related to position
• Excellent organizational, 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
• 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 ​

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 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.